Disallow marking Tickets as Resolved if Unpaid Invoice is Linked
We are having issues with technicians manually marking Tickets as Resolved before linked invoices on the Ticket have been paid. From our experience, once Tickets are Resolved they are essentially archived and are out of view; lost in a sense. Only much later do we come across unpaid invoices when running an audit or reconciliation.
We'd like to flag/alert/prevent users from marking Tickets as Resolved if there's a linked Invoice that is unpaid. It makes sense that you can resolve a Ticket after taking payment, but we need to stop people from accidentally Resolving prematurely.
I don't want to make a "barrier" that makes the system harder to use, but certain things just shouldn't happen. Like when you try to change an Invoice without a location set - it won't let you, because that's important and necessary. With Tickets, it's necessary for them to stay "Invoiced" or "Open" until all Invoices have been paid.
This should be a simple task to alert and prevent users from making this mistake which will help us greatly.
I like it – thanks Ryan
Sounds like based on comments it needs to be (another) setting..
We’ll think about this further.
Yes, this is a very serious issue. How can we be sure that we are billing for tickets if they just disappear when they're resolved? They need to stay in the list of "CURRENT TICKETS" until they are archived. There should also be an icon next to them indicating whether they have already been invoiced or not. The term "Resolved" just speaks to the issue the client had, not to the billing and processing of the ticket.
Cheryl Pappas commented
It would be great if:
1. A ticket could never be mark RESOLVED with an OPEN INVOICE
2. An invoice could never be marked PAID if there are NO LINE ITEM added
This would make my life so much easier, especially with QuickBooks integration.
Despite training staff they still make errors.
Alex Jones commented
Any movement on this? We have users make mistakes too. We would love to prevent Resolved until all Invoices are marked as paid, as well as see if tickets are accidentally marked Resolved under the "Invoices" tab during audits.
@Juliette and @Chris: I agree this would not work for everyone. I think @Jonathan made a good point and having this as a setting/option would make the most sense. There really are only 2 ways of handling tickets/billing, and this toggle option would allow all shops to operate the way they wish. I'm glad you voiced concerns as I don't want the system changed for everyone if they operate differently. Thank you for your feedback :)
Spencer Pous commented
+1 for MSP feature
I don't like this idea. What I could counter suggest is disallow tickets to be resolved if there are un applied charges!!
Invoices show in the invoice center that are due. We are working on using the status section to show how long it takes to complete service and if we cannot resolve and close a ticket because of an unpaid invoice that would make thins more difficult to keep the service times down (in repairshopr)
If this is implemented please make it an option in the settings for those that do not want this.
Juliette Dorsett commented
I need to know my tech has completed the repairs on the device and he does this by marking completed in the status and then changing the ticket to resolved as truely it is resolved otherwise the ticketing screen is filled with invoiced tickets and this too can be distracting. Unless you are doing 100 repairs a day you should just be able to click on the invoice icon and they will be right there. We should not ask RepairShopr to re-invent the wheel this product is great and works for us. It is all in each shops operational preferences. Don't change it or if you do allow it to be site specific. Thank you
yes to this. there are still loopholes in this software for techs to steal. this would be another way to insure they cannot.
the RMA and inventory system really needs work to be effective to prevent theft. i really wish you all would make that a priority.
I like Jonathan Matthews' idea. We handle our system the same way. Someone always needs to verify that invoicing is done correctly.
Jonathan Matthews commented
I'd rather see this as a check box option myself.
With my practice, I will have technicians invoice and close the ticket. My Service Manager (or myself) will make sure that the closed tickets have the appropriate invoice and my billing department deals with the invoice.
YES!!! Thank you!!!
This could most easily be added as a checkbox option in Invoice settings:
"Require Payment on Invoices to Resolve Ticket"