Prompt when creating an invoice for a customer with a monthly recurring invoice already in place.
We have a decent number of clients that get a monthly invoice for managed services. When we do additional work, we put the time on the corresponding ticket and then mark as resolved, counting on the recurring invoice to pick up the charges and invoice them. That all works fine. The problem we are running into is that not every technician knows what customers need to be billed right away, and which ones should wait for the recurring invoice.
What we need is a prompt that appears when someone clicks the "make invoice" button that says "This customer has a monthly recurring invoice in place that will automatically invoice these charges, are you sure you want to create this separate invoice?"
It's not exactly what you're looking for, and the feature is only half-baked at the moment, but you can try using Contracts and SLA.
You can force the Contract and SLA to show up for every ticket created for that user, so it's displayed right in the Ticket Info screen. You can also write rules so it will rewrite any labor charges.
We SORT OF use this... If a client is on an AYCE plan, we rewrite hourly labor rates to $0 automatically. That way a tech records his/her charges, and then they get zero'd out.
Idealy, we'd like a better way of tracking our time for clients that don't get billed for individual services. At the very least, we'd like a way to standardize those fee re-writes... I believe as it stands you have to manually create all of the rewrites for every single customer.