This enhancement introduces flexible effort tracking mechanisms within the system, allowing users to log effort using following options:
Manual Entry
Users can directly enter values. Useful when, Time is tracked externally and if Bulk updates are required.
Users enter Effort→ saved directly on the Incident Details page
Configure Manual Entry
The Configure Manual Entry option allows administrators to enable manual effort logging for incidents, giving users the ability to enter effort values directly. Once configured, analysts can update tickets by manually providing the actual time spent instead of using automatic tracking methods.
To configure, perform the following steps:
Log in as an Administrator.
Navigate to Admin > Infrastructure > Tenant > Incident Management > Configure Details.
Select Manual Entry in Effort Logging field.
Figure: Logging Effort Manual
Update Ticket using Manual Entry
The Update Ticket using Manual Entry feature allows analysts to manually log the effort spent on an incident by entering effort values directly in the ticket.
To update ticket with the configured effort logging system, perform the following steps:
Log in to the application as an Analyst.
Navigate to ITSM > Incident > Manage Incidents > Incident List.
Incident List page is displayed.Select Incident ID to update the effort.
Click Update on the Incident Details page.
Figure: Update Incident
Enter Actual Values and click Submit.
Figure: Actual EffortsThe efforts get logged.
Figure: Updated Efforts
Stop-watch based tracking
Stop-watch based tracking allows users to automatically record effort by starting and stopping a timer while working on a ticket. The system calculates the total effort time based on the duration between the Start and Stop actions, eliminating the need for manual entry.
Users can click Start to begin tracking time and click Stop to end tracking. The system automatically calculates: Total effort time (based on duration between start and stop).
Click Start → Timer begins
↓
Click Stop → Timer ends
↓
System calculates duration→ Effort logged
In the Tenant configuration for Incident Module, select Manual Entry. To learn more about Tenant configuration in Incident Management refer to Tenant Incident Management.
Configure Stop-watch based tracking
The Configure Stop-watch Based Tracking feature enables administrators to set effort logging to an automatic mode using a stopwatch instead of manual entry. Once enabled, analysts can track time spent on incidents by starting and stopping the timer directly within the ticket. This ensures accurate, real-time effort capture and improves consistency in effort logging.
Log in as an Administrator.
Navigate to Admin > Infrastructure > Tenant > Incident Management > Configure Details.
Select Using Stop Watch in Effort Logging field.
Figure: Using Stop Watch
Update Ticket using Stop Watch
The Update Ticket using Stop Watch feature enables analysts to automatically track and log effort time while working on an incident. Instead of manually entering effort hours, the system provides a start and stop mechanism to accurately capture the time spent on a ticket.
To update ticket with the configured effort logging system, perform the following steps:
Log in to the application as an Analyst.
Navigate to ITSM > Incident > Manage Incidents > Incident List.
Incident List page is displayed.Select Incident ID to update the effort.
Click Start on the Incident Details page to begin the count.
Figure: Start StateThe Stop Watch begins and Stop action button is displayed.
Figure: Stop Watch Running StateClick Stop the time from Start to Stop is recorded as Effort time.