Add a timesheet entry

Timesheet entries track the amount of time you spend working on a ticket. This task explains how to add a timesheet entry for a ticket that is currently open.

Tip: To add a timesheet entry for any ticket, click My Timesheets in the Helpdesk menu. You can also add a timesheet entry when you add a comment.
  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Click View next to the ticket for which you want to add a timesheet entry.
    The Ticket page is displayed.
  3. On the Helpdesk menu, click Ticket Timesheet.
    The Timesheet page appears and displays any existing timesheet entries for the ticket.
  4. Complete the fields in the New timesheet entry section, as follows:
    1. Complete the Operator, Work duration and Work started fields.
      Note: Ensure you enter the time in the Work duration field in minutes. For example, if you completed four hours work on the ticket, enter 240 minutes.
    2. Press Tab.
      Smile calculates the time you began work on the ticket and displays the time in the empty field.
    3. (Optional) Select the Billable checkbox to charge the customer for the timesheet entry, and type any additional information in the Comment field.
  5. Click Add.
    Smile adds the timesheet entry to the ticket timesheet.