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Creating a Service Desk Ticket and Service Billing Timer Entry

Create a Service Desk Ticket timer entry to add the time to the entire Service Desk ticket. You can optionally link the ticket to Service Billing records or to a task, if either one of these features is enabled. Time entered displays as a note in the ticket.

  1. Click the add timer icon to add a new timer. Timers are located in the upper right hand corner of the VSA window. The New Timer dialog displays. Enter or select values for the following fields.
  2. Select a unique Timer Color. You can define multiple timers concurrently so it helps to assign them different colors.
  3. Enter a Label for your timer. The label displays whenever the timer icon is selected and added as a note to any time entry you create from the timer. If blank, the timer is labeled by the work type you select.
  4. If Start of Save is checked, the time starts running as soon as you save this dialog.
  5. Select the Service Desk Ticket work type option.
  6. Select the Service Desk definition.
  7. Optionally select a Status Filter to limit the list of tickets displayed in the Ticket drop-down list.
  8. Select either:
    • Show All Tickets
    • Show My Tickets
  9. Select a Ticket.
  10. The following fields only display if a service desk is integrated with Service Billing. See Creating Billing Entries using Service Desk.
    • Work Order - Display only. Displays only if a work order is associated with the ticket on the General tab of the ticket editor.
    • Work Order Item - The work order line to associate with the hours worked. Displays only if a work order is associated with the ticket on the General tab of the ticket editor.
    • Activity Type - Labor entries are grouped by activity type to analyze the cost and revenue of labor. The classification of activity types typically reflects the accounting requirements of a company. Labor entries are classified by both activity type and resource type. Not editable if a detailed work order is selected.
    • Resource Type - A resource type specifies a skill, material or cost and sets a default rate for a billable labor item or entry. Typically a resource type represents a skill performed by a staff member. A billing rate and standard cost is defined for each skill required to perform the service. The rate can be overridden when selected. Because the labor performed to deliver a service sometimes requires incidental charges for materials and costs, resource types can also be classified as either material or cost. For example, extra cabling or overnight shipping might be included as additional, billable labor entries, because they are required to deliver the service of installing a server. The classification of resource types typically reflects the production requirements of a company. Labor entries are classified by both resource type and by activity type. Not editable if a detailed work order is selected.
    • Rate - The default billing rate for the selected resource type. Display only.
    • Override Rate - A manually entered rate that overrides the default billing rate for a selected resource type.Does not display if a detailed work order is selected.
    • Show Note on Invoice - If checked, the note is displayed on the printed invoice.
  11. Select a Task. This field only displays if Tasks are enabled for the service desk.
  12. Optionally add a Note.
  13. Optionally make the note a Hidden Note in the ticket.
  14. Billable - If checked, the entry is billable. If Service Billing is not installed, the Billable checkbox is for reference purposes only. If Service Billing is installed the entry is forwarded to Service Billing. If timesheets require approval, the timesheet containing this entry must be approved before the entry is forwarded to Service Billing.
  15. Click Save to close this dialog. The new timer clocks begins recording the time for this activity.
  16. Complete the activity being timed by this timer.
  17. Click the Checkmark icon to display the Apply Time window. You can edit your time entry, including the elapsed time, and either:
    • Apply and Remove - Apply your time entry to your timesheet and remove the timer.
    • Apply and Reset - Apply your time entry to your timesheet and reset the timer to 0.