Follow

How To Integrate Service Desk and Service Billing

QUESTION

How To Integrate Service Desk and Service Billing

ANSWER

This KB Article will explain how to integrate service desk and service billing. You can either make it that the time entries flow from service desk to service billing automatically OR to have to approve it in Time Tracking first.

To address the problem of users that do not know why their time entries in service desk do not flow over to Service Billing > Pending Items page. This is because they probably do not have the proper configurations.

To integrate Service Billing with Service Desk, please ensure you go through the following:

1. Go to service desk tab > Desk Definition and choose the desk you would like to integrate with Service Billing
2. Click "Edit" on the top menu
3. Enable the option "Integrate with Service Billing"

From here, Service Desk and Service Billing have been integrated. However, it is important to understand that Service Desk does not speak to Service Billing directly. Service Desk speaks to Time Tracking and Time Tracking then speaks to Service Billing. Since Time Tracking is the middle person, you must make sure you configure Time Tracking as well:

1. Go to time tracking tab > Settings page
2. You will need to ensure that the following option is enabled:

"Submit Time Entry Data to Service Billing"

3. IMPORTANT: You will also see the option "Use the Timesheet feature for time entry approval". 

If you enable this option, this states that the entries from Service Desk will NOT flow into Service Billing automatically. This states that the time entries from Service Desk will flow into Time Tracking and they will stay there until the user's time sheets are approved from Time Tracking. Once the time sheets are approved, then that will kick the time entries over to Service Billing tab > Pending Items page.

If you would like the time entries to flow into Service Billing immediately once they are created in Service Desk, then it is very important that you ONLY enable:

"Submit Time Entry Data to Service Billing"

Do NOT enable: "Use the Timesheet feature for time entry approval". 

From here, your time entries should be flowing into Service Billing tab > Pending Items page

APPLIES TO

6.3 and 6.2

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

0 Comments

Article is closed for comments.