[IMP] helpdesk: combine and update invoice time docs

closes #4579

X-original-commit: b7efbb6
Signed-off-by: Zachary Straub (zst) <[email protected]>
Signed-off-by: Jessica Rogers (jero) <[email protected]>

Author: jero-odoo

content/applications/services/helpdesk.rst

@@ -14,5 +14,4 @@ Helpdesk
    :titlesonly:
 
    helpdesk/overview
-   helpdesk/timesheet_and_invoice
    helpdesk/advanced

content/applications/services/helpdesk/advanced.rst

@@ -9,3 +9,4 @@ Advanced
 
    advanced/after_sales
    advanced/close_tickets
+   advanced/track_and_bill

content/applications/services/helpdesk/advanced/track_and_bill.rst

@@ -0,0 +1,248 @@
+===================
+Track and bill time
+===================
+
+Odoo *Helpdesk* provides teams with the ability to track the amount of hours spent working on a
+ticket, and to bill a customer for that time. Through integrations with the *Sales*, *Timesheets*
+and *Accounting* applications, customers can be charged once the work is completed, or before it has
+even begun.
+
+.. warning::
+   Since the *Track & Bill Time* features require integration with other applications, enabling them
+   may result in the installation of additional modules (or applications).
+
+   Installing a new application on a *One-App-Free* database triggers a 15-day trial. At the end of
+   the trial, if a paid subscription has not been added to the database, it will no longer be active
+   or accessible.
+
+Configure track and bill time features
+======================================
+
+Before a customer can be invoiced for support services, the *Track & Bill Time* features must first
+be enabled. These features must be enabled on each *Helpdesk* team where they will be utilized.
+
+Enable track and bill time on a helpdesk team
+---------------------------------------------
+
+To view and enable the :guilabel:`Track & Bill Time` features on a *Helpdesk* team, first navigate
+to :menuselection:`Helpdesk --> Configuration --> Teams`. Then select a team from the list or
+:doc:`create a new one </applications/services/helpdesk/overview/getting_started>`. This will reveal
+a team's settings page.
+
+On the team's settings page, scroll to the :guilabel:`Track & Bill Time` section. Check the boxes
+labeled :guilabel:`Timesheets` and :guilabel:`Time Billing`.
+
+Once the :guilabel:`Timesheets` box is checked, a new field appears, labeled :guilabel:`Project`.
+
+The project selected in this field is where all the timesheets for this team's tickets will be
+recorded. Click into the drop-down menu to select a :guilabel:`Project`.
+
+To create a new project where the timesheets will be recorded, click into the drop-down menu, type a
+name for the project, and then click :guilabel:`Create`.
+
+.. image:: track_and_bill/track-bill-enable-settings.png
+   :align: center
+   :alt: View of a helpdesk team settings page emphasizing the track and bill time settings.
+
+.. _helpdesk/advanced/configure-service-products:
+
+Configure service products
+--------------------------
+
+When the :guilabel:`Time Billing` feature is enabled, a new product is created in the *Sales* app
+called :guilabel:`Service on Timesheets`. This product can be found under :menuselection:`Sales -->
+Products --> Products`. Search for `Service on Timesheets` in the :guilabel:`Search...` bar. This is
+the product that will be used when invoicing for *post-paid support services* after they have been
+completed.
+
+Select :guilabel:`Service on Timesheets` from the product page. This reveals the product detail
+form. The product is configured with the :guilabel:`Product Type` set to :guilabel:`Service` and the
+:guilabel:`Invoicing Policy` set to :guilabel:`Based on Timesheets`.
+
+.. image:: track_and_bill/track-bill-product-based-on-timesheets.png
+   :align: center
+   :alt: View of a service product with the invoicing policy set to 'Based on timesheets'.
+
+In order to invoice for support services before the work has been completed (also known as *prepaid
+support services*), a separate product with a different invoicing policy must be created.
+
+To create a new service product, go to :menuselection:`Sales --> Products --> Products` and click
+:guilabel:`New`. This will reveal a blank product detail form.
+
+On the new product form, add a :guilabel:`Product Name`, and set the :guilabel:`Product Type` to
+:guilabel:`Service`. Then, set the :guilabel:`Invoicing Policy` to :guilabel:`Prepaid/Fixed Price`.
+This means an invoice can be generated and payment can be received for this product before any
+timesheets entries have been recorded for these services.
+
+.. image:: track_and_bill/track-bill-product-prepaid-fixed.png
+   :align: center
+   :alt: View of a service product with the invoicing policy set to 'prepaid/fixed'.
+
+Finally, set the :guilabel:`Sales Price`, and confirm that the :guilabel:`Unit of Measure` is set to
+:guilabel:`Hours`.
+
+Invoice prepaid support services
+================================
+
+When support services are billed on a fixed price, an invoice can be created before any work is
+completed on the issue. In this case, a service product with the invoicing policy set to
+:guilabel:`Prepaid/Fixed Price` would be used, just like :ref:`the section above
+<helpdesk/advanced/configure-service-products>`.
+
+Create a sales order with prepaid product
+-----------------------------------------
+
+To invoice a customer for prepaid support services, first create a sales order (SO) with the support
+services product. To do this, go to :menuselection:`Sales --> Orders --> Quotations --> New`, which
+reveals a blank quotation form.
+
+Then, fill out the quotation form with the customer information.
+
+Go to the :guilabel:`Order Lines` tab of the quotation and click :guilabel:`Add a Product`. Then,
+select the *prepaid services product* configured in the steps above. Update the :guilabel:`Quantity`
+field with the number of hours.
+
+After updating any other necessary information, :guilabel:`Confirm` the quotation. This converts the
+quotation into an :abbr:`SO (sales order)`.
+
+Create and send an invoice for prepaid services
+-----------------------------------------------
+
+Once the :abbr:`SO (sales order)` has been confirmed, click the :guilabel:`Create Invoice` button.
+This will open a :guilabel:`Create Invoices` pop-up window.
+
+If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as
+:guilabel:`Regular Invoice`. If a down payment will be collected, choose between either
+:guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`.
+
+When the necessary information has been entered, click :guilabel:`Create Draft Invoice`.
+
+The invoice can then be sent to the customer for payment.
+
+Create helpdesk ticket for prepaid services
+-------------------------------------------
+
+To create a *Helpdesk* ticket for prepaid services, navigate to :menuselection:`Helpdesk` and click
+the :guilabel:`Tickets` button to reveal a specific team's pipeline. Click :guilabel:`New` to create
+a new ticket.
+
+On the blank ticket form, create a ticket :guilabel:`Title`, and enter the :guilabel:`Customer`
+information.
+
+When the customer name is added, the :guilabel:`Sales Order Item` field will automatically populate
+with the most recent prepaid sales order item that has time remaining.
+
+Track hours on helpdesk ticket
+------------------------------
+
+Time spent working on a *Helpdesk* ticket is tracked on the *Timesheets* tab on the specific ticket.
+
+On the ticket detail form, click on the :guilabel:`Timesheets` tab and click :guilabel:`Add a line`.
+Choose an :guilabel:`Employee`, add a :guilabel:`Description` of the task, and enter the number of
+:guilabel:`Hours Spent`.
+
+As new lines are added to :guilabel:`Timesheets` tab, the :guilabel:`Remaining Hours on SO` field is
+automatically updated.
+
+.. image:: track_and_bill/track-bill-remaining-hours-total.png
+   :align: center
+   :alt: View of the timesheets tab on a ticket with an emphasis on the remaining hours on an SO.
+
+.. note::
+   If the number of hours on the :guilabel:`Timesheets` tab exceeds the number of hours sold, the
+   :guilabel:`Remaining Hours of SO` will turn red.
+
+As hours are added to the :guilabel:`Timesheets` tab, they are automatically updated in the
+:guilabel:`Delivered` field on the :abbr:`SO (sales order)`, as well.
+
+Invoice post-paid support services
+==================================
+
+When support services are billed based on the amount of time spent on an issue, an invoice cannot be
+created before the total number of hours required to solve the problem have been entered on a
+timesheet. In this case, a service product with the invoicing policy set to :guilabel:`Based on
+Timesheets` would be used, like the one created above.
+
+Create a sales order with a time-tracked product
+------------------------------------------------
+
+To invoice a customer for post-paid support services, first create a sales order (SO) with the
+*support services product*. To do this, go to :menuselection:`Sales --> Orders --> Quotations -->
+New`.
+
+Fill out the quotation with the customer information.
+
+On the :guilabel:`Order Lines` tab, click :guilabel:`Add a Product`. Select the post-paid services
+product configured in the steps above. After updating any other necessary information,
+:guilabel:`Confirm` the quotation.
+
+.. note::
+   Unlike with the prepaid services quotation, Odoo will not allow an invoice to be created at this
+   time. That is because no services have been performed; in other words nothing has been delivered,
+   therefore, there is nothing to invoice.
+
+Create a helpdesk ticket for time-tracked services
+--------------------------------------------------
+
+To record a *Timesheet* entry for time-tracker services, go to :menuselection:`Helpdesk` and select
+the appropriate team for which these services apply.
+
+If there is already an existing ticket for this issue, select it from the kanban view. This will
+open the ticket details form. If there is no existing ticket for this customer issue, click
+:guilabel:`New` to create a new ticket and enter the necessary customer information on the blank
+ticket details form.
+
+After selecting or creating a ticket, go to the :guilabel:`Sales Order Line` drop-down menu. Select
+the :abbr:`SO (sales order)` created in the previous step.
+
+Track support hours on a ticket
+-------------------------------
+
+In order to create an invoice for a product based on timesheets, hours need to be tracked and
+recorded. At this point, the service is considered *delivered*. To record hours for this support
+service, click on the :guilabel:`Timesheets` tab of the ticket.
+
+Click :guilabel:`Add a Line` to record a new entry. Select an :guilabel:`Employee` from the
+drop-down menu, and record the time spent in the :guilabel:`Hours Spent` column.
+
+Repeat these steps as needed until all time spent on the issues has been recorded.
+
+.. image:: track_and_bill/track-bill-record-timesheet-hours.png
+   :align: center
+   :alt: View of the timesheets tab on a helpdesk ticket.
+
+Create an invoice for hours tracked on a ticket
+-----------------------------------------------
+
+After the customer's issue has been solved, and it is determined no new timesheet entries will be
+made, an invoice can be created, and the customer can be billed.
+
+To do this, return to the :abbr:`SO (sales order)` by clicking on the :guilabel:`Sales Order` smart
+button at the top of the ticket.
+
+Before creating the invoice, confirm that the number in the :guilabel:`Delivered` column matches the
+total number of :guilabel:`Hours Spent` listed in the :guilabel:`Timesheets` tab on the ticket.
+
+.. image:: track_and_bill/track-bill-delivered-timesheet-hours.png
+   :align: center
+   :alt: View of a sales order with emphasis on the delivered column.
+
+Then, click :guilabel:`Create Invoice`. This will open a :guilabel:`Create Invoices` pop-up window.
+If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as
+:guilabel:`Regular Invoice`. If a down payment will be collected, choose between either
+:guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`.
+
+.. important::
+   Use the :guilabel:`Timesheets Period` field if this invoice should only include timesheets from a
+   certain time period. If this field is left blank, *all* applicable timesheets that have not yet
+   been invoiced will be included.
+
+.. image:: track_and_bill/track-bill-create-invoice-timesheets-period.png
+   :align: center
+   :alt: View of create invoices pop up showing timesheets period fields.
+
+When the necessary information has been entered, click :guilabel:`Create Invoice`. The invoice can
+then be sent to the customer for payment.
+
+.. seealso::
+   :doc:`/applications/inventory_and_mrp/inventory/management/products/uom`