Worklog is a common platform where the time records of individual technicians in resolving a problem or a task within a request are logged. In worklogs, technicians can brief their work, specify the time taken to resolve, cost involved, and add the worklog as the first response.
Worklogs help admins to stay informed on technicians' work statuses of different requests.
Go to a request details page and click, Actions>>Add Work Log
OR
Under Work Logs tab, click Add New.
Fill out the following fields and click Save.
| Fields | Explanation |
| Owner | Choose your name or the technician for whom you want to add the work log. |
| Start Time | Select the date and time at which the particular work was started. |
| End Time | Select the end period of the work. |
| Time Taken to Resolve | Auto-populated based on the start and end time. |
| Include non-operational hours | Select whether to include the non-operational hours in the time taken to resolve. |
| Other Charge | Enter additional charges incurred (For example, new hardware), if any. |
| Owner's Cost per hour | Auto-populated. (Cost per hour must be added in the technician's page). |
| Total Charges | Auto-populated. |
| Tech's Charges | Auto-populated. |
|
WorkLog Type |
Select the mode of the technician's work input as service, travel, overtime support, remote, etc. Work Log types must be added under Admin>>Helpdesk Customizer>>Worklog Type. |
|
Description |
Add additional details that were not captured in the form and click Save. Note that if the technician has added comments in the timer, it will be auto-populated here to which you can add more information. |
| Consider worklog addition as first response | Select this to mark the work log addition as the first response time. Here |