Time tracking tab

If the Time Tracking option is enabled, the amount of time spent creating and editing an Issue can be recorded using the time-tracking system. This data can be used to build reports and can be useful in conjunction with agent billing rates.

Available Methods

Set the time tracking method. Options are:

  • Automatic -A clock, visible on the Issue page, automatically tracks time during Issue creation and editing. That is, when the Issue is open during creation or editing, the clock tracks the amount of time spent on the Issue. When an Issue is submitted, the clock stops.  The clock restarts when a new editing session is initiated. The time is appended for each additional edit and a history is available showing the time spent during each session. This is useful for a call center or service desk where the agents do most of their work at their desks. The pause option (described below) is only available with automatic time tracking. If automatic time tracking is not selected, the pause option is greyed out.
  • Manually Enter Hours & Minutes- Agents type in the amount of time spent in hours and minutes. This is done for creation as well as for each editing session. The time is appended for each additional edit and a history is available showing the time spent during each session. The Require Time Tracking option (described below) is only available when this method or the Set Start and End Times method is selected. If neither is selected, the Require Time Tracking option is greyed out. You cannot enter hours and minutes with a date that occurs in the past. You would have to set the start date/time and end date/time to do that.
  • Set Start and End Times- Agents specify when work began and when work completed. FootPrints calculates the time spent based on the information supplied by the agent. This is done for creation as well as for each editing session. The time is appended for each additional edit and a history is available showing the time spent during each session.
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Allow Clock to Be Paused

Specify whether a pause button is displayed in the time tracking section of the Issue. The pause button can be used for a more accurate time tracking if, for example, an agent must stop work on one Issue for some period of time, but keeps the session with that Issue active. 

Require Time Tracking

This option is only available when the Manual or Start and End Times method of time tracking is used. The options for this function are Optional and Mandatory. If Optional is selected, agents have the option to fill in time spent when creating or editing Issues.  If this is selected, the Agent can enter the same start date/time and end date/time, effectively registering zero time spent on the issue. If Mandatory is selected, agents are required to fill in time spent each time an Issue is created or edited.  If this is selected, the agent cannot enter the same start date/time and end date/time.  Instead, the agent must enter an end date/time that comes after the start date/time. 

Time-Tracking Comments

This option adds a comments field below the time tracking data on the Create Issue or Edit Issue pages. The field is limited to 255 characters. Comments in the time tracking field can be viewed through a time tracking report, a custom report, or by clicking the Time Tracking button from the Details page of an Issue. 

Start Date/Time

Select whether to always use the current date and time or to manually enter the start date and time. By default, the date and time at which the agent enters the information is automatically recorded by BMC FootPrints Service Core. If the Manually enter start date & time option is selected, the agent can manually fill in the date and time when work began. This is useful if agents often do their work away from BMC FootPrints Service Core and only update their Issues at a later time.

 

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