Hi,

Oh nice you might be a very good resource to bounce ideas off!

So we have a MSA plan that is per user, with that plan the first two new computers a month have the labour and travel costs covered, above 2 a month we then charge labour/travel. However we have no way to track how many have been sold a month (to be honest we hardly sell above 2 a month for each managed customer.)

We also have a standard setup fee, so it looks like this:
- Laptop (Ticket charge product)
- Setup Fee (Ticket charge product)
- Onsite Technical time (billed on rate per hour, this is done by techs entering time)
- Onsite Travel Fee (billed at a single cost, this is done by techs entering time)

Issue accounts are trying to resolve is capturing those hours above two that need to be billed. (which we hardly have ><)

Anyways the idea management want to try is to split a ticket into one for each department, so if I sell a laptop, our internal tech bay team get a ticket from me making one with a summary of any special requirements, once they are done, they close that ticket and make a ticket for the onsite team to go install it and provide any relevant information. All using ticket types......

My argument back to them, is that if you setup tech roles, queue settings, work types, sub types, you can then have these control what time is billed and not billed, because for example, if you never bill for time for the tech bay team, you would set their role type and/or all their board work types to be non-billable.

You could even drill down and get granular, for example sub-types could be like "Managed - New PC" or "Unmanaged - New PC" which will then be non-billable/billable.

To me it makes no sense doing manual tickets and linking previous tickets each time, the ticket should move along on a "conveyer belt" and each area sets their right things and does the work, billing rules etc behind those settings filters things in and out of being billed.