Question
Can I subtract from the overall time spent on a ticket, via the Time Tracking app?
Answer
Yes, this can be done by submitting negative time updates to a ticket via the Time Tracking app. In order to be able to perform this action, the app needs to be configured to allow for both Edit Time Submission and Simplified Time Submission.
Once these two settings are enabled, agents will be able to submit negative time in one minute intervals. The negative time submissions will be visible in the event log of the ticket, as shown below.
For more information on the Time Tracking app, see Using the Time Tracking app.
6 Comments
This new time subtraction feature is huge. Seems like it should be spread out to other threads that have complained about lack of time log editing features. I just happened to find this out of a particular need this week.
Hi Moku,
From your screenshot there you already have one of the settings checked, and just need to check off the Simplified Time Submission setting. I've highlighted the two settings from your screenshot.
My setting menu is showing below.
I do not see the two options I must check.
We're spreading the word, Jimmy. Thanks!
Hi Moku,
The setting menu in the screenshot is in app's settings in the Admin section.
Go to Admin> Apps> Manage and select the Time Tracking app from your app list and click "change settings" to make updates.
Where in more detail could I come to this setting menu?
Please advise, thank you.
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