Service Invoices

Service invoices bill customers for completed work from a service call. The standard workflow is to create an invoice from posted service-call costs, mark the draft invoice Ready To Send, post the invoice, and then send the posted invoice PDF to the customer.

Invoices can be reviewed from the Service Call Invoices tab or from the Service Invoices workspace. The Service Call Invoices tab is best when you are working on one service call. The Service Invoices workspace is best for processing or emailing multiple invoices.

Before You Start

• Confirm the service call is ready to bill and the billable costs have been entered.

• Confirm the costs you want to invoice are in Posted status. The invoice builder only lists posted cost rows that are not already linked to another invoice line.

• Confirm the customer is not on hold. Customers on hold cannot be invoiced from the service call.

• Confirm inventory items have Tax Area Group configured in item setup. Draft invoices with inventory items missing Tax Area Group cannot be marked Ready To Send.

• Confirm the bill-to customer email is correct before sending the invoice to the customer.

Creating an Invoice

1. Open Service Calls.

2. Open the service call you want to invoice.

3. Select the Invoices tab.

4. Select Refresh to reload the latest invoices for the service call.

5. Select Create Invoice. The page loads the latest cost data before opening the invoice builder.

6. If a Draft invoice already exists for the service call, choose whether to add the selected costs to the existing Draft invoice or create a new invoice.

7. Select the posted costs to include on the invoice. If there are no available rows, the invoice builder shows No available items to invoice and does not show the Create action.

8. Select Create. The system creates a Draft invoice and links the selected costs to invoice lines.

9. Open Invoice Details to review line items, quantities, unit prices, tax, line totals, subtotal, discount, freight, tax, and total.

 Marking the Invoice Ready To Send

1. From the service call Invoices tab or the Service Invoices workspace, open the Draft invoice.

2. Review the invoice details and totals.

3. Select Mark Ready To Send.

4. The system validates that the invoice is still in Draft status and that the required item setup is complete.

5. When validation succeeds, the invoice moves to Ready To Send and can be picked up for posting.

6. If the invoice is blocked because an item is missing a Tax Area Group, update the item setup, then try Mark Ready To Send again. The affected invoice line is highlighted in Invoice Details.

Processing Invoices

1. Open Service Invoices.

2. Use the Ready To Send status filter to focus on invoices waiting to be posted.

3. Select the invoice rows you want to process. Only Ready To Send invoices are eligible for posting.

4. Select Post Invoices.

5. The system queues the posting process. While posting runs, the invoice is sent to the ERP integration, related posting work is completed, and the posted invoice PDF is generated and archived on the invoice record.

6. Use Refresh to reload the invoice list and confirm the posting result.

7. After successful posting, the invoice status changes to Posted. Posted invoice details show the ERP Invoice Number when the ERP document ID is available.

8. If posting fails, review the invoice status and process logs, correct the setup or data issue, and post again when the invoice is eligible.

Viewing the Posted Invoice PDF

1. In Service Invoices or the service call Invoices tab, find the posted invoice.

2. Select View Invoice when it is available.

3. The system opens a temporary view or download link for the archived invoice PDF.

4. View Invoice only appears after the invoice has an archived PDF. The PDF is stored on the invoice record, not as a service-call note attachment.

Sending the Invoice to the Customer

1. Open Service Invoices.

2. Use the Posted status filter or search to find the invoice.

3. Select the posted invoice rows you want to email.

4. Confirm each selected invoice has an archived PDF and has not already been sent to the customer.

5. Select Send To Customer.

6. The system queues email delivery and sends the archived invoice PDF to the bill-to customer email configured for that invoice.

7. After delivery succeeds, the invoice is marked Sent to customer so users can see it has already been emailed.

8. If delivery fails, review the invoice's sent-to-customer error, correct the customer email or delivery issue, and send again when eligible.

Invoice Statuses

• Draft: The invoice has been created locally and can still be reviewed. Draft invoices can be deleted when they do not yet have an external invoice id.

• Ready To Send: The invoice has passed readiness checks and is eligible for posting from the Service Invoices workspace.

• Posted: The invoice has been posted through the ERP process. The archived PDF should be available after posting and document archive finish successfully.

• Sent to customer: The posted invoice PDF has been emailed to the bill-to customer.

• Cancelled: The invoice is no longer active for the normal posting and sending workflow.

Troubleshooting Notes

• If Create Invoice is unavailable or no rows appear, verify that the service-call costs are Posted and not already linked to another invoice.

• If the customer is on hold, the invoice builder will not open. Remove the hold or work with the appropriate billing administrator before invoicing.

• If Mark Ready To Send fails because of Tax Area Group, update item setup for the listed inventory items.

• If Post Invoices is disabled, confirm at least one selected invoice is in Ready To Send status.

• If Send To Customer is disabled, confirm the selected invoice is Posted, has an archived PDF, and has not already been sent to the customer.

• If an invoice email is sent to the wrong recipient, update the bill-to customer email before resending future invoices.