Time Entries
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:
Field | Description |
Owner | Choose the support rep handling the request. |
Start/End Time | 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. |
Other Charge | Enter additional charges, if any. For example, purchase of new hardware. |
Total Charge | 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. |
Description | Add any other information regarding the time entry in this field. |
Is Billable? | 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 .
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