7.8. Finance

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In the old days, Yoyodyne's Accounts Receivable (AR) department kept a paper file of all outstanding invoices. This worked well enough when customers needed paper invoices. In the past few years, it's become somewhat cumbersome to use paper files for invoices, since most customers have been accepting electronic invoices by email. Yoyodyne's AR department now uses an RT queue to track both electronic and paper invoices.

Each time a new rocket is sold to a customer, a clerk opens a new ticket in the Accounts Receivable queue with the customer's Accounts Payable department as the requestor. He creates a new invoice with the ticket ID as the invoice number and attaches the newly generated invoice to a ticket update. RT automatically sends the invoice to the customer and tracks any future correspondence by email. When a customer's check or wire transfer clears, an AR clerk updates the ticket with the payment information, sends a thank-you note to the customer, and resolves the ticket.

Each morning, a clerk scans the currently open tickets in the AR queue to make sure there's nothing overdue or outstanding that needs attention.

7.8.1. Custom Fields

Yoyodyne's staff added several custom fields for tickets in the Accounts Receivable queue.


Customer Purchase order #

This FreeformSingle field tracks the customer PO number associated with this invoice.


Total cost

When creating a ticket, a clerk fills in this FreeformSingle field with the total dollar figure on the invoice, to make it easy to see which outstanding invoices might need the most attention.


Payment terms

Yoyodyne supplies to both the government and to private corporations. Some organizations have negotiated different payment terms. This SelectSingle field lets an AR clerk note whether an invoice is due in 30, 60, or 90 days.


Payment date

When a customer finally pays up, a clerk fills in this FreeformSingle field with the date the payment was made by the customer.


Payment ID

Yoyodyne keeps track of the check or wire transfer number associated with each invoice payment in this FreeformSingle field.

7.8.2. Scrips

The Accounts Receivable queue is designed to make sure that it's easy for Yoyodyne to communicate with (possibly delinquent) customers about their outstanding invoices. Its scrips are fairly generic, with the exception of the On Create scrip which has been tweaked to send outgoing mail on ticket creation rather than simply replying to an incoming message. The scrips are listed in Table 7-8.

Table 7-8. Accounts Receivable scrips

Condition

Action

Template

On Create

Notify Requestors and Ccs

Correspondence

On Create

Notify AdminCcs

Admin Correspondence

On Correspond

Notify Requestors and Ccs

Correspondence

On Correspond

Notify AdminCcs

Admin Correspondence

On Comment

Notify AdminCcs

Admin Comment


7.8.3. Groups

Yoyodyne created a group for the AR department called (somewhat unsurprisingly) Accounts Receivable. Everyone on the AR team should be able to manage tickets and get copied on all invoice-related correspondence, so the Accounts Receivable group has been made an AdminCc of the Accounts Receivable queue.

7.8.4. ACLs

To allow customers to reply to invoices sent out by mail, Yoyodyne has granted the Everyone group the following ACL right:

     ReplyToTicket 

To allow the AR team to manage invoices fully, the RT administrators granted the Accounts Receivable group the following ACL rights:

     CommentOnTicket     CreateTicket     DeleteTicket     ModifyTicket     OwnTicket     ReplyToTicket     SeeQueue     ShowOutgoingEmail     ShowTicket     ShowTicketComments     StealTicket     TakeTicket     Watch     WatchAsAdminCc 

     < Day Day Up > 


    RT Essentials
    RT Essentials
    ISBN: 0596006683
    EAN: 2147483647
    Year: 2005
    Pages: 166

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