Contract, Ticket & Billing
The cover for T&M or retained service. Tickets consume entitlement; approved time and parts become billing events and then customer invoices. Four billing models and the one-invoice-path rule: Service Management landscape.
Apps involved: Service Management · Finance · Field Service when jobs are on-site
Contract in force
Entitlements, SLA, rates, and (optional) SM project. Financial totals lock once signed — changes go through amendment.
Ticket
Customer or ops opens an SM ticket under the contract. Resolved / escalated follow dedicated transitions (not a bulk “mark resolved”).
Capture time and parts
Only approved and billable time (and unused invoice link) is eligible. Parts may issue from stock.
Invoice
Roll billing events into an invoice on the contract or ticket. Document chain keeps ticket → invoice traceable.
Cross-app hand-offs
| From | To | When |
|---|---|---|
| Timesheet approved | Billing event | T&M |
| Billing event | Invoice | Periodic or on complete |
| Ticket | Quote | Upsell outside contract — see next page |
