Internal Service Order Items

Internal items are items that you need or provide that you do not want visible or charged to your customer. Internal items have no charge and do not display on invoices. To make an item internal:

  1. Click the Service Orders link from the Main Menu. The Service Orders screen opens. 
  2. Select the service order with the item(s) to set as internal.
  3. Right-click and select Edit -> Edit. The Edit Service Order screen opens.
  4. Select the Service Order Items tab.
  5. Select the item to make internal.
  6. Right-click and select Edit -> Edit. The Edit Service Order Item screen opens.
  7. Select the Additional Information tab.
  8. Expand the Billing section.
  9. Check the Internal check box.
  10. Click OK. 

To make the item non-internal, follow the same steps as above except uncheck the Internal check box. The item charges are reinstated, and the item shows on the invoice.

If you want an item to display on an invoice but not have a charge, you need to make the item non-billable. See Non-Billable Service Order Items for more information.

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Comments

8 comments

Date Votes
  • Nikki Crook

    I notice there is an "Internal" field on the Service Order which is set to "No" by default and is not editable. What is the purpose of this field?

    1 upvotes

  • Maggie U.

    Hi Nikki,

    You can create an account that represents your organization and give it an account code of @INTERN. When this account is then used to create an order, the order is marked as an "Internal" order. Nothing changes in the order process or on the financial side. It just allows you to see which orders are for internal purposes and which are external orders.

    Thanks,
    Maggie

    0 upvotes

  • Brooke Adamson

    Is the internal setting on an item set at the price list level or just the resource level? I thought I remember being able to have an item that is on the price list once with a price that was billable and on another form without a price that was internal. However, looking at it now, it seems like I can't edit internal or billable on the price list (though you can edit it individually as you add it to the service order).

    0 upvotes

  • Maggie U.

    Hi Brooke,

    This setting is at the resource level and at the item level on the service order.  To create an item that is both internal and external for the price list, you'll want to create a resource for each of those scenarios and then add them each to the price list.

    Thanks,
    Maggie

    0 upvotes

  • Nikki Crook

    Hi 

    Is there any way to prevent a service order item from being both "Internal" and "Billable" at the same time? We have recently had an issue where both tick boxes had been ticked, so although the item didn't appear on the invoice it was charged which caused confusion.

    Many thanks, Nikki

    0 upvotes

  • Americas Ungerboeck Consulting

    Nikki - After some testing, it looks like the Internal OR Billable flag can be checked at once on the resource, not both. By checking one, it automatically unchecks the other. If you are finding different behavior, go ahead and submit a support ticket. Thanks.

    Mark F

    0 upvotes

  • Nikki Crook

    Hi Mark

    I thought that you should only be able to select one or the other, not both. I can't replicate the issue, so won't log a ticket for it in this instance.

    Many thanks for your reply
    Nikki

    0 upvotes

  • Crystal Mureta

    I've discovered that when using the "Edit Multiple" functionality on the Resource screen it is possible to set a resource to be Billable=Yes and Internal=Yes.

    Just thought I'd let others know to watch out for this when using this function. :)

    0 upvotes

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