Export or Email Notification for "Pending Invoice" Tickets with Time Worked

dhjdog

Our company uses Sage as our billing system, and we track work hours within ITFlow. To streamline our invoicing process, we have introduced a "Pending Invoice" status to indicate when a ticket is ready for billing.

We would like to request a feature that allows our accountant to easily retrieve all tickets marked as "Pending Invoice" along with their time-tracking details. Ideally, this could be achieved through one or both of the following methods:

Export Functionality:
- Ability to export all "Pending Invoice" tickets with time worked, client details, and other relevant data in a structured format (CSV, Excel, or PDF).
- Filter to select a date range or other criteria before exporting.
Automated Email Notification:
- When a ticket is marked as "Pending Invoice," an automated email is sent to a designated recipient (e.g., accountant).
- The email should include ticket details and total time worked.

wrongecho

I'm curious here what happens after you mark a ticket as pending invoice? The accountant adds it into Sage and then properly closes the ticket? What happens if a technician (or client if you have the portal enabled) forgets to bill it and closes the ticket?

We could potentially look into ensuring exports respect the current filtering. I don't see much use in a notification when a ticket enters a custom state at the moment though.

There is the ability to mark a ticket as billable, which causes it to show up on the Unbilled Tickets By Client report however there's still no amazing way to show which specific unbilled ticket you're supposed to be looking for.

I don't think either of your solutions are great for the problem you have. That's not a slight on you, it's just that we don't really cater well for billing in a third party system (rightly or wrongly). I'm interested to know more details about this though. Having used Sage before I am not going anywhere near their API stuff, but we may be able to come up with something helpful in terms of automatically getting the useful data out.

dhjdog

I wouldn't touch Sage API with a 10-foot pole! You are correct, the accountant goes into the ticket, collects the time entered, then goes into Sage and creates the invoice. Her ask was to just be able to go into the tickets and export anything with the status "Pending Invoice" and that the export have the name of the technician and the time they worked on the project.

We currently do not have customers managing their tickets, we use itflow as our internal ticketing system. I can show you something similar to what I am asking from an older system we have in-house as well if needed.

wrongecho

Haha!

I see, that makes sense.. Yeah, if you could share how you've done it previously that'd be interesting too.

Is every ticket billable then?

dhjdog

Not every, just those marked "Pending Invoice". The older system is a proprietary system that I'd rather not share publicly but would be more than happy to setup a one-on-one call to show you it.