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Times used for tickets (telephone calls, meetings, etc.) should be charged to the customer. The service is not based on an SLA. - Which best practice approach is followed here? How are the services rendered created as an invoice in Customer Sales?
Hi SwissMountains,
The tickets you mentioned is case entity?
If so, it will create a special activity called "case resolution" that will have this value when resolving a case.
The billable time and total time on the case is defaulted to a sum of the duration of the completed activities associated with the case.
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