Ensure Enable Session Timers is checked for a service desk using Service Desk > Desk Definition > New / Edit > General Info tab.
Ensure Enable Session Timers is checked for a user role using Service Desk > Role Preferences.
Note: You can always use timesheet entries and the timers displayed in the upper-right corner of the VSA to add time entries to a Service Desk ticket, regardless of whether "session timers" are displayed within the ticket editor.
Using "Session Timers" in the Ticket Editor
When enabled, the following "session timer" displays in the ticket editor.
Start Timer - Starts a timer associated with the ticket.
The ticket does not have to be saved to keep the timer going.
You can close the ticket, log out of the VSA, then log back in later. The timer continues to track elapsed time.
If a ticket timer is already running, the Pause Timer and Apply Timer buttons display. You can now pause or apply the elapsed time.
When you start a timer in the ticket timer, it displays as one of the standard timers in the upper-right hand corner of the VSA.
A timer created using the Start Timer button in the ticket editor always displays the number of the ticket it is linked to, for example, Ticket CS009345.
You can pause and apply a timer linked to a ticket using the timer controls in the upper-right hand corner of the VSA and the time will be applied to the ticket just as if you did so from within the ticket editor.
Note: If you happen to create additional timers linked to the same ticket number using the timer control panel in the upper-right hand corner of the VSA, the timer furthest to the left is the one that is always selected if the ticket is re-opened in the ticket editor. Typically this is the timer that has been running the longest, since timers are created from left to right.
Pause Timer / Resume Timer - Displays once the Start Timer button is clicked. Toggles between pausing the timer and resuming.
Apply Timer Time - Displays once the Start Timer button is clicked. Populates the Hours Worked field with the elapsed time. You can override the time displayed in the Hours Worked field before you save the ticket.
