追踪并结算时间¶
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, Project, and Accounting applications, customers can be charged once the work is completed, or before it has even begun.
警告
由于 追踪并结算时间 功能需要与其他应用程序整合，启用这些功能可能需要安装额外的模块或应用程序。
在*One-App-Free*数据库上安装新应用程序会触发 15 天免费试用。试用期结束时，如果数据库中未添加付费订阅，则数据库将不再处于活动状态，也无法访问。
Track and bill time features configuration¶
在向客户开具支持服务发票之前，必须在每个 服务台 团队中分别启用 追踪和结算时间 功能。
Enable track and bill time on a team¶
To view and enable the Track & Bill Time features on a Helpdesk team, first navigate to . Then, select a team from the list, or create a new Helpdesk team. This reveals a team’s settings page.
On the team’s settings page, click Edit, then scroll to the Track & Bill Time section. Tick the boxes labeled Timesheets and Time Billing.
选中 工时单 框后，就会出现一个标为 项目 的新字段。
注解
如果这是此数据库首次启用此功能，则可能需要手动保存并刷新页面，然后 项目 字段才会出现。
在此字段中选择的项目代表记录此团队工作票的所有工时单的位置。点击 项目 下拉菜单选择项目。
To create a new project where the timesheets are recorded, click into the Project drop-down menu, type a name for the project, and then click Create from the drop-down menu beneath.
Click Save at the top-left of the page to save any changes.
配置服务产品¶
When the Time Billing feature is enabled, a new product is created in the Sales app
called, Service on Timesheet. This product can be found under . Then, search for Service on Timesheet in the Search… bar.
This is the product that is used when invoicing for post-paid support services after they have
been completed.
Select Service on Timesheet from the Products page. This reveals the product detail form. The product is configured with the Product Type set to Service, and the Invoicing Policy set to Based on Timesheets. Click Edit to make any necessary changes to the product record, such as the Cost or Sales Price, then click Save.
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 , and click Create. This reveals a blank product detail form.
On the new product form, add a Product Name.
小技巧
Try to use a name that identifies the purpose of the product, for example, Prepaid Services.
This makes it easier when adding it to a sales order later.
Set the Product Type to Service. Then, set the Invoicing Policy to Prepaid/Fixed Price. This means an invoice can be generated and payment can be received for this product, before any timesheet entries have been recorded for these services.
Finally, set the Sales Price, and confirm that the Unit of Measure is set to Hours. Then, click Save to save those configurations.
预付支持服务发票¶
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 Prepaid/Fixed Price would be used, just like the one created in the Configure service products section.
Create prepaid product sales order¶
To invoice a customer for prepaid support services, first create a sales order (SO) with the support services product. To do this, go to . Then, click Create to reveal a blank quotation form.
然后，在报价表中填写客户信息。
Go to the Order Lines tab of the quotation, and click Add a Product. Then, select the prepaid services product configured in the steps above. Update the Quantity field with the number of hours.
After updating any other necessary information, Confirm the quotation. This converts the quotation into a SO.
Create/send invoice for prepaid services¶
Once the SO has been confirmed, click the Create Invoice button on the sales order form. This opens a Create invoices pop-up window.
If no down payment is collected, the Create Invoice type can remain as Regular invoice. If a down payment is collected, choose between either Down payment (percentage) or Down payment (fixed amount).
When the necessary information has been entered, click Create and View Invoice or Create Invoice.
小技巧
Invoices are created in draft mode, so they can be reviewed and edited, if necessary.
The invoice can then be sent to the customer for payment.
为预付费服务创建服务台工单¶
To create a Helpdesk ticket for prepaid services, navigate to , and click the Tickets button on the desired team’s card, to reveal that specific team’s pipeline. Click Create to create a new ticket.
On the blank ticket form, enter a ticket Title and the Customer information.
When the customer name is added, the Sales Order Item field automatically populates with the most recent prepaid sales order item that has time remaining.
If a customer has more than one sales order item with remaining time, click the Sales Order Item field, and select the correct item from the drop-down list.
After entering all of the necessary information, click Save.
追踪服务台工单上的小时数¶
在*服务台*工单上花费的工作时间，在特定工单的*工时单*选项卡上进行追踪。
On the ticket detail form, click on the Timesheets tab, and click Add a line. Choose an Employee, add a Description of the task, and enter the number of Hours Spent working on the task.
As new lines are added to Timesheets tab, the Remaining Hours on SO field, at the bottom-right of the tab, is automatically updated.
注解
If the number of hours on the Timesheets tab exceeds the number of hours sold, the Remaining Hours of SO turns red.
当工时添加到 工时单 标签时，它们也会自动更新 : abbr:SO （销售订单） 上的 已交付 字段。
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 Based on Timesheets would be used, like the one created above.
Create time-tracked product sales order¶
To invoice a customer for post-paid support services, first create a sales order (SO) with the Service on Timesheet product. To do this, go to . Then, click Create to reveal a blank quotation form.
在报价单上填写客户信息。
On the Order Lines tab, click Add a Product. Select the Service on Timesheet product configured above. After updating any other necessary information, Confirm the quotation.
重要
Unlike with the prepaid service quotations, Odoo does 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.
为时间追踪服务创建服务台工单¶
To record a Timesheet entry for time-tracked services, go to the , 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 to open it. If there is no existing ticket for this customer issue, click Create to create a new ticket, and enter the necessary customer information on the blank ticket detail form.
After selecting or creating a ticket, go to the Sales Order Item drop-down menu. Select the SO created in the previous step.
追踪工单上的支持时数¶
为了根据工时单创建产品发票，需要对工时进行追踪和记录。此时，服务被视为*已交付*。要记录此支持服务的工时，请单击票单的 工时单 选项卡。
单击 添加行 以记录新条目。从下拉菜单中选择一个 员工，并在 已花费小时数 栏中记录所用时间。
Repeat these steps, as needed, until all time spent on the issues has been recorded. Then, click Save.
Create invoice for hours tracked on a ticket¶
After the customer’s issue has been solved, and it is determined no new timesheet entries need to be made, an invoice can be created, and the customer can be billed.
要执行此操作，请单击工单顶部的 销售订单 智能按钮，返回到:abbr:SO（销售订单）。
创建发票前，请确认 已交付 列中的数字与票据上 工时单 选项卡中列出的 :guilabel:`所花费小时数`一致。
Then, click Create Invoice. This opens a Create invoices pop-up window.
If no down payment is collected, the Create Invoice type can remain as Regular invoice. If a down payment is collected, choose between either Down payment (percentage) or Down payment (fixed amount).
重要
Use the 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.
When the necessary information has been entered, click Create and View Invoice or Create Invoice. The invoice can then be sent to the customer for payment.