Record the time spent by technicians on the problem request. The total time spent will exclude the time when the problem was on hold.
Role Required: SDAdmin, Users with Edit Problems permission
You can add and track work logs from the Work Logs tab in problem details page.
In the Work Log tab, click New. Fill out the New Work Log form using the pointers below and click Save.
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Owner * |
Select the technician who worked on the problem. |
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Time Taken |
The time taken to resolve the problem will be auto-populated based on the start and end time. Enable Include non-operational hours to calculate the time spent outside operational hours. |
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Start Time |
Select the date & time the work started. |
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End Time |
Select the date & time the work ended. |
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Other Cost |
Specify any extra charges incurred. |
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Cost/hour |
The techncian's cost per hour is auto-fetched from the technician details page. |
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Owner Cost |
The owner cost is auto-calculated based on the time taken and the technician's cost per hour. |
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Total Cost |
The total cost is auto-calculated based on the owner's cost and other costs incurred. |
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Work Log Type |
Select the type of work completed. Work log types can be configured under Admin > Customization > Helpdesk. Learn more. |
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Description |
Specify any relevant information about the time spent in the description field. |
* indicates mandatory fields
Select work logs on the list view and click 
on the toolbar.
