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.
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View the helpdesk inbox.
The Help Desk page appears and displays any tickets
assigned to you and your assignment group.
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Click View next to the ticket for which you want to add
a timesheet entry.
The Ticket page is displayed.
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On the Helpdesk menu, click Ticket
Timesheet.
The Timesheet page appears and displays any
existing timesheet entries for the ticket.
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Complete the fields in the New timesheet entry section, as
follows:
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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.
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Press Tab.
Smile calculates the time you began work on the ticket and displays the time in the empty field.
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(Optional) Select the Billable checkbox to
charge the customer for the timesheet entry, and type any additional
information in the Comment field.
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Click Add.
Smile adds the timesheet entry to the ticket timesheet.