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Record time worked for a case or activity

Record time worked for a case or activity

Customer service agents can record time worked on a case or case task as well as time spent on other activities.

Before you begin

Role required: sn_customerservice_agent

About this task

An agent can record time worked directly from a case or case task by clicking Record Time on the form. Time worked can be recorded regardless of the case or task state. An agent can also record time spent on other activities from the Time Worked list by creating a new time worked record, recording the time, and selecting a category.

When an agent creates a time worked record, a time card and time sheet are automatically created for the week based on the work date. The time card is created for the task and the category type. The total hours recorded on each time card are then recorded on the current time sheet in the Time Cards related list.

Procedure

  1. To record time worked for a task or an activity:
    • Navigate to a case or case task and click Record Time. This action opens a Time Worked form with the Task and User field already populated.
    • Navigate to Time Sheets > My Time Worked and click New. This action opens a Time Worked form with the User field already populated.
  2. If necessary, select the case number in the Task field.
  3. Select the Work Date.
  4. Select a Category for the time being recorded.
  5. Fill in the Time worked.
  6. Provide any additional information in the Comments field and click Submit.
    The Time Worked form is saved and added to the Time Worked list (Time Sheets > My Time Worked) and to the Time Worked related list on the Case or Case Task form.
    • If this entry is the first time worked entry for the selected category, a time card is created for that category. The time worked record is added to the time sheet (Time Sheets > Current Time Sheet) in the Time Cards related list.
    • If a time card for the category already exists, the time worked record is added to that card.