Go to full article


Problem

The Extension Level Billing Itemisation section is not appearing on the customer's invoice.


Solution

This issue can occur due to the following reasons:

  1. The feature has not been enabled correctly
  2. The invoice design is configured to omit itemisation sections.
  3. Secondary identifiers (extensions) are not created against the service.
  4. Usage has not yet been rated against the secondary identifiers.

The Feature has not been enabled correctly

To resolve, conduct an acceptance test for the module.  If it does not pass, contact the Emersion Customer Service team for assistance. If it passes, the issue will be caused by other potential reasons as listed here.

The invoice design setting Do Not Show Itemisation is enabled.

This invoice design setting prevents any itemisation sections from appearing on the invoice, including the extension level billing itemisation section.

To rectify, the design setting will need to be disabled.

This is a two step process.

  • Ascertain which invoice design needs to be adjusted.
  • Alter the design setting and re-render the invoice

To find out which invoice design needs to be adjusted:

  1. Navigate to the Customer > Details page belonging to the customer with the affected invoice.
  2. Make a note of their Default Account Invoice Template.  The name and ID correspond to an Invoice Layout. 

To alter the invoice design:

  1. Navigate to Admin > My Invoice Template > Invoice Layouts and click on the invoice layout matching the customer's default invoice template.
  2. Click the Layout Basics tab.
  3. Make a note of the Invoice Layout Design the layout belongs to.
  4. Go Admin > My Invoice Template >Invoice Designs, locate the design and open it.
  5. Under the Section Visibility group of settings, look for the design setting Do Not Show Itemisation. If this is ticked, the Extension Level Billing Itemisation section will be omitted from the invoice.
  6. Edit the design.
  7. Disable the setting
  8. Save the design.
  9. Go back to the Customer > Invoices page and re-render the invoice.


Only pending invoices can be re-rendered.  If you need an approved invoice to be re-rendered, contact the Emersion Customer Service team for assistance.

Secondary Identifiers are not created against the service.

If the individual extensions have not been entered against the service, it is not possible for Emersion to rate any usage for them. 

To rectify:

 Customer > Service Subscription > Service Identifiers

The tab will open with any existing service identifiers listed in the table.

To add a new identifier, click the Add New Identifier button enter each extension. For every extension, the Is Core flag must not be set.


Usage has not been rated against the secondary identifiers

It is possible usage has not been received, or has been received, but has not yet been rated by the system.  Usage must be received and rated for the section to be displayed.