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?
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.
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.
I appreciate the write-up - we have staff reporting they still see this error even while on tickets with ticket forms that have the required ticket fields.
Any idea what steps we can take to prevent this error? It prevents the staff member from submitting the ticket, but seems to resolve on its own after they wait a moment and resubmit.
It looks like you have a ticket open with our Customer Care team regarding this issue. They will follow up with you in that ticket to help troubleshoot this issue.
Thanks for taking the time to bring this to our attention!
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