Although it is important for organizations to know exactly how much time is spent working on requests for internal reasons, it is crucial for organizations using Time Based Subscription contracts and Support Hours contracts. These Contract types rely on the amount of time worked on requests to be subtracted from the number of hours a Customer has purchased as part of their service contract.
To give organizations greater control and more accurate data regarding time used to work on a request, the system records the time in two areas:
When
a Note is added, the User has the option to complete the Note Time
field, for the time they spent working on the request away from the
application
When
a request is opened in Edit mode, the system clock monitors the point
at which it was placed in Edit mode until it is Saved and moved out
of Edit mode. (This functionality is applied if the Admin>Setup>Privileges>User>Manual
Incident option is set to No.)
These two amounts are added and recorded within the Time Recorded field in the Service Terms sidebar.
The Time Recorded is then deducted from the number of support hours purchased by a Customer. The remaining contract time can be viewed via the Item > Costs tab, the Customer > Contracts tab, or the Organizational Unit > Contracts tab, where relevant.