HaloITSM Guides
Documentation to assist with the setup and configuration of the HaloITSM platform
Awaiting Review/Ticket Review Processing
The Awaiting Review section of HaloPSA can be thought of as a 'holding area' where time entries can be reviewed, prior to them appearing in Ready for Invoicing.
This functionality is enabled via Configuration>Billing>General > 'Enable Ticket Review Processing' under the 'Charge Type Settings' dropdown. Once enabled, you will find an additional section present in the Invoices module:
Fig 1. The Awaiting Review Section
There are 5 sub-lists in this area:
- No Charge - This list looks at time that has not used a Charge Type
- Non-Contract/Prepay -This looks at Actions that have used a Charge Type and have a Billing Plan of "Pay as You Go"
- Contract/Prepay - This list returns time entries that have used a Charge Type and have a Billing Plan of 'Pre-Pay' or of a customer Agreement
- Contract/Prepay (Overage) - This list looks at time entries that have used a Charge Type (which has matched a Billing Plan of 'Pre-Pay' or of a customer Agreement), but has been marked as billable. This often occurs when a customer has exceeded the number of hours included, per period, in the Agreement.
- Contract/Prepay (Included Only) - This list will return time entries that have used a Charge Type (which has matched a Billing Plan of 'Pre-Pay' or of a customer Agreement), but has not been marked as billable due to the time being consumed by the customer's Agreement.
You will also find the option to apply a date filter at the top of the screen, where time entries will be filter by when they were performed.
Based on your list selection & Date filter, you will see respective records to review:
Fig 2. Actions awaiting Review
Double clicking any of these records will open the Ticket/Action, where you can ensure the correct details have been entered (time, Charge Type etc..)
The process of reviewing these Actions involves selecting respective records (via the checkboxes on the LHS). Upon selecting, you will see an 'edit' button appear at the top of the list, where you can review these records (moving them into the Ready for Invoicing section), mark 'Do Not Bill' (removing from the Awaiting Review section but not moving to Ready for Invoicing) or 'Change Charge Rate' (which will change the Charge Type for the selected Actions):
Fig 3. Review Options
Agent/Role permissions can be configured such that time entries performed by certain Agents will be automatically reviewed. This permission is: "Can Override Ticket Review Processing"
Fig 4. Permission to mark actions as automatically reviewed
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