Tracking working time

With Matrix42 Service Desk, you can track the time that you spend working on a ticket (incident, problem, change, or task) for statistical purposes. You can categorize your work on a ticket according to different types of activity. By default, time tracking is started and ended manually by the support employee. As an alternative, you can activate automatic tracking of working time.

1. Go to Matrix42 Enterprise Service Management → Service Desk application.
2. In the navigation area, open the page that contains the necessary activity, for example, Backlog
3. Use Search to find the necessary activity, for example, Incident.
4. In the selection list, click the item. Preview opens.
5. In the action panel, click Track Working Time:
   
6. An input wizard containing the following fields opens:
   • Activity Type: Type of work in the tracking period. Available by default options are:
     • Assignment
     • Investigation
     • Recording
     • Resolution
     • Administration
     • Other
   • Begin: Date and time when you started working on this ticket.
   • End: Date and time when you finished working on this ticket.
   • Duration: Duration of the ticket in hours.
   • Description: Additional description of work.
     
7. Click TRACK WORKING TIME.

Tracked time and categories are displayed in the My Time Reported during last 7 days widget on the My Work Dashboard in the Service Desk. Time tracking entries are also listed and can be modified in the Time Tracking section when editing the activity (incident, task, ticket, problem, service request, or change)