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This documentation supports the 19.08 version of BMC Service Desk.

To view an earlier version, select the version from the Product version menu.

Recording time worked on an incident request

You must keep track of the time that you spend working on an incident request.

  • If the incident request record is open on your desktop while you are working on it, you can use a timer to keep track of the time. Or, you can enter the time manually. See Recording your time.
  • If you receive assistance from someone else, you can also keep track of their time through the Incident Assignment Log. The Incident Assignment Log contains a record of who created the current incident request as well as individual records for each group and person who was subsequently assigned to the request. Each record contains the total effort duration for each assignee (that is, the amount of time each group or person worked on the incident request), as well as other information. See Recording time for an assistant.
    When you create an incident, the Incident Assignment Log records the different Assignment types automatically. Based on the value that you select from the Assignee list, the following records are created for different assignment types.

    Assignment TypeDescription
    InitiatedThis record refers to the group or person who created the incident. This record is created in all cases.
    AssignedThis record refers to the previous assignments prior to the current assignment. This record is only created when you do not select any value from the Assignee list.

    Because the Incident Assignment Log is historical, it does not contain a record for the current assignee, only for previous assignees. The system updates the Incident Assignment Log with a record for the most recent assignee each time the incident request is reassigned. When the incident request is moved to the Closed state, the system writes the final assignee record to the Incident Assignment Log.

  • You can also update the amount of time you spent working on an incident request after it has been assigned to another assignee. See Updating your time after the incident request is reassigned.
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