Time entries are records of time spent by the support rep on a request. You can manually add time entries to a request from the request details page.
To add a time entry, go to the Time Entry tab in the request details page and click Add New. Fill out the displayed form using the following pointers:
Choose the support rep handling the request.
Provide the date and time between which the owner worked on the request.
Time Taken to Resolve
Auto-populated based on the start time and end time.
Include non-operational hours
Select if you want to include non-operational hours in the time taken to resolve.
Owner's Cost per hour
Auto-populated based on the cost per hour configured for the support rep.
Support Rep Charge
Auto-populated. This is calculated by multiplying the support rep's cost per hour with the time taken to resolve.
Enter additional charges, if any. For example, purchase of new hardware.
The sum of the Support Rep Charge and Other Charges will be auto populated in this field.
Time Entry Type
Select the mode of work done by the support rep such as Product Consultation, Service and maintenance, etc.
Add any other information regarding the time entry in this field.
Choose whether the Time Entry is billable or not using the radio buttons.
Consider Time entry addition as first response
When enabled, the date/time at which the Time Entry is added will be recorded as the first response time of the request.
To edit a time entry, click the required time entry. Make the required modifications and click Update Time Entry.
To delete a time entry, click the checkbox beside the required time entry in the list view and click .