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Ticket Timer Options

To access the ticket timer options follow the steps below:

1. From the left hand panel click Admin > Settings
The System Settings page displays.
3. Click the Tickets tab
Ticket Setting Options Explained

 

When ticket is accessed:

  • Ticket Timer is Automatically Started: If this option is selected the timer starts automatically whenever a ticket is accessed by a technician. All work hours will be assigned to the ticket.
  • Ticket Timer is Stopped (Manual mode): If this option is selected the timer is OFF when a ticket is accessed and the technician must manually press 'play' to START the ticket timer, and remember to stop it again once work hours are completed.
  • Ticket Timer is Hidden: If this option is selected the timer is hidden from the technician and runs in the background - the functionality for work hours is the same as Automatically Started.

Note: Only one option can be selected globally using the appropriate radio button.

When ticket is closed:

  • Ticket Timer is Hidden: If this option is selected the timer will be hidden once the ticket has been assigned a Closed status.
  • Ticket cannot be reopened: If this option is selected once the ticket has been assigned a Closed status it cannot be reopened for further work.

Note: You can select none, one, or both of these options using the checkboxes.

4. After setting ticket options click Save

Manual Ticket Timer

If Manual Mode is selected the ticket timer is set to Stop when a ticket is accessed.

To start tracking time press the green Play button:

To stop tracking press the red Stop button:

Another option is to manually add time entries:

 

1. From the Ticket window click the Add Time Entry button
The Time Entries List window displays.
2. Click in the Start Date and End Date fields to select from the calendar
3. Use the up and down arrows to easily select the exact start and end times
4. Click Add after updating all Time Entry fields

 

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