Request Time Tracking

 
Author
Message
SysAider
1
 
Hello,
I'm new to SysAid and I'm hoping someone can help point me in the right direction. We're using it primarily for Incidents and Requests (Help Desk). With Incidents I was able to add the Activities field for our staff to track what they've done on an incident and the duration they worked on it. We haven't been able to find similar functionality for requests.

In particular, I need to find a way to show a field on all requests (basic or advanced) to have them track their times. We bill back to our supported sites and need to document how long we spend on each ticket. Thanks

~Jacob
SysAider
1
 
In requests, Look for the "Close" tab. This is where Admin Activities is in my environment
SysAid Wiz
1212
 
Jacob.Revo wrote:Hello,
I'm new to SysAid and I'm hoping someone can help point me in the right direction. We're using it primarily for Incidents and Requests (Help Desk). With Incidents I was able to add the Activities field for our staff to track what they've done on an incident and the duration they worked on it. We haven't been able to find similar functionality for requests.

In particular, I need to find a way to show a field on all requests (basic or advanced) to have them track their times. We bill back to our supported sites and need to document how long we spend on each ticket. Thanks

~Jacob


Good morning jakob.revo,

the Activities field is available for request and incident templates. The good thing about it for admins to fill in and in the self-service portal for tracking by contact persons.

As an alternative, you can also use the report function and have an automatically generated report sent automatically.

It means some configuration work for which I would recommend that you contact your account manager.

For any further questions I will keep track of this post

best regards
Karlson
SysAider
8
 
We post activities on our requests. We just had to make sure the field was there.

Go into preferences, Service Desk Templates, Sub Types, and edit your request template sub type to make sure the field is there. Hit "Design Form" in the top right if you need to add it and then position it where you want.