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Re-opening Jobs.

Hi,

I recently discovered an issue with re-opened jobs in the Web Help Desk which forced me to disable the ability to re-open a job.

Basically if you create a job and then close it. Say you've added 1 hour of chargeable time to the job. The job is now closed and 1 hour has been deducted. The client gets a bill for 1 hour of work.

Now say a month later the same problem happens again. The client looks up the old job and sends an email to the help desk saying it's happened again. Because they used the old email which has the job number in the subject (to reopen the job) the job gets reopened in the system. So the tech works on the job again and spends another hour working on the issue and resolves the problem. He closes the job and now 2 hours get deducted from the tally. So the next bill goes out saying 2 hours where deducted which the client has to pay for. 1 hour of which they have already paid for. So essentially we are double dipping the client.

Consequently I think that the process for opening a job needs to be changed. My suggestion is that when a job is reopened it should create a brand new job. But either link to the existing job ID or else copy the contents of the old job to the new job. This would allow the job to be opened up but not change any of the existing billing time and mess up the details already sent to the client.

Changing information which has previously been submitted and billed simply isn't an acceptable outcome hence I had to disable re-opening jobs.

Thanks.

Daniel.

FormerIdeaCreator
Parents

  • One quick thing on this are you using ticket or billing reports to get the time worked, if ticket reports then that is the cause of the issue as they will pull in any work time

    on a ticket that falls into the date / time criteria you use on the report, where as the billing reports pull in the work time that was only entered in the date / time criteria used in the report.

  • in reply to conners

    Hi, I realised a while back that ticket reports include non charge work which is really annoying. However the billing report isn't much better since it simply adds ALL billing rates that aren't 0 together. I have my help desk set up with multiple billing options, eg: Pre-paid, Post-paid, Project, Managed Services, Travel, Non Charge. Consequently I need reports for each billing type which the current system is not able to do. Consequently I was forced to create my own reporting system using Access/SQL to extract the billing information out of the SQL database.

Comment
  • in reply to conners

    Hi, I realised a while back that ticket reports include non charge work which is really annoying. However the billing report isn't much better since it simply adds ALL billing rates that aren't 0 together. I have my help desk set up with multiple billing options, eg: Pre-paid, Post-paid, Project, Managed Services, Travel, Non Charge. Consequently I need reports for each billing type which the current system is not able to do. Consequently I was forced to create my own reporting system using Access/SQL to extract the billing information out of the SQL database.

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