Add Worklogs

Add Worklogs

Work Logs show records of time spent by the technician on a problem 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.
  1. Go to the Problems module and select the respective customer from the filter in the header.
  2. Open the relevant problem.
  3. In the problem details page, go to Worklogs tab.
  4. Click Add Worklog and fill out the form as below:
Field
Explanation
Owner
Choose the technician for whom the work log is being recorded.
Work log Type
Choose the type of work provided.
To configure work log types, click here.
Billable
Specify whether this service is billable.
Select Include non-operational hours to compute charges for the non-operational hours.
Executed Time
Specify the duration of your work on this problem.
 
Time Taken to Resolve
The actual time taken to resolve the problem, excluding the time it was on hold.
Click to configure the time log for each day.
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 is calculated based on the time taken to resolve the problem.
Other Charges
Enter additional charges incurred, if any.
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.
 
  1. Click Save.

Hover over a worklog to edit or delete it.
 

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