Question

The Time Tracking app stopped working suddenly and I received this error message:

Did you follow the installation instructions for this app and configure both required ticket fields to appear on every ticket from?

If not please see these instructions and go to your ticket forms management page to finalize the setup.

How can I resolve this?

Answer

Upon app installation, two custom ticket fields are created in your account. These custom fields must be added to all ticket forms for the app to function. This error message appears if you create a new ticket form and do not include the custom ticket fields on the new form. 

Note: The Time Tracking app is available for customers on the Professional plan or higher, but this error message will only show up for Enterprise customers or Professional customers with the Productivity Pack add-on who utilize multiple ticket forms. 

To resolve this issue, go to Admin Center. From Admin Center, click the Objects and rules icon () in the sidebar and navigate to Tickets > Forms. On each of your ticket forms, make sure that the below custom ticket fields are added:

  • Time spent since last update
  • Total time spent

For more information on how to set up the app, see the article: Setting up the Time Tracking app.

Powered by Zendesk