Take care when reopening or deleting a ticket in BlueFolder that already has had an invoice created in Xero.

Deleting a Ticket

When a ticket is deleted in BlueFolder, the corresponding invoice in Xero is not automatically deleted.

To delete a ticket on a:

·        Single Invoice: Find the corresponding invoice in Xero manually or by clicking the hyperlink of the invoice number on the Billing tab for that ticket. Delete/void/credit the Xero invoice. Then delete the BlueFolder ticket.

·        Monthly Consolidated invoice: Delete the BlueFolder ticket.

o   If the invoice is for the current month then reopen and close a ticket that will be remaining on the consolidated invoice.

o   If the invoice is from a previous month, contact AIS support with the ticket number of a ticket that is to remain on the consolidated invoice so that it can be manually reposted,

Reopening a Ticket

When a ticket is re-opened in BlueFolder, the corresponding invoice in Xero is not automatically adjusted until that ticket is closed again.

Step 1 - Deciding whether to reopen a ticket or not

IMPORTANT: If for whatever reason the previous invoice can not be manually deleted/voided then the ticket should NOT be reopened.

Although AccountsInSync will modify the required invoices in Xero automatically, it is preferable to manually delete all affected invoices (not individual lines on the invoice) before reopening a ticket so:

·        original invoices are confirmed to be in a state able to be voided/deleted; and

·        BlueFolder and Xero totals are kept balanced

Step 2: Reopening a ticket,  that will be...

·        ... closed in the same month it was previously closed

As long as a ticket will be closed again in the same month it was previously closed in, the ticket can be reopened with no additional steps

·        ...closed in a different month from when it was previously closed
This table gives the required steps when reopening a ticket based on whether the billing month or consolidation need be changed.

	Keep Consolidation	Change Consolidation
Keep original billing month  (Note: For tickets requiring only a billing change, reopening is not required)	If ticket has been reopened, once closed, manually set the Closed Date back to the original billing month.  Contact AIS support to manually re-post this ticket	If ticket has been reopened, once closed, manually set the Closed Date back to the original billing month  If adding ticket to consolidation  1) untick ExcludeConsolidation field on ticket  2) Contact AIS support to manually re-post this ticket  If removing a ticket from consolidation  1) tick ExcludeConsolidation field on ticket  2) Contact AIS support to manually re-post this ticket. The remaining consolidated invoice will also be automatically re-posted
Change to current billing month	Reopen with no additional steps	If adding ticket to consolidation  1) Reopen ticket  2) untick ExcludeConsolidation field on ticket  3) When ready, close ticket  If removing a ticket from consolidation  1) Reopen ticket being removed from consolidation  2) tick ExcludeConsolidation field on ticket being removed from consolidation  3) Contact AIS support to re-post a ticket remaining on the consolidated invoice  4) When ready, close ticket

What happens if a ticket is reopened and closed but the old invoice can't be automatically deleted/voided?

Even if the previous invoice has not been manually deleted, when the reopened ticket is subsequently closed again AccountsInSync will first attempt to delete/void the previous invoice for that ticket. This will be successful if the invoice has not been changed in any way since it was created by AccountsInSync and the invoice period hasn't been locked in Xero. 

Outlined below are the circumstances where the previous ticket will not be deleted/voided by AccountsInSync:

·        a draft invoice that has been approved or had a payment/credit note applied

·        an approved invoice that has been paid

·        in a locked period

In these cases an error email will be generated with the subject containing: " An invoice could not be created" and the new invoice will not be created.

·        If the issue with the old invoice can be resolved manually then do so and then reopen and close to create the new invoice in the current billing month or contact AccountsInSync support to post to a previous month.

·        If the issue can't be resolved then reverse any modifications on the ticket to match with the details on the previous invoice. including the Closed Date to match the month of the previous Xero invoice if not the exact invoice date. See Pre and Post date an Invoice for details of how to manually change the Closed Date on a ticket.

Note: See  Pre and Post date an Invoice for how to restore the old closed date on a ticket and corresponding invoice after closing a reopened ticket. If an invoice is required the ticket will need to be manually re-posted by AccountsInSync support to maintain the invoice date.