Billing Service Requests
Every service request carries its own parts and labor, and its Billing Method decides which documents it turns into — an estimate, a sales order, an invoice, or nothing at all for work that's covered. Billing starts from the request itself, so the customer, site, and lines are copied across instead of being typed again.
Line items
The request's Lines tab is a grid with a type (Part, Labor, Service, or Other), item, description, quantity, unit of measure, price, a Taxable tick box, Tax Code, and amount. A new line starts as a taxable Part with quantity 1. Choosing an item copies its sale price into Price; the amount is always quantity × price. Leave Tax Code empty to use the customer's default.
Subtotal, Tax, and Total are calculated when you save, from each taxable line's tax code, the customer, and the service address — after changing a line, save to recalculate them. The estimate, sales order, or invoice created from the request calculates its tax again, and that's the figure that's posted.
Once a request is completed or cancelled its lines are locked; Reopen it to change them. Once it's on a sales order or invoice, its lines can't change at all.
Billing methods
| Billing Method | What you can create |
|---|---|
| Direct Invoice | An invoice, once the request is completed |
| Estimate → Invoice | An estimate at any time, then an invoice once completed |
| Estimate → Sales Order → Invoice | An estimate, then a sales order and an invoice once completed |
| No Charge | Nothing — the request shows a No Charge billing status |
New requests start on Direct Invoice unless you've set a different default in Service Request Settings. Requests created by a Full Coverage service agreement are No Charge.
Creating the document
On a completed request, the progress bar's main button becomes the next document — Create Invoice, Create Estimate, or Create Sales Order. The same actions are on the Billing tab and as row actions in the Service Requests list. An estimate can be created before the work is done; a sales order or invoice needs the request to be Completed.
After you confirm, the request's customer, site, and lines are copied onto the new document, which you can open from the notification. It's then linked on the request's Billing tab and summary.
To bill many jobs at once, select them in the Service Requests list and run a Create action in bulk. Requests that aren't at the right point in their sequence are skipped and counted in the result.
Billing status
The request and the list show a billing status of Unbilled, Estimated, Ordered, Invoiced, or No Charge — the furthest document created wins. The Billed step of the progress bar lights up once the request is invoiced, or straight away for No Charge.
Each document can be created only once per request. If it (or a later one) already exists, you'll get a message saying the request is already on that document — open it from the Billing tab instead. Cancelling or deleting the document frees that step again. A request that's on an estimate, sales order, or invoice can't be deleted; it stays on file as the record of the billed work.
Billing item for labor
Lines with no item of their own, such as labor, need an item to appear under on the estimate, sales order, or invoice. Set it once as the Field Service Billing Item in Service Request Settings; if it's empty, the Project Billing Item is used. Recurring invoices from service agreements use the same item.
Who can bill
You need permission for the document being created. Technicians signed in with their own technician access can't bill.