Time tracking¶

Working time can be recorded when creating tickets, adding articles, changing tickets, or making a manual individual entry.

Overview¶

This page explains how to use Time tracking and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Enter hours and minutes. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Select the activity type. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Distinguish between billable and non-billable time. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Add a description. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Correct a time entry with a complete audit trail. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Trace a cancellation and replacement entry. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.