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</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Logging Time on an Action</strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding Quick Time</strong></span></p><p><span style="font-size: 11pt;"><strong>- Deleting Time Entries</strong></span></p><p><span style="font-size: 11pt;"><strong>- Viewing Your Timesheets</strong></span></p><p><span style="font-size: 11pt;"><strong>- Triggering Rules from Time Taken</strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong></span><strong><span style="font-size: 11pt;">Charge Type field on Quick Time</span></strong></p><p><br></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Configuration Setting Guides:</strong></span></p><ul><li style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/1831" id="isPasted" rel="noopener noreferrer" target="_blank">Time Management</a></strong></li></ul><p><strong><br></strong></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMDMzNmQzLWRhYjEtNDRlMC04M2RhLTIxOWIyZWM0YzM4YyJ9.CSdPIqmp78c5889RYe4Y0qdmUZkw1xXDT_BNewRBGRc" class="fr-fic fr-fil fr-dib" width="1521" height="250"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Time Management Configuration Module.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;">Time tracking is a function to monitor how much time agents spend on each action and the relationship this may have to any calendars or appointments. Agents can log time two ways, by logging time against an action on an existing ticket, or by logging time on a 'quick time' timesheet entry.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 18px;">Logging Time on an Action</span></strong></p><p><span style="font-size: 11pt;">If working on a specific ticket, agents can log how long they spent on an action for this ticket, using the 'time taken' field on the action. When opening an action the action timer will start, beginning a count for how long the action is open for. This is intended to count how long the agent is spending on the action. Agents can either log their time by opening the action when starting the task, then closing the action when the task is finished, allowing the action timer to count how long they have spent on this and populate the 'time taken' field automatically. The action timer can be customised to control if/when it starts to count. Alternatively, agents can enter the time they have spent on this action in the 'time taken' field manually. </span></p><p><br></p><p><span style="font-size: 11pt;">From v2.238+, Ticket Timers can be paused when the tab is not being used. This applies to changing tabs within Halo and changing or minimising the browser tab. To enable this, select "Pause Ticket timers on inactive tabs" in Configuration > Time Management.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjOWQzNjYwLTExMTgtNDkwYS04ZTk3LTNhZWU1ZDIzNmY5MCJ9.WVNtKcffFZZoyd1GLZZTYuQ0ZPv23GKb7b1Ao8wIUZo" class="fr-fic fr-fil fr-dib" width="882" style="width: 884px; height: 417.815px;" height="418"></p><p><span style="font-size: 10pt;"><strong>Fig 2. Time taken Field on ticket.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If the action the agent is using does not have the 'time taken' field this can be added by heading to Configuration > Tickets > Actions > select the action > Field List > Add > search and add 'Time Taken'. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkODk0ZDcyLTk5NjYtNGZmNi1iNmRiLWIxNzc5YzQ2NWU5MiJ9.8S68ovGC4UjyZViKlPxKGyjlAnKsn-dOS1aHkUiqjkU" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 181.936px;" height="182"><strong><span style="font-size: 10pt;">Fig 3. Time Taken Field in action configuration.</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To make the time taken field mandatory click the pencil icon shown on the field in <strong>Fig 3 </strong>to modify the settings.</span></p><p id="isPasted"><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">A default time can also be added to the action, under the action defaults (Configuration > Tickets > Actions > select the action > Defaults tab). To set this change the 'default hours' field to the hours you would like the 'Time Taken' field to show by default. If this is set the action timer will still start counting when the action is opened but the time taken field will show the default time not the timer. The default time can still be overridden manually, or if you would like to use the action timer, you can select the clock icon next to the field, this</span><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 11pt; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;" id="isPasted"> will show </span><span style="font-size: 11pt;">how long the action has been open and will continue to count. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The action timer can be set so that it does not start automatically when the action is opened, instead it only starts when the clock icon is selected. To do this head to Configuration > Tickets > Actions > select the action > Defaults tab, set field 'Start/Use Timer' to 'No'. </span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Customising the Timer</strong></span></p><p><span style="font-size: 11pt;"><strong>Make the Timer Visible </strong></span></p><p><span style="font-size: 11pt;">If you would like agents to be able to see this timer counting against the ticket enable 'Show the timer on the Ticket Details screen' under Configuration > Time Management. This will display a timer under the ticket details. Agents can pause/resume the time using the 'Stop' button against the timer. </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUyMzA4Yzg2LWM1MmItNGM5Yi05Yzg5LTk5NDMxMDA3OWZiZiJ9.bQy44IPFlbeJqS5QWEq_kQsW5CUfDT0-8Cq9nHIuRa0" class="fr-fic fr-fil fr-dib" width="534" style="width: 536px; height: 351.892px;" height="352"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 4. Ticket Timer.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p><strong>Make the Timer a Ticket Widget</strong></p><p>You can move the location of the timer so it appears as a widget in the ticket header. This can be configured per ticket type.</p><p><br></p><p>To do this head to Configuration > Tickets > Ticket Types > select a ticket type > Forms tab, here you will see the settings "Ticket Details Header Widget 1/2". Set one of the widgets to be "Timer". </p><p><br></p></span><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3ZTliNzdhLTkwNzYtNGEyNC1iMzVmLTY3ZmQzZTQ2MjFjMiJ9.psfx6hm23kmyFXE7qp5XgII-Ncd63zgS_FpeVF4jzSM" class="fr-fic fr-fil fr-dib" width="715" style="width: 717px; height: 541.97px;" height="542"></p><p><strong>Fig 5. Ticket Details header widget.</strong></p><p><br></p><p><span style="font-size: 11pt;">Once set, the timer will appear as shown in figure 6. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNWIwMjJmLWYxNmMtNDg3Mi1hOGQ0LTVlYmFlZWJiOGZiYSJ9.D6MFUYTdWyg8iZW-KhXFHt1PNVIsjcokKY_mTHqOhB8" class="fr-fic fr-fil fr-dib" width="1000" style="width: 1002px; height: 351.882px;" height="352"></p><p><strong>Fig 6. Timer as ticket widget.</strong></p><p><br></p><p><span style="font-size: 11pt;"><strong>Control when the Timer starts</strong></span></p><p><span style="font-size: 11pt;">Additionally you can configure at what point the timer starts, and when it pauses.</span></p><p><br></p><p><span style="font-size: 11pt;">Head to Configuration > Time Management.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwYTQzMjIxLWI4ODctNDZiOC1hYjRiLThjMGQ2NWM3MTZlOCJ9.PZ5Q7VkUJJu50eYwGhXBlyYfJmhTOn7cQPCz4a6mAM4" class="fr-fic fr-fil fr-dib" width="844" style="width: 846px; height: 757.972px;" height="758"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 7. Timer customisation options.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p><strong>Automatically use a timer on the new Action screen</strong> - When checked, the Timer function will automatically be enabled when logging an Action. This will set the time taken to log the Action as the Time Taken field on the Action. This can be overridden should the field be visible on the Action.</p><p><strong>Only use a timer on Actions where the Time Taken field is visible</strong> - When checked, the Timer function will only be available on Actions where the Time Taken field is visible. Else, the Action will be logged with no time by default (this can be overridden by editing the action).</p><p><strong>Show read-only seconds on the Action and new Ticket timers</strong> - When the Timer is visible, there will be a seconds counter alongside the hours and minutes, akin to a stopwatch. The seconds are read-only and cannot be modified.</p><p><strong>Timer Start Point</strong> - This will determine the point at which the Timer begins counting when viewing tickets and logging actions. </p><p><strong>Pause Ticket timers beneath other Ticket modal windows</strong> - When another ticket is opened in a modal window this will pause the timer for the original ticket. The time will resume once the window is closed. </p> </span><p id="isPasted"><strong><span style="font-size: 14pt;">Adding Quick Time</span></strong></p><p><span style="font-size: 11pt;">Quick Time is used when you want to log time, but do not have the ticket you want to log this against open, or you want to log time against a certain user rather than a specific ticket. Quick time can be added by heading into your timesheet and either selecting the ⊕ icon next to "Hours Logged", or by selecting a time on that timesheet.</span></p><p><br></p><p><span style="font-size: 11pt;"><span style="font-size: 11pt;" data-pasted="true">A timesheet can be submitted in the side pane by selecting the submit button. </span></span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MjRhNjJkLTVkZWMtNGUzYy05NTdjLTQ2YjA5MzdiMzM4ZSJ9.4BDX5nc5Ubfm0gExErg3x_aZ6uv4Qt4joL1oKu7qL5w" class="fr-fic fr-fil fr-dib" width="340" height="722"></p><p id="isPasted"><strong>Fig 8. Logging time from a today's timesheet.</strong></p><p><br></p><p><span style="font-size: 11pt;">This can also be logged by heading into the 'Timesheets' module, selecting a day and again either selecting the ⊕ icon next to "Hours Logged", or by selecting a time on that timesheet. This will open the quick time dialog box.</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ODRkYzFiLTkyYWQtNGRjMC1iMTM0LTA1ODk2NTM5ODE3YyJ9.-b8LJR_wbKiWQg2htvtVlqrPle0NDKKSGOdMA4u7Bdw" class="fr-fic fr-fil fr-dib" style="width: 975px; height: 381.361px;" width="973" height="381"></p><p id="isPasted"><strong>Fig 9. Logging time from the Timesheets Module.</strong></p><p><br></p><p><span style="font-size: 11pt;">When logging quick time you will need to complete some details about the time that is being logged, seen in <strong>Fig 10</strong>.</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ZDYyOGQ4LTBiODktNDA2YS1hYjk1LWUyZDA2YjU1MTI1YyJ9.bRA3ki8Zwkz_gLtrfX4j3IjnfGi7SwxdkuVDlazGcvY" class="fr-fic fr-fil fr-dib" style="width: 346px;"></p><p><strong>Fig 10. Quick time screen.<br></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When logging time you can either choose to log time against an existing ticket, to do <strong>this you will need to select the entity to 'log time against' as 'customer', then enter the full ticket ID in the 'ticket field'. This will create a 'log time' action on the ticket with the details entered on the log time screen here. </strong></span></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Alternatively, if you select to 'Log time against' as 'end user' you can select an end u</strong>ser to log time against, you still have the option to enter a ticket ID, but if you leave the ticket field blank time will be logged under this end user as a new ticket, rather than against an existing one. If logging time on a new ticket, a ticket will be opened with the details entered in the log time screen here, and the ticket will automatically close when logging. This is to ensure that there is a record of time worked against the end user, for billing purposes. By default the ticket type used to log quick time is 'Quick Time', however, this can be changed in configuration > time management, 'Ticket type used for logging time'. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>How to complete the Quick Time Pane:</strong></span></p><p><span style="font-size: 11pt;">1. Enter any relevant information into the note box.</span></p><p><span style="font-size: 11pt;">2.Choose who you would like to log time against, a customer (existing ticket) or end user. </span></p><p><span style="font-size: 11pt;">3. Select any end-user or customer if necessary.</span></p><p><span style="font-size: 11pt;">4. Select the ticket you want to log time against, or leave blank </span></p><p><span style="font-size: 11pt;">5. Enter the time taken and the method of adding i.e. Start/end or start and end. The default time entry method can be set via heading to Configuration > Time Management and selecting the relevant option under the General Settings:</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 13px; background-color: rgb(255, 255, 255);"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 13px; background-color: rgb(255, 255, 255);"><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1YzIzYzFkLWYxZGMtNDRiNy1hNjMzLWMzMTRiOGVkYjUwNiJ9.n880It_Ix6W75Rvpx2JSquy3Sd6LRT2kv0OzOyRhhC8" width="228" height="107" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Editing Time Input Option For Logging Quick Time</strong></span></p><p><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><span style="font-size: 11pt;">6 . Add any relevant charge type. The quick time can be a chargeable action by adding a charge type to it. There is a setting in Configuration > Time Management which allows you to use the agent default charge type when logging time. When selected, the charge type field will be populated with the agents default charge type when logging a quick time, It can be manually overridden on the quick time logging screen. The agents default is configured in the details tab of an agent the setting is called "Default Charge type".</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 13px; background-color: rgb(255, 255, 255);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwYTJkOGJjLTgzMTItNGM3OC04ZTBlLWY2NTM3YjJiODY3ZCJ9.HYFud7WwG6iciQGwm9zmFofk-DRPsbPZtbUG3t2QSOY" class="fr-fic fr-fil fr-dib" style="width: 341px; height: 37.7754px;" width="339" height="38"></p><p><strong>Fig 12. Agent Default Charge Type Setting For Quick Times</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 13px; background-color: rgb(255, 255, 255);"><br></p><p data-pasted="true"><span style="font-size: 11pt;">You can override the action used for quick time. The drop-down for this is found under Configuration > Time Management</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkMmM5ZTYxLTFhMzctNGY4OS04NmIxLTFjNjE5ZWQ1ODI4OSJ9.JmlQXoU1bkpm8FEJDBmBCwGBddKuWiOTFHnSKzDGEvE" width="1225" style="width: 1227px; height: 245.56px;" height="246" class="fr-fic fr-dii"></span></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 13. Quick Time Override action</span></strong></p><p><br></p><p><span style="font-size: 11pt;">The action you set here will be used for all quick time entries in pace of the system action, this allows you to configure the action to your needs. In the example below I have configured a new quick action called 'Quick Time Override', this action is hidden from the Conversation and Internal view (only showing under 'All Actions') and changes the status to 'updated'. For more information on configuring actions see our <a href="https://usehalo.com/haloitsm/guides/1921">Actions</a> guide. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliYTczYjczLWE0MmEtNGNmNS1iZjUyLTcyZTZmMDVhNDRiOSJ9.blUxog-RQM6WsjYn_9kCTgrj80GFJkPfpWgXNnH3GAs" class="fr-fic fr-fil fr-dib" width="952" height="379"></p><p data-pasted="true"><strong>Fig 14. Adding Quick Time with the action <strong data-pasted="true">overridden</strong></strong></p><p><br></p><p id="isPasted"><span style="font-size: 12pt;"><strong>Additional Fields for Quick Time</strong></span></p><p><span style="font-size: 11pt;">To toggle the option to have quick time logged against an existing ticket in the system. This can be enabled under Configuration>Time Management and selecting the below option found under the Time Logging section:</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 13px; background-color: rgb(255, 255, 255);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlZDI5OWI3LWNjYWItNDNhNS1hMDU2LWJhMjdiOTg0MGI2ZSJ9.XXEd2QAIXsb6mZiH6m7Z1VgIrIKs1UoCBlLFdhwI-wM" width="323" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important; width: 325px; height: 28.8261px;" class="fr-fil fr-dib" height="29"></p><p><strong>Fig 15. Choosing an Existing Ticket When Logging</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 13px; background-color: rgb(255, 255, 255);"><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><span style="font-size: 11pt;">Once this setting is enabled, you will have the option to search for existing tickets directly from the quick time window, note you can also allow a selection of Ticket type, this will override the default ticket type used for logging time. </span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 13px; background-color: rgb(255, 255, 255);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2MzI0MTc3LTcyZWYtNDg5MC1iY2RhLTE3MjA1MjM1YzNlZCJ9.CHdzmgVGmc2Wsrepc0iVZdkeRtU3LU0O8jeoffBtv9M" width="324" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important; width: 326px; height: 36.2222px;" class="fr-fil fr-dib" height="36"></p><p><strong>Fig 16. Ticket Type Selection</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p><span style="font-size: 11pt;">Once the time entry is saved, you can also change the time taken by clicking and dragging the input boxes via the little tabs at the top and bottom.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p><strong style="box-sizing: inherit; font-weight: 700;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzYmQzOGNkLWJmMDUtNGRkYy04MmJlLTc3YjBjNGFjMzdhMyJ9.Bq4iWdZ7Lq2UvyTwdLACOA9qVT0S6JDDQL8d9LShiIQ" width="420" height="259" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fil fr-dib"></strong><strong>Fig 17</strong><strong>. Quickly Increasing The Time Taken </strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 12pt;">Using the timer when logging Quick time</span></strong></p><p><span style="font-size: 11pt;">If you want to log quick time against a timed task you can start a timer manually. This can be done in two ways, you can press CTRL + SHIFT + L to enable a timer, you can see the timer on your timesheet for today.</span></p><p><br></p><p><span style="font-size: 11pt;">Or:</span></p><p><span style="font-size: 11pt;">1. Click the clock in the top right to open your time sheet pane.</span></p><p><span style="font-size: 11pt;">2. Click Start a new timer.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkODA1N2ZkLWYzY2QtNGVhMy1iMGNjLTZjZWNjNDVkMWQ0NCJ9.J4jwp1DEIJSVmxDPnil_8jcOqtZbkeCpcn5mOC4RCpI" class="fr-fic fr-fil fr-dib" width="473" height="564"><strong><span style="font-size: 10pt;">Fig 18. Timesheet View</span></strong></p><p><span style="font-size: 11pt;"> </span></p><p><span style="font-size: 11pt;">3. This will automatically begin a timer.</span></p><p><span style="font-size: 11pt;">4. When you stop a timer you're presented with 3 options:</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5MjFjMDcyLTQ3MWEtNGI5YS05NTZlLTc0ZWE1NzEyN2Q3MCJ9.57t3O8crR4vmVBElD-q39WcWz9DpB-wlbIRReeKMkd0" class="fr-fic fr-fil fr-dib" width="336" height="260"></p><p><strong><span style="font-size: 10pt;">Fig 19. Timer Options</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">5. "Log a Ticket" Option will open a quick time dialog box to log the time against an existing ticket or end user. </span></p><p><span style="font-size: 11pt;"> "Log as Break Time" will give you the option to choose the kind of break it was and the time taken.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyYjFkNGY3LWQzMzUtNGM0My05NzAyLTU5Yjc4OTc2Y2VmNiJ9.foSwUGCLYa_CT2bQGuweWyh2BVtJGJpNvnTy5u7EolI" class="fr-fic fr-fil fr-dib" width="922" height="635"></p><p><strong><span style="font-size: 10pt;">Fig 20. Log as Break Time</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Deleting Time Entries</span></strong></p><p><span style="font-size: 11pt;">If you have logged time against an existing ticket, to delete the time entry you will need to delete the action on the ticket it is logged against. To do this, select the entry you would like to delete on your timesheet, selecting the entry will open up the action on the corresponding ticket in a new window. Now you are viewing the action you have the option to delete this, deleting the action will remove the time entry from your timesheet.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmOTA4OGViLWFlMTMtNDcxZi05ZDVkLTQyMjkxNWFjMmRjMyJ9.UpzqGMtqEyR1NwHWyt85m6i8gegh7cTgnOAG9__e09E" class="fr-fic fr-fil fr-dib" style="width: 623px;"></p><p><strong><span style="font-size: 10pt;">Fig 21. Deleting Action on ticket</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you do not have this option to delete an action your agent account likely does not have permission to delete actions. Contact your Halo administrator to have the permission added, or they can delete the action for you. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you have logged time on a quick time ticket, rather than against an existing ticket, you will need to delete the ticket itself. To do this select the time entry on your timesheet, this will open up the ticket in a new window. Once open you can delete the ticket. This will remove the time entry from your timesheet.</span></p><p><span style="font-size: 11pt;"> </span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxZTA0ZDkwLTkwY2EtNDIyYS1iMjYyLTljMmRkNjNmMGIwOSJ9.XVfLIw0U-osDJTbGJsAef9RJ3zTGPfCYkUXwlZOS15I" class="fr-fic fr-fil fr-dib" style="width: 930px;"></p><p><strong><span style="font-size: 10pt;">Fig 22. Delete Quick time ticket</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Deleting Break Times</strong></span></p><p><span style="font-size: 11pt;">If you need to remove a break time entry, you will need to select the break entry on your timesheet and adjust the 'Time Taken' field to be zero. The original entry will still appear on the timesheet at the 'Start Time', but this will not deduct any minutes from the agent's break time. If an incorrect break time has be logged, it is best to adjust this to the correct time, rather than zero the original entry out and create a new entry.</span></p><p><span style="font-size: 11pt;"> </span></p><p><span style="font-size: 12px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmNmFjYmNhLTlhNDItNDc5Yy04MWM3LWRjYzllODA3NjYyYiJ9.-HpNMiqyZFYS7ixeOppKQmqgXGmNlIuGDw1kUzKtDdk" class="fr-fic fr-fil fr-dib" style="width: 391px;"></span><strong><span style="font-size: 10pt;">Fig 23. Time Taken field on Break Time</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Viewing your Timesheets</span></strong></p><p><span style="font-size: 11pt;">All actions with time logged against them will be viewable on your timesheet area by you, any team leaders or administrators. To see your time entries for a given day, select the timesheet for that day in the 'Timesheets' module. The entries are presented in chronological order with the ticket's title as the title and the timings for start and end on the view.</span></p><p><br></p><p><span style="font-size: 11pt;">The timesheet shortcut pane on the right hand side (accessible in the top right hand corner of the Halo web app) only displays today's timesheet but you can view other days by clicking "View More Timesheets". In the pane you can click into any entry to view the specifics of it, this will open a new tab with the ticket's action for the entry.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjYTg2YjJjLTRkZmItNGZmNS05MzQ5LTljYmRlNGY4ZmU4NyJ9.y_fPBBrYhGsYKXIBn1hUIVmom4qHBGquArOlU9JtAH0" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 219.094px;" height="219"></p><p><strong><span style="font-size: 10pt;">Fig 24. Timesheet Area</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The 'Forecasting' view will show how many hours of scheduled work you have for each day. This is used in conjunction with Project tickets, so when you forecast the amount of hours you need to spend on the project for a given day/week, this will appear in the 'forecasting' area of timesheets. Allowing you to see how much work you have scheduled across all your projects. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The 'Planning' View will show a summary for the amount of hours you have available and the amount of hours you have 'booked', booked hours are the same as the hours you have logged on a timesheet/action. The planning view just provides a percentage breakdown of the amount of time you have available.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The 'Timeline' view displays the time you have logged in your current workday, broken down by hours, this provides a more focused way of viewing your logged time for a chosen day.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Timesheet Hours Breakdown</strong></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2OWE3ODQ0LTMzMjMtNGVhMi1hZjNmLTdmZmM2MzM2NjY0NyJ9.PMaUYVS6xzTCWkhr7j1ss_CEhpttVv_lTTcxq7MP2L0" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 25. Timesheet hours breakdown</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">On your timesheet (<strong>Fig 25</strong>) you will see the hours for that day are broken down into different categories.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Start Time</strong> - The start time of the first action logged for that day.</span></p><p><span style="font-size: 11pt;"><strong>Finish Time </strong>- The end time of the last action logged for that day.</span></p><p><span style="font-size: 11pt;"><strong>Target Hours</strong> - The number of hours you are expected to log (working hours minus break time) .</span></p><p><span style="font-size: 11pt;"><strong>Hours Worked</strong> - The time you have been working, finish time minus start time.</span></p><p><span style="font-size: 11pt;"><strong>Hours Logged</strong> - The total time taken on the actions you have logged today.</span></p><p><span style="font-size: 11pt;"><strong>Charge Hours</strong> - The number of hours you have logged that are chargeable.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Completing timesheets</strong></span></p><p><span style="font-size: 11pt;">When a timesheet is complete it will be indicated with a green tick against the timesheet for that day. </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjOTdiZTczLTEzOWQtNGI2ZC05MGYwLTQzMTM5M2YxYTVhNiJ9.441wUQEukf_IXXanGUFdjI3pEuvuePh_KGDs-jOFIFU" class="fr-fic fr-fil fr-dib" width="290" height="186"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 26. Timesheet marked as complete</strong></p></span><br><p><br></p><p><span style="font-size: 11pt;">Timesheets are classed as 'complete' when your hours worked for the day meet your target hours for the day, that is you have logged enough time against actions to total to your target hours. </span></p><p><br></p><p><span style="font-size: 11pt;">If you have not met your target hours for the day but would still like to mark your timesheet as complete use the tick icons against the start and finish time for the timesheet. </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwYjVkZmNiLWJmNTAtNDVhZS1hODBlLTNkOTJhYjVjODJmMSJ9.ya14X23ZWk7BVT8FdbKTK9eFpMszbSA3GQt5I2Tp5vE" class="fr-fic fr-fil fr-dib" width="290" style="width: 292px; height: 253.381px;" height="253"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 27</strong><strong>. Complete timesheet manually</strong></p><p><br></p></span><p><br></p><p><strong><span style="font-size: 14pt;">Administrators</span></strong></p><p><span style="font-size: 11pt;">Head to Configuration > Time Management settings to adjust what entries appear on the timesheet. The options in general settings cover the basic features of the timesheets functionality. For a detailed timesheet approvals guide check <a href="https://usehalo.com/haloitsm/guides/1925/" rel="noopener noreferrer" target="_blank">here</a>. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For a more detailed guide on timesheet configuration check <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2257/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>. </span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Triggering Rules from Time Taken</strong></span></p><p><span style="font-size: 11pt;">"Time Taken" can be used as a ticket rule criteria, which can be useful to escalate a ticket if a certain amount of hours have been logged on it already. In Configuration > Tickets > Rules, create a rule with the criteria. Set the "Value" to a number of hours.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4OTUwOWVlLWU3NDAtNDM3OC05NjI1LTIzYjAyZDZhNzU5NyJ9.uzsKVvYj5EILuSWnEKtfd_Aa14Txs49d6YDMen7CP_8" class="fr-fic fr-fil fr-dib" width="1029" height="370"></span></p><p><span style="font-size: 10pt;"><strong>Fig 28. Time taken rule criteria.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The ticket rule above is configured to reassign the ticket to "2nd Line Support" if the time taken is over an hour. This has then applied to the ticket below when completing the <strong>next action</strong> after that threshold has been met.<br></span></p><p><span style="font-size: 11pt;"><br></span></p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxMzdjOGE4LTM4MTgtNGM2MC1hZTQ5LWI4OWYxMzg0MGY4MiJ9.ZJF941cNxsL4j9pYZunksg172l1eIb9UllsW8Nbv98k" class="fr-fic fr-fil fr-dib" width="1116" style="width: 1118px; height: 528.144px;" height="528"><p><span style="font-size: 10pt;"><strong>Fig 29. Rule applied after the next action.</strong></span></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Charge Type field on Quick Time</span></strong></p><p><span style="font-size: 12pt;"><strong>Add/remove the charge type field when logging quick time</strong></span></p><p><span style="font-size: 11pt;">You can control whether the charge type field appears when logging quick time.</span></p><p><br></p><p><span style="font-size: 11pt;">To have the charge type field appear, you will need to add the field 'Charge Type (Actions)' to the ticket type that is used to log quick time. Only when this field is on the ticket type will the charge type field appear. If you would not like the charge type field to appear, remove this field from the ticket. </span></p><p><br></p><p><span style="font-size: 10pt;"><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNDI4YThjLWM0MGYtNGZkMC1iZDkyLTY2NTQ1ODQ3MGIxZiJ9.U2sZv5e13Pi7Q-iirHspTuQLnaA8ke5Q_L7SSG7suI0" class="fr-fic fr-fil fr-dib" width="1268" style="width: 1270px; height: 418.921px;" height="419"></strong></span></p><p><strong>Fig 30. Charge type field added to ticket type used for quick time.</strong></p><p><strong><br></strong></p><p><strong><span style="font-size: 12pt;">Restrict the available charge types</span></strong></p><p><span style="font-size: 11pt;">When logging quick time, you can control what charge types are available for the agent to choose from when logging quick time. This is determined using field value restrictions against the 'Charge Type (Actions)' field against the ticket type used to log quick time. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To do this first navigate to the configuration for the ticket you are using to log quick time, configuration > tickets > ticket types > select the ticket type > field list > edit the Charge type (Actions) field. Here, in the 'Field Value Restrictions' enter the charge types you would like to be available to choose from when logging quick time. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUyYzZlN2I4LTg2NjItNDhiYS1iZTQyLTdkYzkwNjZjODVkNSJ9.SvpoZRC-OBGHP8FvrZn0BV-JcRNfTyEjJCEZ9Y03So8" class="fr-fic fr-fil fr-dib" width="479" style="width: 481px; height: 446.821px;" height="447"></p><p><strong>Fig 31. Field Value Restrictions for the charge type field.</strong></p><p><br></p><p><span style="font-size: 11pt;">Using the figure 31 example, as 'Remote support' is the only charge type selected, this will be the only charge type available to choose from when logging quick time.</span></p><p><br></p></div></div></div>
