Add Work Logs in Requests

Add Work Logs in Requests

Work Logs show records of time spent by the technician on a request and helps SDAdmins monitor the technicians' activities.

In Work Logs, technicians can detail their work, specify the time it took to address the request, and also mention any associated costs.

Role Required: Technicians with Add Work Log permission.

Work logs can be entered in two ways: from the Work Log tab in a request or by using the Work Log Timer.
 

Add a Work Log from the Work Log Tab 

  1. Go to the Requests module and select the respective customer from the drop-down in the header.
  2. In the request list view, click the subject of the request you want to add a work log for.
  3. Go to the Work Log tab.
  4. Click Add Work Log or select Add Work Log from the Actions drop-down menu.
  5. Refer here to configure the work Log form.
  6. Click Save. The work Log will be added under the Work Log tab.
 

Add a Work Log using the Work Log Timer 

If the work log Timer is activated, you can directly enter the work log information from the timer.

This will automatically set the Executed time and the Time Taken to Resolve the request in the Add Work Log form.

To add a work log with work log timers,
  1. Go to the Requests module and select the respective customer from the drop-down in the header.
  2. In the request list view, click the subject of the request you want to add a work log for.
  3. In the right pane, ensure that the Work Log Timer is enabled and click it.
Info
The work log timer will be colored blue, and the clock hand will spin if it is active, or it will be gray and inanimate if it is inactive. 
  1. A pop-up will appear showing details of the time spent on the request.
  2. Click Add to my Work Log.
  3. Refer here to configure the work log form.
  4. Click Save. The work log will be added under the Work Log tab.


Adding a work log from the work log timer will stop the timer. To learn about work log timers, click here.
 

Fill a Work Log Form  

Use the following pointers to fill out the Add Work Log form:
Field
Explanation
Owner
Choose the technician for whom the work log is being recorded.
Work log Type
Choose the type of work provided (e.g., General services, Overtime work, etc.).
To configure work log types, click here.
Billable
Specify whether this service is billable.
Include non-operational hours
Select this option to compute charges for the non-operational hours.
Executed Time
Specify the duration of your work on this request.
 
Time Taken to Resolve
The actual time taken to resolve the ticket, excluding the time it was on hold.
Info
This field will be automatically filled based on your response for Executed Time. Changes made to this field will also update the Executed Time field. 
Technician's Cost per hour
Information-only field to show the technician's cost per hour.
Incident Cost
The technician's total fee based on the time taken to resolve the request.
Other Charges
Enter additional charges incurred, if any. (e.g., Hardware, Software, etc.)
Total Charges
The sum of the Incident Cost and Other Charges.
Description
In addition to the timer comments that are auto-populated, you can add the resolution or any important information here.
First Response
Select the work log addition as the first response, if required.
 

 

Work Log Tab Actions         

Work logs added to a request will be displayed under the Work Log tab within the request.

Hover over the technician's name in the work log entry to view details such as the created and executed times.


Click to search for a specific work log entered.

Click to sort columns by Owner, Executed Time, Total Charges, etc.

 

Edit or Delete a Work Log 

To edit or delete a work log, go to the Work Log tab within a request and hover over the work log you want to edit or delete.

Click to edit the work log.

Click to delete the work log.


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