Probably a better question for a ME support ticket, but wanted to post here as well for potential similar experiences.

We have a MESDP on prem instance that we've kind of just been pulling along for some time. It has a lot of bad data in it, and we have little institutional knowledge of the product in house after a decade. Help Desk performs tasks, and a front office charges back for time spent. We have a process currently where a technician will complete a ticket, and mark it as Compelted. A front office admin will review the ticket and verify whether time spent is billable or not (in addition to any time marked as not billable in a work log). Once she finishes review and adjusts any time, the ticket is marked with a custom incident field called "Finalized". This is where the trouble starts, and where I am looking for input on how to best straighten out the process.

The "Finalized" field is a custom additional incident field. It was not enabled to be "Common for both Incident and Service Requests". 

At some point years ago, another "Finalized" field was added as a custom additional field for a Service Category.

Problem #1: Our front office uses a custom request view to identify work orders in a completed state, that are not finalized. Request Status is Closed, Finalized is No. This returns requests that match those criteria, but only requests where the Request Type is Not Assigned. So, the view misses both Incidents and Service templates that match. The majority of our tickets come through an email to our support address, which uses the default request template. Our front office will bulk select all requests > edit > modify the Finalized field. After save, the field is not updated. It seems maybe the field is different between what is on the template, and available from the drop down multi-list when creating a view. But, if this is true and we need to filter the view based on the custom fields from other service types, they aren't available in the multi list, so we can't seem to do that.

Problem #2: Our front office will use a custom report to show all finalized tickets. This is a final reconciliation to make sure nothing was missed, and a record we can archive with a process that cannot interface with MESD. We run into the same issue here, where we cannot get all results for Finalized fields across request types. We have to Filter by the cust omfield for default (incident), then the custom field for each service category.

Hoping this makes sense, or someone in a similar situation reconciling billing may have run into similar. I'm assuming part of the answer moving forward is to just make the incident custom field available to service requests also. But, this leaves us with how to reconcile all the tickets before that point in time.