Service Manager - Timekeeping Tutorial

Overview#

The Service Manager helps businesses manage and streamline their service operations. It typically lets organisations handle customer requests, track service delivery, manage incidents or issues, assign tasks and monitor performance. In BOS Enterprise, the Service Manager can also be used in sales to record and follow up on prospective customers.

Timekeeping can be tracked for Service Manager Tickets. This tracking lets organisations monitor how much time their staff spend solving service-related queries or following up on prospective customers. The displayed times depict the time zone that the server is in. If users access the server from a different time zone, the time may not match their local time.

💡These tutorials explain how to use Timekeeping from the Service Manager.

How to Record Timekeeping for a General Service Manager Ticket#

1. Navigate to a list of Service Manager tickets.
2. Right-click a ticket that is unrelated to a project and select Edit or double-click to open.
3. Click Start (button) on the top row.
4. Confirm that you want to start Timekeeping.
5. Click Actions (button) and select a Response from the dropdown list.
6. If this is your last task for the ticket, check the checkbox (on the response popup, at the bottom) next to Stop Timekeeping.
7. Click Save (button).
   • Note: If you click Save (button) and you have not checked Stop Timekeeping, you are prompted: Stop Timekeeping? Click Yes (button) if you are finished. Click Cancel (button) to continue working on the ticket.

How to Record Timekeeping for a Project-Related Service Manager Ticket#

1. Navigate to a list of Service Manager tickets.
2. Right-click a ticket that is for a project and select Edit or double-click to open.
3. Click Project (tab).
4. Click View (button).
5. Click the task you want to start.
6. Click Start (button) on the top row.
7. Confirm that you want to start Timekeeping.
8. Click Save (button).
9. Close the ticket and return to the list view (optional). The column TK Hr/s is highlighted to indicate a ticket is open. If the column does not appear, add it using the Field Chooser (*).
10. Double-click the ticket to open it.
11. Click Stop (button) on the top row to stop the timekeeping.

How to Stop Timekeeping for a Service Manager Ticket#

1. Navigate to a list of Service Manager tickets.
2. Right-click the applicable ticket and select Edit.
3. Click Stop (button).
4. Confirm that you want to Stop Timekeeping by clicking Yes (button).

How to Show Timekeeping Hours on a list of Service Manager Tickets#

1. Navigate to a list of Service Manager tickets.
2. Click Menu (button) > Show Timekeeping Hr/s to toggle showing the hours. (If checked, the hours appear.)
3. Click View (button).
   • Note: The timekeeping hours appear in the TK Hr/s column. If the column is hidden, add it using the Field Chooser (*). Timekeeping only appears if the Reminder and Due Date fields on the ticket are filled in.

How to Open Timekeeping from a Service Manager Ticket#

1. Navigate to a list of Service Manager tickets.
2. Right-click the applicable ticket and select Open Timekeeping.
3. You are transferred to the Timekeeping Module, and the view is filtered to only show timekeeping entries for the ticket you clicked.