You have the option to complete or cancel work tickets in Aspire depending on the invoice type and the reason for the cancelation. The following explains the difference between completing and canceling tickets and what tickets are eligible for cancelation. For information on configuring work ticket cancelations, see our article on Canceling Work Tickets.

Requirements

• You must have the Cancel Work Ticket permission to view the option to Cancel a ticket.

• You must have the Complete Work Ticket permission to view the option to Complete a ticket.

• You must create canceled reasons to apply them to a canceled ticket.

When to complete a Work Ticket

Most work tickets will be marked complete by the end of a contract or opportunity in order to bill the customer appropriately and preserve scheduling. Usually, you will complete a ticket when the service is performed. In some cases, you will complete a ticket even if the service was not performed, but you still need to charge for it.

For example, if there is a ticket on a Fixed Payment contract that is not fulfilled, you still need to mark it Complete to earn the appropriate revenue attached to the work ticket. You do not need to complete the ticket to invoice for a Fixed Payment contract.

The information below outlines how to complete work tickets individually and in bulk.

In the Work Tickets module, check the box next to one or more tickets, and select the Bulk Actions menu to:

• Complete - Complete selected work tickets if they’re in Open or Scheduled status and there is no unapproved time or materials on the tickets. If some tickets don’t qualify for completion, Aspire displays a list of the ones that couldn’t be completed.

• Uncomplete - Return selected work tickets to a Scheduled status. If no visits are associated with the tickets, the status will be returned to Open.

Note

Work tickets can only be Completed or Approved if the month specified for completion is not closed in Aspire.

When you might need to cancel a Work Ticket

Sometimes, services do not go as expected, and you might need to cancel a ticket individually or in bulk. You only have the option to cancel a ticket if one of the following conditions are met:

• You have a work ticket related to a Per Service or T&M invoice type.

• An opportunity associated with a Fixed Payment contract is canceled.

There are two reasons why you might need to cancel a ticket.

1. You will not bill the client for the service. (Per Service, T&M, or as needed work ticket)

2. The contract the ticket is associated with is cancelled and the service will not be provided.

Note

Cancelling tickets will automatically remove them from the schedule board.

If you have a work ticket where service was not performed, you will need to either complete it or change the contract to adjust revenue and scheduling.

The information below outlines how to quickly cancel work tickets with invoice types and how to cancel work tickets in bulk.

For Contract Opportunities with a Fixed Payment Invoice Type

If an opportunity with a Fixed Payment invoice type is canceled, you can cancel the work tickets in an Open or Scheduled status by taking these steps:

1. Go to the Work Tickets module.

2. Choose a ticket to cancel.

3. Select the three-dot icon.

4. Choose Cancel.

5. Update the opportunities’ Payment Schedule if needed.

6. Select a Cancel Reason.

   1. All grayed-out fields are informative, read-only fields that can not be changed.  For example, the cancel date is read-only and should reflect the current date you are canceling the ticket.

1. Adjust the payment schedule as needed.

2. Select Save.

Note

• Modifying the payment schedule is not required before saving a canceled ticket.

• If it is a work ticket with a fixed payment invoice type, the payment schedule will reappear, allowing you to update or leave it unchanged.

For Contract Opportunities with a Per Service or a T&M Invoice Type

You can cancel work tickets with contract Per Service or T&M invoice types in an Open or Scheduled status by taking these steps:

1. Go to the Work Tickets module.

2. Choose a ticket to cancel.

3. Select the three-dot icon.

4. Choose Cancel.

5. Select a Cancel Reason.

6. Select Save.

   1. You will see a read-only Cancel Date field that should reflect the current date. This cannot be changed.

Note

• The option to cancel only appears in the three dot icon of the work ticket details page if the work ticket's status is Open or Scheduled.

• When you Uncancel a work ticket, the canceled reason is removed.

When to complete or cancel a ticket

If you are still unsure of what justifies canceling or completing a work ticket, take the three examples below.

1. John Doe is working on a Fixed Payment contract providing regular mowing services to a resort. During the contract, an extreme weather event prevents John and his crew from completing a service that month. The resort does not want to cancel the contract, so they will be billed despite John not completing the service. John’s manager must mark the work ticket as complete in order to maintain the revenue reporting.

2. Jane Doe is working on a Fixed payment contract for an HOA. Halfway through the year, the HOA decides they want to cancel the contract. Jane’s manager must cancel the contract first and then cancel the work tickets associated with it to clear the schedule.

3. Bill Labor is assigned to a Per Service contract installing seasonal plants for a residential landlord. During the contract, the landlord decides they want to delay spring installation until the weather warms up. Bill’s manager can cancel the ticket before the month’s books close.