<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Manually adjusting billable time on actions</strong></p><p><strong>- Set who can re-calculate billing</strong></p><p><strong>- Recalculating Billing</strong></p><p><strong>- Excluding actions from re-calculate billing</strong></p><p><br></p><p><br></p><p>As agents complete actions/time on tickets, this time spent (labour) will bill the customer automatically in line with their billing rules. The way in which an action is charged (pre-pay, pay as you go, contract) will be calculated as soon as the action is saved. However, if any changes are made to the action, or to the customer's billing setup after the action is saved billing calculations will need to be re-run, to ensure the action is being billed correctly following the new changes. </p><p><br></p><p>In order to do this Halo allows you to 're-calculate billing' at the ticket, action, list and customer level. </p><p><br></p><p><strong><span style="font-size: 14pt;">Manually Adjusting Billable Time on Actions</span></strong></p><p>If an action has been logged incorrectly, such as the time taken is incorrect or the incorrect charge type was chosen, they can be edited after logging. To do this simply hover over the action until the ellipsis appear, then hover over this to see the options for the action. Here you can select 'view/edit action' to edit the action. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3MjVlYWM1LTg0OWUtNGY1My1iNzc4LWE5Y2ZjZjBlNTQ5MyJ9.2NYnPEZ6CcoNp2z8kEX8ysGQEd6FNkKJTaYyRkjEISs" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 247.243px;" height="247"><strong><span style="font-size: 10pt;">Fig 1. Edit action</span></strong></p><p><br></p><p>When selected the action edit screen will appear, from here, select the 'Time Tracking' tab. Here, you can edit various aspects of the action which will impact how it is charged/billed. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlZjhjODExLTcxYzYtNGMyMi05N2RkLTE2ZjVkMjU3YzMxOCJ9.IkoYmZ2cVI7Wn6BmUzm4AVmhIaPf862n6zuW9bLQGxs" class="fr-fic fr-fil fr-dib" width="729" style="width: 731px; height: 731.821px;" height="732"></p><p><strong><span style="font-size: 10pt;">Fig 2a. Action properties</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjMTU3MTEwLTg1NTgtNDVkNi1hNGY2LWRiNzVjMzM3MDUxZSJ9.zwcsLgQdqQPQHkSbeXuItGkbKXL61oV1X0jWjsaMtWU" class="fr-fic fr-fil fr-dib" width="881" style="width: 883px; height: 632.635px;" height="633"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 3b. Action properties</span></strong></p><p><br></p><p><strong>Core Time spent</strong> - This will determine how much time the customer is billed for this action, or how much time is deducted from their contract/pre-pay hours. </p><p><strong>Lock time entry and do not recalculate</strong> -This can be enabled to prevent billing being re-calculated for this action, more on this later in the guide. </p><p><strong>Is Billable</strong> - Determines if the action is billable or not. </p><p><strong>Ready for Invoicing </strong>- Determines if an invoice has been generated for this time already, or is available to be generated in the ready for invoicing area. If the time is covered by pre-pay or contract hours that have already been invoiced, this setting will be checked, as the customer has already paid for this labour. </p><p><strong>Billing Plan</strong> - This is not an editable field, but will indicate how the action is being billed, if it is being charged as pay as you go, deduced from pre-pay time, contract time or not being billed. </p><p><strong>Billed Hours</strong> - Determines how many additional hours the customer will be billed for. If this action is covered by pre-pay/contract hours than no time should be logged here, this indicates pay as you go time. </p><p><strong>Contract Hours</strong> - Determines how many hours this action has taken from, or included against, a contract. If the contract has a finite amount of hours, this time will be deducted from the contract allowance (the contract linked to the action). If the contract has unlimited hours, this just indicated how much time has been covered by the contract. </p><p><strong>Contract Billing Date Override</strong> - Here, you can set a date that the action will be billed in line with. That is, if a date is set here, when billing calculations are run, the action will be billed as if it was completed on this date. Useful if you would like the time to be deducted from a pre-pay/contract period that is different to the period that the action was actually completed within. </p><p><strong>Charge Type</strong> - Determines the charge type used for the action. </p><p><strong>Agreement/Contract</strong> - Determines the contract/agreement associated with the action. If populated this time will be deducted from this contract. </p><p><br></p><p>The above properties can be edited for an action after the action is logged, when changed the time for the action may be billed in a different way. Once a property is edited, ensure you save the action. </p><p><br></p><p><strong><span style="font-size: 12pt;">Restrict who can edit billing properties of actions</span></strong></p><p>If you do not want all your agents to be able to manually adjust the properties of actions that impact billing you can restrict this using agent permissions. This is determined by the permissions 'Editing of Actions' and 'Can manually adjust billing time allocation per action'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2MTYzYTMwLTg0MWYtNGNmZi05YTY3LTQxODI4NmYyYmE2NiJ9.91Dpn6mv9OdYN_7zp0LO9ZJeUhz-x6OBhR5N1ASsjpw" class="fr-fic fr-fil fr-dib" width="533" style="width: 535px; height: 374.59px;" height="375"></p><p><strong><span style="font-size: 10pt;">Fig 4. Permission to enable editing of action billing properties</span></strong></p><p><br></p><p>The agent must be given permission to edit actions for the permission 'Can manually adjust billing time allocation per action' to take effect. </p><p><br></p><p><strong>No</strong>- Agent cannot edit the billable properties of actions</p><p><strong>Managed only</strong> - The agent can only edit their actions and the action of the agents they manage (they are the 'manager' of). An agent's manager is set against their agent profile. </p><p><strong>Managed and their Managed </strong>- The agent can edit their actions, the actions of the agents they manage and the agents those agents manage. So the department manager will be able to edit the actions of all the team leaders in that department and all the team members who are managed by those team leaders. </p><p><strong>All </strong>- The agent can edit the billable properties of all actions. </p><p><br></p><p><strong><span style="font-size: 14pt;">Re-calculating billing</span></strong></p><p>Once you have adjusted the properties of the action you will want to re-run billing calculations to determine how the action should be charged following the changes made to it. These will not run automatically after a change, so you must re-run them. </p><p><br></p><p><strong><em>Note: Actions that have already been invoiced will not be able to have their billing recalculated, this applies to any pay as you go work. As the time entry is directly associated to an invoice Time entries that use pre-pay hours, or are covered by a contract will be able to have their billing recalculated even after the invoice for that period's contract/pre-pay hours has been created. </em></strong></p><p> </p><p><strong><span style="font-size: 12pt;">Set who can re-calculate billing and edit actions</span></strong></p><p>Agent permissions determine who can re-calculate billing for an action. This is determined by the permissions 'Editing of Actions' and 'Can recalculate billing against Tickets'. The agent must have permission to edit actions to be able to re-calculate billing for actions. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2NWRmZjA3LWI5OTItNGZiZi04N2E5LTZhYzA3ZDVjNmE3YiJ9.m_14cAdIYrkiGXI2LDoGRXK4TA_G3H35ZmiuQvSSf-w" class="fr-fic fr-fil fr-dib" width="530" style="width: 532px; height: 297.192px;" height="297"></p><p><strong><span style="font-size: 10pt;">Fig 5. Permission to allow the re-calculation of billing</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Recalculating Billing</span></strong></p><p>Once changes to actions have been made billing calculations need to be re-run. These can be run from three places, at the action level, at the ticket level and at the customer level. </p><p><br></p><p><strong>Action level</strong></p><p>To re-calculate billing against an action edit the action, then use the 'Recalculate billing' option. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlMWIyY2U2LTY1MGYtNDdhMS1iMDQ4LWRiNjYwNjFmYTI2MCJ9.neLR_8MZg_-VqPh90wa6E7ct8LQ8PQmIcnUH1fVue7U" class="fr-fic fr-fil fr-dib" width="438" style="width: 440px; height: 387.68px;" height="388"></p><p><span style="font-size: 10pt;"><strong>Fig 6. Recalculate action billing</strong></span></p><p><br></p><p>This will re-run billing calculations for this action alone. If changes have been made to the action since it was logged (or your billing setup), you will need to recalculate billing for the action, the way in which the action is billed will then be updated. </p><p><br></p><p><strong><span style="font-size: 11pt;">Ticket level</span></strong></p><p>To recalculate billing for a ticket, hover over the ellipsis in the top right of the ticket to bring up the ticket menu. Here, select the option 'Recalculate billing'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZWJlZGQ2LTgxNTMtNDYwNS05ZTNmLWE2Zjg0NDM5NTYzNiJ9.c2qYZddaAPHfk4L38IeV-ZFbvtgiJTRapwTLRRhdMEk" class="fr-fic fr-fil fr-dib" width="540" style="width: 542px; height: 629.498px;" height="629"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Recalculate billing for ticket</strong></span></p><p><br></p><p>When used, this will re-run billing calculations for all actions completed on this ticket. </p><p><br></p><p><strong>List level </strong></p><p id="isPasted">Multiple tickets can be selected when viewing tickets in a list, these can then be selected to have their billing recalculated. Useful when you need all the tickets assigned to a selected team, or of a particular ticket type recalculated. </p><p><br></p><p>To do this select all the tickets you would like to recalculate the billable time for, hover over the edit button on the top level and select 'Recalculate billing'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNmQwMjQ2LTU4ZTEtNGZjNC1iMGIzLTM5NzhmYmQ5YTc5MiJ9.O_lkgm9JJILerW7JopHONIdejOTtkJIDD91V-5BGcgI" class="fr-fic fr-fil fr-dib" width="878" style="width: 880px; height: 630.4px;" height="630"></p><p><strong><span style="font-size: 10pt;">Fig 8. Recalculate billing for tickets in lists</span></strong></p><p><br></p><p id="isPasted">When used, this will re-run billing calculations for all actions completed on the selected ticket. </p><p><br></p><p><strong>Customer level</strong></p><p>When a customer is using pre-pay, if billing calculations need to be re-run, we recommend doing this at the customer level. This is because pre-pay hours will be deducted from this pot sequentially in the order the actions are completed. Therefore, if a change is made to an action that means the amount of time deducted from pre-pay will change, all actions following this will also need to have their billing recalculated. This will ensure the correct amount of hours is deducted from the customer's pre-pay balance for the correct periods. </p><p><br></p><p>To recalculate billing for all the actions completed for a specific customer, head to the customer profile. Here, you will see a button at the top of the profile to 'Recalculate Billing'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmNTJkOGM0LThhYzMtNDMzMi04MDIxLTY1NGNhNmI2NTI0YiJ9.OCct9HfCAvRsdbIE7VABM2HUm9zbzsyxA6T0kFEGu10" class="fr-fic fr-fil fr-dib" width="905" style="width: 907px; height: 450.301px;" height="450"></p><p><strong><span style="font-size: 10pt;">Fig 9. Recalculate billing for a customer</span></strong></p><p><br></p><p>When used, you will be prompted to enter a time period to recalculate action/time entries between. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhOWUzOGUwLWE1NGUtNDI5Zi05MWM4LTVlN2QwZWViZGJlZCJ9.uui8P96Bc8j84iFh6peHc1F9Nph_Twjvd5DRiyp-Fmo" class="fr-fic fr-fil fr-dib" width="618" style="width: 620px; height: 324.806px;" height="325"></p><p><strong><span style="font-size: 10pt;">Fig 10. Time period to recalculate billing for</span></strong></p><p><br></p><p>The system will only recalculate billing for actions completed within this time period. The time an action is completed is based on the 'date done' against the action, or the 'contract billing date override' (if set). </p><p><br></p><p>Three months of entries can be recalculated for a customer at one time. Once the time period is saved the recalculation will happen in the background. Calculation will happen right away but completion will depend on the amount of entries being recalculated. </p><p><br></p><p>Halo will work through and recalculate billing for the time entries logged for this customer in chronological order, starting at the 'Date to recalculate from'. </p><p><br></p><p><strong><em>Note: You must be an administrator to access this button.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Excluding actions from re-calculate billing</span></strong></p><p>If you are recalculating billing for multiple actions at once (using customer or ticket level recalculation), you can have selected time entries excluded from recalculation. </p><p><br></p><p>To have an action excluded edit the action and enable 'Lock time entry and do not recalculate'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NThhNGNmLTYyMmMtNDVkMy1hOTJhLTU5N2VmYzY3ZWM4ZCJ9.YSAYc-RD-6yYJrre7-BHEybZ2P6zIEmNVXDFXl6cmdA" class="fr-fic fr-fil fr-dib" width="398" style="width: 400px; height: 344.828px;" height="345"></p><p><strong><span style="font-size: 10pt;">Fig 11. Exclude time entry from billing recalculations</span></strong></p><p><br></p><p>This is useful when you would like to set an action to be billed in a particular way, that is not in line with your billing rules. </p><p><br></p><p><strong><em>Note: If you are using pre-pay calculation method v2, this setting will be enabled automatically for any actions linked to expired pre-pay records. For further information on editing actions when using pre-pay v2, please do visit the guide: <a href="https://usehalo.com/halopsa/guides/2840/" target="_blank" rel="noopener noreferrer">Pre-pay V2</a>.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Recalculate automatically when an agreement/contract changes</span></strong></p><p>If you would like billing calculations for time entries to be recalculated automatically when the agreement/contract associated with a ticket changes, this functionality can be enabled globally. Head to configuration > agreements (may be called contracts) > see 'When an Agreement is changed on a Ticket update all time entries to use that Agreement'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1MTc5MTJiLWQzNmUtNDA1NS04MTEwLTk3M2NiZDZmYmNmMyJ9.px0t5X9UxkG9y5FEEOC1kJ0IiMp1aumFidqg0sS6UYQ" class="fr-fic fr-fil fr-dib" width="743" style="width: 745px; height: 438.433px;" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 12. Setting to recalculate billing when the agreement associated with a ticket changes</span></strong></p><p><br></p><p>This is useful when work may begin on a ticket before an agreement is associated with the ticket, or if the associated agreement changes mid way through the ticket flow. As the agent does not need to remember to recalculate billing for the ticket after this agreement changes. </p><p><br></p><p>In addition to this, when a contract is made inactive actions will be locked from recalculating billing. This means you can bulk select these actions to be recalculated when using customer or list selection for recalculation, without them actually being recalculated. Useful when your billing rules are configured to check for the activity of a contract. </p><p><br></p><p><strong><span style="font-size: 12pt;">Automatically Exclude Actions from Re-Calculation when they are Reviewed </span></strong></p><p>If you are using <a href="https://usehalo.com/halopsa/guides/1960/" target="_blank" rel="noopener noreferrer">ticket review processing</a>, actions that have been reviewed will automatically be excluded from re-calculations of billing. This is to ensure the billable value of an action does not change once it has been reviewed. Once an action is reviewed "Lock time entry and do not recalculate" will be enabled for the action, locking it from any recalculations. </p><p><br></p><p>If the action is later unreviewed, the action will be 'unlocked' and can have it's billing recalculated. However, this will not apply to actions that have "Lock time entry and do not recalculate" manually enabled. If this has been manually enabled, unreviewing the action will not 'unlock' it, it will remain locked. </p>
