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Use Time Management

Service Desk provides a time-recording functionality that enables technicians to log the time spent working on records, as well as access visualizations of the work completed and generate reports. Time management can be accessed by selecting Service Desk > Time.

Note: If you do not have this option in your Service Desk drop-down menu, you do not have Time Management rights. Only administrators on your account can give you those rights.

Account administrators can grant agents the following permissions for time management: 

  • No Access – These users will not have any visibility or access to Time.
  • Time User – These users are allowed to log time spent working on records for services to which can access. They can also access and use the Service Desk Timesheet and can run simple reports on their logged time from the My Time Report page.
  • Time Admin – These users have all the rights of a Time user, but also has the ability to report on all users and all services (regardless of those to which they can access).
Topics in this article:

Timesheet Day View

My Time Report

Use Time Management

Categorizing Time Entries

Timesheet Day View

The Timesheet Day View provides a visual representation of the work done throughout the week.

View present time logs – To view time entries that are currently logged on a timesheet, use the navigation as follows:

(a)Day View – Access timesheets in daily increments.

(b)Weekly navigation – Use the left/right arrows to skip timesheets by weekly increments.

(c)Date selected – View the date you currently have selected on the timesheet.

(d)Go to Today – Jump to the current date.

(e)Weekday navigation – Select the day of the week to view current time entries.

Add time logs – To add time entries onto a timesheet, follow these steps:

  1. Click Day View.
  2. Navigate to your desired date.
  3. Click Add record or task.
  4. Enter a description based on one of the following criteria:
    • Service Desk Record: Record title, keyword, or B# (record ID number)
    • Service: Service name or task description
    • Non-service related time: Task description
  5. Enter hour(s) worked.
  6. Click billable if the time entry will be billed. Leave unmarked if the time entry is not billable.
  7. Add a comment if desired. You can also use hashtags (e.g., "#overtime") to create new categories for your time entries.
  8. Click add.
  9. Click Save.

Remove time logs – To delete time entries from a timesheet, follow these steps:

  1. Click Day View.
  2. Navigate to your desired date.
  3. Click the Trashcan icon to remove the time log.
  4. Click Save.

My Time Report

The My Time Report page allows you to view and export reports that focus on your own logged time entries.

  1. Click My Time Report.
  2. Select a date range (i.e., date from, date to).
  3. Select Services (i.e., all services, one of the named services, or non service specific).
  4. Select Companies (i.e., all companies or one of the named companies).
  5. Enter description keywords if desired. You can also enter hashtagged words (e.g., "#overtime") to find items you had categorized in time entries already created.
  6. Select billable status (i.e. all time entries, billable, or not billable).
  7. Click Run Report.

  1. Choose to view the report data in one of the following ways:

    Grouped View:

    Ungrouped View:

  2. Click Export as CSVto populate and save the report data in Excel format.

Time Reports

Time Reports allow administrators to have full access to all Time features, including the ability to run reports on all users, services, and companies.

Note: This feature is only available for Time Admins.

  1. Click Time Reports.
  2. Select a date range (i.e., date from, date to).
  3. Select Services (i.e., all services, one of the named services, or non service specific).
  4. Select Users (i.e., everyone or individual agent names).
  5. Select Companies (i.e., all companies or one of the named companies).
  6. Enter description keywords if desired. You can also enter hashtagged words (e.g., "#overtime") to find items you had categorized in time entries already created.
  7. Select billable status (i.e. all time entries, billable, or not billable).
  8. Click Run Report.

  1. Choose to view the report data in one of the following ways:

    Group by Service:

    Group by User:

    Group by Record Type:

    Ungrouped View:

  1. Click Export as CSVto populate and save the report data in Excel format.

Categorizing Time Entries

Agents can also categorize their time entries by including hashtags (e.g., "#overtime"). As soon as the “#” character is typed into the description, all saved tags will be stored for future use. You can then select an existing hashtag to re-use the existing time category, or keep typing to create a brand new category. Time categories can be used anywhere time is logged within Service Desk. Use hashtags to categorize your time entries as follows:

  1. Click Day View.
  2. Navigate to your desired date.
  3. To add hashtags when creating new time entries, see above. To add hashtags to existing time entries, type a hashtagged word into the add comment field.
  4. Click Save.