Timesheets
Timesheets
Overview
A timesheet is a digital record of the total time spent by a technician on their tasks. This information is used in payroll processing, customer invoices, and productivity analysis.
The Timesheets module in ServiceDesk Plus MSP Cloud consolidates technicians' work log from various modules into timesheet entries and enables you to manage them. You can access Timesheets from the navigation menu.
The cumulative of work log records from the following modules is displayed under Timesheet Summary:
- Requests and Request Tasks
- Changes and Change Tasks
- Releases and Releases Tasks
- Problems and Problem Tasks
- Project Tasks
- General Tasks
The modules of each work log are indicated by the respective icons available in the navigation menu. Use the All Modules filter to view work log records of a specific module.
Time Log
In this section, the term request refers to incident/service requests, change requests, release requests, problems, and projects.
In work log add forms, Timelog 
splits the total time spent on a request or task (Time Taken To Resolve) into daily work hours. These entries automatically compile into a weekly timesheet.
Configure Time Log
Based on Operational Hours settings, the time log automatically distributes the total Time Taken To Resolve across each day within the Executed Time duration.
In a work log, the maximum duration allowed under Executed Time is 14 days. Learn more about the work log.
Before submitting weekly timesheets, technicians can adjust the hours logged if the actual time they spent on a specific day differs from the system's calculation.
However, the hours you can select for each day are limited by:
- Start time and end time specified in Executed Time
- The remaining operational/non-operational hours available for that day.
To log more hours, technicians must modify the Executed Time duration accordingly.
For example, a technician has logged the following parameters in a work log:
Parameters | Details |
Zylker's operational hours | 9 AM to 6 PM (9 hours per day) |
Technician's Task Duration (Executed Time) | July 31 to August 9 (55 hours logged) |
Task Start Time (Day 1) | 4 PM on July 31 |
Task End Time (Last Day) | 3 PM on August 9 |
Day 1
- Operational hours left: 4 PM to 6 PM = 2 hours
- Technician can log or adjust hours only within this 2-hour window.
- The remaining hours are automatically distributed across the subsequent days within the duration, as per the 9-hour/day limit.
- To log more hours, adjust the start time in the work log to an earlier hour/day (say, 1 PM) to increase available logging hours in Timelog.
Last Day
- Operational hours available: 9 AM to 3 PM = 6 hours
- Technician can log or adjust hours only within this 6-hour window.
- To log more hours, the end time must be extended accordingly.
If the technician includes non-operational hours in the work log:
Day | Scenario | Available Logging for Non-Operational Hours in Time Log |
July 31 | Start at 4 PM | 6 PM to 12 AM (6 hours) available |
August 9 | End at 3 PM | 12 AM to 9 AM (9 hours) available |
Non-operational hours outside these windows (12 AM to 9 AM on July 31 and 6 PM to 12 AM on August 9) are not considered for logging.
Submit Timesheet
By clicking Submit Timesheet on the top right, you can submit weekly timesheets to reporting managers for review and approval. The approved timesheets will be processed for customer invoicing, subject to the organization's billing policies.
You can only submit a week's timesheet at the end of the week.
To submit timesheet of a specific week, select the week from the Duration drop-down in the Submit Timesheet pop-up.
While submitting a timesheet, technicians can:
- View a summary of their work hour utilization.
- Click a specific logged hour to view the corresponding work log details.
Work Hour Utilization Calculation
Utilization (%) = (Productive Hours / Available Work Hours) × 100
Productive Hours: The actual time spent working on tasks or billable activities.
Available Work Hours: The total number of hours available to work during the specific week, often based on scheduled operational hours.
View Submitted Timesheets
Technicians can view their submitted timesheet and its approval status under the Submitted Timesheets tab. Use the Period and Status drop-downs to filter timesheets by duration and approval status, respectively.
Timesheet Statuses
Submitted timesheets can be tracked by the following statuses:
Statuses | Description |
Submitted | Technician has submitted the timesheet for review. |
Approved | Timesheet is approved by the reporting manager. |
Rejected | Timesheet is rejected by the reporting manager. |
Revoked | The reporting manager has revoked their approval or rejection. |
Reopened | Technician/reporting manager has reopened the timesheet. To reopen the submitted or resubmitted timesheets before review, the technician must request their reporting manager. To reopen rejected timesheets, technicians do not require consent from the reporting manager. Technicians cannot reopen approved timesheets. Reporting manager can reopen approved and rejected timesheets after revoking their approval action. |
Resubmitted | Technician has submitted the reopened timesheet. |
Timesheet Workflow
The work log owner and time log of submitted, approved, and resubmitted timesheets cannot be edited.
Reporting managers can review the timesheets submitted by their reportees from the Timesheet Approval tab.
Timesheet Actions
Timesheet Summary
- View Work Log: Use the calendar menu on the left to view work log records of a specific duration. In a timesheet, you can view up to 30 days of work log data from each module.
- Export Time Sheet: Click the export icon
on the toolbar to export the timesheet as PDF. You can also export timesheets from the Submit Timesheet pop-up.
- Filter: Filter work log records by Modules and Customers.
- Table Settings: Use the Table Settings icon
to set the number of records to be displayed per page.
- View Request Details: Click a title to view the details of the request. To view the details in full screen, click View Details in the slide-out.
Submitted Timesheet
Your submitted timesheets will be displayed.
- Use the drop-downs to filter timesheets by duration and approval status.
- Click the gear icon
next to a timesheet entry to view its history. You can also sort and filter historical records by duration.
- Click Submit Timesheet to submit a week's timesheet.
Timesheets for Reporting Manager Login
Role Required: Organizational Role – Reporting Manager
Timesheet Approval
Approve or reject your reportees' time sheets by using Approve/Reject/Reopen under the Status column. You can also reopen timesheets to allow reportees to modify and resubmit them.
To reopen approved or rejected timesheets, you must revoke your approval action.
By default, the timesheets pending for approval will be displayed. Use the My Pending Approvals drop-down to filter timesheets by various approval statuses.
Use the All Technicians drop-down to view the time sheet submitted by a specific technician. You can also filter timesheets by duration.
Timesheet Summary
Under Timesheet Summary, your work log records will be displayed by default. To view work log records of a specific reportee, use the technicians filter drop-down on the top left.
Submitted Timesheets
Under Submitted Timesheets, you can view your submitted timesheets.
To know more about other actions you can perform within the module, click here.
Timesheet Notifications
Role Required: SDAdmin
Under Setup > Automation > Notification Rules > Timesheets, set up email and push notifications to notify the following time sheet updates:
- Notify the technician when a timesheet is approved/rejected.
- Notify the technician when a timesheet is reopened by the reporting manager.
- Notify the reporting manager when a timesheet is submitted/ resubmitted for approval.
- Notify the reporting manager when a technician reopens a timesheet.
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