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Creating a Service Desk Ticket or Ticket/Task Timer Entry

Create a Service Desk Ticket timer entry to add the time to either the entire Service Desk ticket or to a task within a Service Desk ticket. 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 assigned 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. Select a Task. This field only displays if the Task Functionality feature is enabled in Service Desk.
  11. Optionally add a Note.
  12. Optionally make the note a Hidden Note in the ticket.
  13. 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.
  14. Click Save to close this dialog. The new timer clocks begins recording the time for this activity.
  15. Complete the activity being timed by this timer.
  16. 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.