Purpose:
Time is tracked to establish the approximate amount of time technicians spend to complete assigned Tickets and Tasks. This information is useful to establish a baseline understanding of the time it takes to provide various services. It is understood that variations occur and that time spent on tickets and tasks do not make up all of the work hours of any Technician.
Process:
What time should be tracked?
- Ticket: Total time from taking responsibility for a ticket, including evaluation, travel, programming, repair, documentation and closing the ticket.
- Tasks: Total time from taking responsibility for a task, including evaluation, travel, programming, repair, documentation and closing the ticket.
When should time be entered?
- When completing any major milestone
- When changing the status (e.g., to Completed)
- At a minimum, all time spent on a ticket or task should be entered when completing the ticket or task.
Navigation (from both Tickets and Tasks):
- Open ticket or task > Actions > Update > Enter time type and hours; OR
- Open ticket or task > T&E tab > +Add Time > Enter time type and hours
Required Data:
- Time Type: Use the dropdown list to select the appropriate type. Ticket Time is the most common type, but it may be appropriate for you to choose one of the specialty types, such as "Return to Campus Time."
- Hours: Enter the total time in 15 minute increments indicating the percentage of an hour, (e.g., 15 minutes = .25 hour, 30 minutes = .5 hour, 45 minutes = .75 hour, 60 minutes = 1 hour).
- Date: Enter the date that the activity took place. If you are reporting time for more than one date, you may enter hours for each date individually, or enter the total hours on the most recent date and make reference to the dates worked in the description.
- Task/Activity: This displays for Tasks. The dropdown will list all Tasks listed
- Description: Describe work accomplished for the reported time period.
The total time entered will be updated on the Ticket > General page.
Update Reports to capture time by Ticket Types.
See attached file for detailed instructions.