Billing concepts
Time entries and their states, rates and currencies, and prepaid hours in one place.
Time entries
| Field | What it is |
|---|---|
| Invoiced time | The billable duration, rounded up to the next quarter hour, at least 15 minutes. 16 minutes becomes 30. It can be 0:00 when at least 15 minutes are recorded as actually used. |
| Actually used | Optional and internal. Never changes what is billed. At least 15 minutes on an entry with 0:00 invoiced. |
| Rate | The hourly rate. Shown only when cost is on. |
| Comment | At least 5 characters. Marked INVOICE: the customer sees it. |
| Internal note | Desk only. Marked INTERNAL. |
| Date | The day the work was done. Never later than the technician's own today. |
When an entry is registered, its rate's price for that customer is copied onto it. A later price change does not touch existing entries. Editing an entry to another rate takes the new rate's price.
An entry with 0:00 invoiced time has the amount 0. It is not counted as priced at zero, because nothing was meant to be billed. The incoming allowance in the Planner counts invoiced time only, so a 0:00 entry adds nothing there.
Work state
| State | Meaning |
|---|---|
| Open | Can still change. |
| Locked | Frozen for invoicing. Only billing staff can unlock it. |
| Billed | Final. Prepaid hours have been drawn. Can never be unlocked or deleted. |
Approval state
Only while an entry is open, and only when approval rules apply.
| State | Registrant can edit? | Can be locked? |
|---|---|---|
| None | Yes | Yes |
| Awaiting confirmation | Yes; this is the review | No |
| Awaiting approval | No; withdraw it first | No |
| Approved | Yes; changing time, rate or date sends it through the rules again | Yes |
| Rejected | Yes; any edit resubmits it | No |
Entries that cannot be locked are "held back" from locking and from the auto-lock rule.
Rates and currency
- The rate catalogue holds the desk's hourly rates in the workspace currency. That currency comes from the billing profile in the Tenant Portal; with none set, Helpdesk uses DKK.
- A customer can have its own currency. A rate is then usable for that customer only once it has a price in that currency ("Override required" until then). Amounts are never converted, and totals are always per currency.
- By default a customer can use every active rate. Once you assign rates to a customer, it can use only those, each with an optional customer price.
Prepaid hours
A customer can buy hours in advance as a credit block: a number of hours at one rate, at a price locked in on the day of the grant, valid from a date and optionally until an expiry date. A block covers only time registered at the same rate and dated within its validity. Hours are drawn when time is billed, and the expected use shows as soon as time is registered. Whatever is left on a block is written off 14 days after its expiry date.
Internal customers
A customer marked "Internal (our own company)" is expected to have zero-priced work, so the Billing page does not flag it. Hours, amounts and exports work as for any other customer.