跟踪和计费时间¶
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, Project and Accounting applications, customers can be charged once the work is completed, or before it has even begun.
警告
Since the Track & Bill Time features require integration with other applications, enabling them may result in the installation of additional modules or applications.
在 One-App-Free 数据库上安装新应用会触发一个为期15天的试用期。试用期结束后，如果没有向数据库添加付费订阅，数据库将不再处于活动状态，也无法访问。
配置跟踪和计费时间功能¶
Before a customer can be invoiced for support services, the Track & Bill Time features must be enabled on each Helpdesk team individually.
启用在帮助台团队上跟踪和计费时间¶
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 one. This reveals a team’s settings page.
在团队的设置页面上，滚动到 Track & Bill Time 部分。勾选标记为 Timesheets 和 Time Billing 的复选框。
一旦勾选了 工时表 框，一个新的字段会出现，标记为 项目。
注解
If this is the first time this feature has been enabled on this database, the page may need to be manually saved and refreshed before the Project field appears.
The project selected in this field represents where all the timesheets for this team’s tickets are recorded. Click into the Project drop-down menu to select a project.
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.
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 Timesheets. This product can be found under . Then, search for Service on Timesheets 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 Timesheets from the product 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. Make any necessary changes to the product record, such as the Cost or Sales Price.
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 New. This reveals a blank product detail form.
在新产品表单中，添加一个 产品名称，并将 产品类型 设置为 服务。然后，将 发票策略 设置为 预付/固定价格。这意味着可以为该产品生成发票并收到付款，而无需为这些服务记录任何工时表条目。
最后，设置 销售价格，并确认 计量单位 设置为 小时。
发票预付支持服务¶
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 section above.
创建一个预付产品的销售订单¶
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 New to reveal a blank quotation form.
然后，使用客户信息填写报价单表格。
转到报价单的 订单行 选项卡，然后点击 添加产品。然后，在上述步骤中配置的 预付服务产品 中进行选择。使用小时数更新 数量 字段。
在更新其他必要信息后， 确认 报价单。这将把报价单转换为一个 SO 。
创建并发送预付费服务的发票¶
Once the SO has been confirmed, click the Create Invoice button. 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).
当输入完必要信息后，点击 创建草稿发票。
发票随后可以发送给客户进行付款。
为预付费服务创建帮助台工单¶
要创建一个预付费服务的 Helpdesk 工单，请导航到 并点击 Tickets 按钮以显示特定团队的流程。点击 New 创建一个新工单。
在空白的工单表单上，创建一个工单 标题，并输入 客户 信息。
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.
跟踪帮助台票的时间¶
在特定工单上， Helpdesk 工单上花费的时间会在 Timesheets 标签上进行跟踪。
在工单详细表单上，点击 工时表 选项卡，然后点击 添加一行。选择一个 员工，添加一个 任务描述，并输入 花费时间 的小时数。
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.
当小时数添加到 Timesheets 标签时，它们会自动更新到 Delivered 字段上的 SO。
发票后付支持服务¶
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 in the section above.
创建一个带有时间跟踪产品的销售订单¶
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 . Then, click New to reveal a blank quotation form.
填写报价单并填入客户信息。
在 订单行 选项卡上，点击 添加产品。选择在上述步骤中配置的 后付费服务产品。在更新其他必要信息后，点击 确认 报价。
重要
Unlike with the prepaid services quotation, 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.
为时间跟踪服务创建一个帮助台工单¶
To record a Timesheet entry for time-tracker services, go to the app, 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 opens the ticket details form. If there is no existing ticket for this customer issue, click 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 Sales Order Item drop-down menu. Select the SO created in the previous step.
在工单上跟踪支持时间¶
为了基于工时表创建产品的发票，需要跟踪和记录工时。在此时，服务被视为 已交付 。要记录此支持服务的工时，请单击工单的 工时表 选项卡。
点击 添加一行 来记录一个新条目。从下拉菜单中选择一个 员工，并在 花费时间 列中记录时间。
重复这些步骤，直到所有问题上花费的时间都被记录下来。
为在工单上跟踪的小时数创建发票¶
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.
要做到这一点，请点击工单顶部的 销售订单 智能按钮，返回到 SO。
Before creating the invoice, confirm that the number in the Delivered column matches the total number of Hours Spent listed in the Timesheets tab on the ticket.
Then, click Create Invoice. This opens a Create invoice(s) 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 Draft. The invoice can then be reviewed, edited, and sent to the customer for payment.