Entering time tracking information

The time you spend working on a ticket is tracked automatically by default. However, you may be authorized to enter comments about time spent, update or delete tracking data, or create new entries.

If you are authorized to enter tracking data, the Started field appears in the Automatic Time Tracking section and the Additional Time Spent section appears with a second Started field and other options.

To enter time tracking information on a ticket

1. From your Home page, open the ticket that you want to modify and click Edit.
2. In the left pane, click Time Spent.
3. If available, in the Started field, select the date and time when work started.
4. (Optional) In the Comment field, enter any required or useful information about time spent on this task.

5. In the Additional Time Spent section, do any of the following:

   To add work time manually

   In the Started field, select the date and time when work started. Enter values in the Hours and Minutes fields, and then click Add. If you have already entered time with a matching value, a confirmation message appears. Click OK.  The new entry is added to the Existing Time Tracking Data section.

   To generate a tracking entry:

   Next to the Started time field, select Set End and Start Date and Time. The Finished field appears, showing the same date and time as you entered in the Started field. (Optional) In the Comment field, enter any required or useful information about this tracking entry. Modify the Finished field as needed and then click Add. If you have already entered time with a matching value, a confirmation message appears. Click OK. The new entry is added to the Existing Time Tracking Data section.

6. If you are authorized, you can modify or delete tracking entries in the Existing Time Tracking Data section: 

   • To modify an entry:
     1. Select the row that you want to change and click Edit.
        The Rate and Comment fields become active for editing.
     2. Modify those fields as needed and then click Update.
        The list refreshes to show your changes. 
   • To delete an entry, select the row that you want to remove and click Delete.
     The entry is removed from the list. 
7. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.

Related topic

Updating tickets