How can I enter the time spent on a request and the cost of support rep who worked on it?

How can I enter the time spent on a request and the cost of support rep who worked on it?

In Help desk, you can enter the time spent by a support representative on a request and the cost per hour to calculate the wage to be paid to support reps. The instructions listed below would help you with this. 

  1. Open a Request from the Request Home page.
  2. Click Time Entry tab and fill in the fields:
    • Support Rep who worked on this Request. You can also click  and choose from the listed support reps.
    • Choose Request Charge Type from the drop down menu. e.g. Upgrade Request. If required, you can change the values in pick list.
    • Enter the Executed Date and time of the Request i.e. the date and time at which the support rep started to work on the request.
    • Type the Hours and Minutes spent to complete the request.
    • Enter the Support Rep Cost Per Hour.
    • Type any Additional Cost incurred.
    • The total cost incurred is calculated and filled in the Total Cost field.
    • Enter any Description related to the request.
    • Click Save.

If you have created more than one time entry for a particular request, then the Total Time spent and the Cost are added and displayed as Total.

You can also click the down arrow against each time entry to view the Support Rep Cost and Additional Costs if any. 

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