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Hello,

 

My team is currently trying to track all tickets as efficiently as possible.

We are looking to time track as many tickets as possible in order to have accurate data and to decide if more/less resources are required to handle the amount of work we receive.

We have began utilizing the Activity Time section within SR Records (Click on ticket > Select History or Messages > Scroll Down). While this is a good way to manually add time, it does beg the question… is it possible to make this a required field within our system? If so, can anyone please provide any guidance.

I appreciate any and all of your time!

 

Jon

Hi there,

SysAid Copilot is here with our AI Magic!

Here is the response we thought might assist you:

Hello,

To make the Activity Time section a required field within your SysAid system, you can follow these steps:

1. **Log into SysAid**: Access your SysAid admin account.

2. **Navigate to Settings**: Go to 'Settings' in the top menu.

3. **Customize Fields**: Select 'Customize' and then 'Fields Customization'.

4. **Service Records**: Choose 'Service Records' from the list of entities.

5. **Edit Activity Field**: Locate the 'Activity Time' field in the list of available fields. Click on it to edit its properties.

6. **Set as Required**: In the field properties, look for an option to set the field as required. Enable this option.

7. **Save Changes**: Save your changes to apply the new settings.

8. **Test Configuration**: Create a new service record to ensure that the Activity Time field is now required and cannot be left blank.

By following these steps, you can ensure that the Activity Time field is mandatory for all service records, helping you to track time more efficiently and gather accurate data for resource management.

If you encounter any issues or need further assistance, please let us know.

Best regards,
SysAid Technologies

Hi @jherron,

Access your SysAid admin account.

You can mark the field as required for every change made on the ticket, to do this you can go to Settings > Service Desk Templates > Incident/Request/Change/Problem depending what SR type the ticket is (Please be aware that for the Request/Change/Problem templates you will have to access the Sub-types section) > Look for the template/sub-type you want to edit > Open it > Design Form/Edit Sub Type View > Design Form > Look for the field “Activities” and check the option “Required for statuses” (here you can select for which statuses the activity is mandatory > Save.
Create a new service record to ensure that the Activity Time field is now required and cannot be left blank for the statuses that were marked.


If you need more help, have further questions, or just want to chat about this topic, please don't hesitate to reach out. 

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