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