Add Ticket Time

Overview

Time should be recorded on a ticket the same day the work is done. This helps to ensure that time worked is not forgotten. There is no restriction on how many time entries per person, date, and type can be entered. It is perfectly ok to enter multiple time entries on a ticket for the same day. However, as a general recommend practice it is suggested that on a per person basis only one entry is added per day per type of work. Each department may have their own standard operating procedures (SOPs) for recording time. So make sure you are aware your department's practices.

For example: If M. Martian works on a ticket for 30 minutes doing some internal non-billable administrative work, and then does 4 hours of billable work then they would add two (2) separate time entries, the first to record .5 hours of non-billable labor, and the second to record 4 hours of billable labor.

What materials do I need?

• Internet access
• Web browser
• TDWorkManagement license
• Access to applicable ESM ticketing application

How do I use this technology?

Record Time on a Ticket or Task

1. Open the ticket to record labor time on.
2. Click the T&E tab.
3. Click the + Add Time button.
   1. In the Time Type drop-down menu, select the appropriate type of effort.
   2. In the Hours field, enter the exact duration of actual time worked in decimal format (e.g. 1 hour 15 minutes of work would be recorded as 1.25 hours, 20 minutes worth of work would be recorded as 0.33 hours, etc.)
   3. In the Time Date field, enter the actual date the work took place/started on. For work that starts on one day and completes the next day as continuous work (i.e. work begins Friday night at 11:00 p.m. and finishes Saturday morning at 2:00 a.m.), record the start date the Time Date field would record the date of Friday when the work began.
   4. If there are Tasks assigned to the ticket, use the Task/Activity drop-down menu to select the appropriate task to associated with the recorded time.
   5. In the Description field enter a succinct description regarding the work time being recorded. Note: detailed information regarding the work performed should be recorded as a comment on either the Ticket, or Task, as appropriate. Only record a very brief description of the work here (e.g. Installed Office 2019, Data recovery from corrupted hard drive, etc.) overall context is provided by other areas of the ticket.
   6. Click Save.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.