Adding a ticket time entry

IMPORTANT  By default, notes and time entry pages launched from a task or ticket in New, Edit, or View mode open in a modal dialog box. For information about dialog boxes and how they differ from browser pages, refer to Minimizing Dialog Boxes.

Header elements

Adding or editing a time entry

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Complete the fields in the following sections:
  1. Click one of the Save options. If validation fails (a required field was not populated), the notification panel is minimized and unpopulated fields are highlighted one after the other, until all issues are dealt with.
  2. If validation succeeds, Autotask will:
  • apply any contract exclusions. Refer to What happens when you apply an excluded role or work type to a ticket or time entry?
  • check to see if the contract is expired.
  • check to see if the time entry crosses the end of business hours and an after-hours work type is configured. If so, the time entry will be split. Refer to After-Hours Time.
  • send notification emails to any default or selected recipients. Refer to Notification emails.
  • track the time against the ticket.
  • enter the time on your (or the selected resource's) timesheet.
  • move all time entries to Contracts for financial approval and billing.

Time entries on tasks and tickets can be viewed on work entry drill-in tables accessed from your dashboard. Refer to Reviewing your hours worked.

After-Hours Time

If this time entry includes time outside your regular business hours (as defined by the Internal Location assigned to you) and the assigned Work Type has an After-Hours Work Type set up, you will be notified that the time entry will be split into two time entries when you click Save.

A second time entry for the after-hours time will be created. The second time entry will copy the summary and internal notes of the first, and a note about its creation will be added to the internal notes for both time entries. Any offset time will be applied to the latest occurring time entry. The time entries are then independent from each other. Rules such as rounding or Never Bill More/Less than are applied appropriately to each time entry. Refer to After-Hours Work Type.

If the time entry falls entirely outside regular business hours and the assigned Work Type has an After-Hours Work Type set up, you will see a warning letting you know that the After-Hours Work Type will be applied.

NOTE  If no business hours were configured for the resource's internal location, they are assumed to be 8 AM to 6 PM.