Creating Billing Entries using Service Desk

Time entered in tickets for Service Desk 1.3 and later can be included as billable entries in Service Billing. Tickets associated with a Service Billing customer are listed in the Customers > Tickets tab.

Note: The Service Billing Integration and Task Information options cannot be used together within the same service desk.

Creating Billable Entries Using Service Desk

1. Ensure the customer in Service Billing is also an organization in the VSA.
2. Ensure Enable Service Billing Integration is checked for the service desk using Service Desk > Desk Definition > New / Edit > General Info tab.
3. Ensure Submit Time Entry Data to Service Desk is checked using Time Tracking > Settings. This allows time entered in Service Desk tickets to appear in Service Billing.
4. Ensure the following fields are checked in Service Desk > Role Preferences > Service Desk tab for each combination of role and service desk, as necessary.
   • Word Order
   • Activity
   • Resource Type
   • Standard Rate
   • Override Rate
5. Associate a ticket with an organization in the General tab of the Service Desk ticket editor.
6. Optionally associate the ticket with a selected work order in the General tab of the ticket editor. The work order field only displays after the organization is selected.
7. Create an billable or non-billable entry in Service Desk that can be forwarded to Service Billing using one of three procedures:
   • Enter a entry in the Notes tab of the ticket editor.
   • Add a note using the The Add Note Dialog.
   • Create a time entry using timesheets or timers.
8. Bill for the billing entries you submit in Service Billing > Pending Items. If timesheets require approval, a timesheet containing a billing entry must be approved before the billing entry is forwarded to Service Billing.

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