QUESTION
The relationship between work orders and how they flow into pending items
ANSWER
Users often complain that their work orders do not flow into pending items. It is not because it is not working, it is because they do not understand the process.
Work order items are not flowing into Service Billing tab > Pending Items page after closing out the work order.
Closing work orders does not specify they will go over to Pending items. You must add time against work orders. For example, you have to add an item in the Items tab
Once you have an item, you can then start adding time against it by clicking on "Enter Detail"
Or you can enter time against a work order via a service desk ticket. In order to select a work order in a ticket, the work order must be assigned to that organization that the ticket is associated to, work order must not be closed, work order must have at least one item added to it.
So, in order for work order items to go over to Service Billing tab > Pending Items, you must add time against the entry. We must remember that time is what gets billed, not the actual item. So, you must add time to the item.
APPLIES TO
6.3 and 6.2