It also displays the number of technicians working on a request.

 

Go to Requests and select the respective customer from the drop-down in the header. Click the subject of a request to open it.

On the request details page, click the work log timer located on the right pane.

Add your work details or other important information in the text box displayed and click Start My Timer.

To exclude the timer for non-operational hours, click the active work log timer . By default, the Include non-operational hours option will be enabled. Toggle the button to disable this option.

After resolving the ticket or finishing the task, click Add My Work Log to input the time spent as a work log. Click here to learn how to fill out the work log form.

 

SDAdmins can enable work log timers to automatically start when the assigned technician views the request details page. This can be done under Setup > General Settings > Advanced Portal Settings > Worklog Settings >  Auto-start worklog timer when the owner views the request. 

The worklog timer will start automatically only if the technician logged in matches the assigned technician, i.e., the assigned technician must be logged into their account when viewing the request details page.

When the worklog timer starts, a message will be displayed to the technician on the list view.

A message appears on the request details age when the work log timer starts, notifying the technician.

 

You can directly start and stop the work log timer and view the details of the timer directly from the request list view.

Go to the Column Chooser , and select the Work log Timer to display it in the request list view. 

To start or stop the timer, click on the request in the list view.

If the timer is active, click it to see the technician working on it, along with the time spent and other details. You can also modify settings such as including non-operational hours or adding time as a work log from the list view.

You can also set up conditions to automatically start/stop work log timers and customize its configurations. Click here to learn more.