In the event a case is 'double closed' (closed then reopend and closed again), this debit the respective contract line twice. We want this to only count once which the system doesn't seem to support.
I've read elsewhere the supported way to approach this is to create a new contract line with the amount you want to credit back, but this gets messy real quick. In our situation it would lead to many cases where the billable time would need to
span into multiple contract lines because the 'primary' line no longer has enough hours to report against (resulting in having to create two cases against two contract lines just to bill the one incident).
Ideally, we would like to have a "recalculate allotments" feature on a contract which, through a plugin or custom workflow, we could go in and adjust the allotments for each respective contract line according to our billing rules. In the example
above, the contract line would be credited back the billable hours of the reopened case resolution.
Before I go down a potential rabbit hole with this, I wanted to know if:
- This is even possible (or are all the allotment fields locked once the contract is active)
- Someone has already come up with a better solution
Thanks in advance for any advice.
