The way a ticket gets approved depends on its status, whether it's closed or still open. The process is different for each case.
This article will explain the steps for moving a ticket through the approval and unapproval processes.
Unclosed Ticket's Approval and Invoicing
An unclosed ticket refers to one that has not been completed or closed. It represents a ticket that is still in progress.
To start billing process of an unclosed ticket, follow below steps:
Go to Approve and Invoice page from left menu.
To view unclosed ticket, turn on "Show Unclosed" toggle on the "Waiting-to-Approve" tab.
Before approving, you can make changes to your time spent entries and products from here or directly from ticket by clicking on the edit button associated with them.
Unlike closed tickets, for unclosed tickets, you can individually select each time spent entry and the product to be invoiced.
After making your selection, click Approve button.
Upon approval, the selected items will be removed from the list of unclosed tickets and will appear in the list of closed tickets under the 'Waiting to Approve' tab. To achieve this, turn off the 'Show Unclosed' toggle.
Approve it again from here so it can be proceed to either Waiting to Invoice tab or Complete tab based on linked contract.
You can view more about ticket approval and invoicing by clicking on this "Approve and Invoice"
Closed Ticket Approval and Invoicing
The closed ticket is the one that is completed and marked closed.
To start billing process of a closed ticket, follow below steps:
Go to Approve and Invoice page from left menu.
By default, you will see all closed tickets in Waiting to Approve tab.
If you want to adjust time spent entries and products before approval, click on the pencil icon next to them.
After making final changes, click the 'Approve' button.
Upon Approval, all time spent entries of a closed tickets will be transferred to either Waiting to Invoice tab or Complete tab based on the type of contract.
All Products of a closed ticket will be moved to Waiting to Invoice tab, from where the ticket can be invoiced and billed to the customer.
Yo can view more about ticket approval and invoicing by clicking on this "Approve and Invoice"
Note: After the approval of any closed or unclosed ticket, the time spent entries and products become uneditable. In such a case, if any modification is needed, the user is required to follow the steps of the unapproval process.
Un-approving an Un-invoiced ticket for modification
Sometimes, there arises a need to make modifications to already approved tickets, Gorelo facilitates this process through two methods:
Method 1: From Approve and Invoice
This method is applicable to both closed and unclosed tickets.
Go to Approve and Invoice page from left menu.
Access the "Waiting to Invoice" tab and locate the specific ticket you wish to modify.
Select the "Un-approve" button.
Upon un-approval, the ticket will then move to "Waiting to Approve" tab, proceed to this tab.
Click on the "Edit" button to make necessary modifications.
Method 2: From Ticket Detail
This method is applicable to only closed tickets.
Go to the ticket detail page.
Change the ticket's status to "Solved" from “Closed” using the status box.
Navigate to the "Time" or "Product" tab to make changes in them.
Click on the 3-dot menu against the entry and click on "Edit" to implement the desired changes.
Un-approving an Invoiced ticket for modification
Sometimes, there arises a need to make modifications to already invoiced tickets, Gorelo facilitates this process through the following steps:
Go to Approve and Invoice page from left menu.
Access the "Complete" tab and locate the specific ticket you wish to modify.
Click on the "Invoice Number" button to navigate to its detail page.
Click on the "Un-approve" button against the item you want to modify and Update the invoice.
The ticket will be removed from the invoice and will be transferred to "Waiting to Invoice" tab in Approve and Invoice page.
Click on the "Un-approve" button.
The ticket will then move to the "Waiting to Approve" tab, proceed to this tab.
In the "Waiting to Approve" tab, an "Edit" button will appear next to the entries. Click on in it to make necessary modifications.
