Taskfire only: tracking internal time on a ticket

SECURITY  Users with a Taskfire security level

NAVIGATION  On > Tickets > any ticket table, click the magnifying glass on a ticket row to open the ticket, then click Add Time

Time entries are used to track the time you've spent working on a ticket and to record the type of work you've performed. Users with access to all your organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site.'s tickets can run a Time Tracking Report that summarizes internal work by Organization, Device Your Client Portal instance may be configured to use one fo the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product., Request Type, Resource Any user with an Autotask login., or Queue A folder-like location that contains related tickets.. Refer to Time Tracking report.

To add a ticket time entry, do the following:

  1. Find the ticket to which you want to add time and open it.
  2. In the Activity section of the Ticket The Autotask entity that tracks service requests, incidents or problems that were added to Autotask by your customers, internal employees, or remote monitoring software. Detail page, click Time to open the New Ticket Time Entry A record of time worked against a task or ticket. window.
  1. Populate the following fields:
Field Description
Resource Taskfire An extension of the Client Portal that lets you manage your own internal help desk. Administrators can change the name of the resource and add time on another user's behalf.
Status Indicates the current state of an Autotask entity. Select the appropriate Taskfire ticket status.
Date and Time fields The date defaults to the current date, and both Start and End Time defaults to the current time. You can modify either field, or enter the hours and minutes worked. In that case, the Start Time is recalculated.
Note A way of tracking additional information associated with an Autotask entity. The text entered into the Note field is visible to all users with access to the ticket.
Internal Note Before you enter an internal note, use the radio buttons to indicate whether you'd like the note to be visible to your service provider.
Notify Select or enter the recipients of the email notification that contains the text of the note.
  1. Click Save and Close.