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Log Time to IR, SR, and CR through SM Portal

We are in the prep stages to begin development on replacing our ITSM system (Cherwell) with SCSM and Cireson. One of the KPI we must track is the time worked on any given incident, service request, or change request. Currently it seems this is only doable through the actual SM console. We will not be rolling out the console to all users and need this functionality in the web portal.
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  • James_AtanceJames_Atance Cireson Support Advanced IT Monkey ✭✭✭
    Hi Ryan,

    You can log time worked on these work items as below.within the Portal by looking under the relevant tabs, see below:

    IR - Resolution Tab, then look under the Time Worked heading
    SR - Results Tab, then look under the Time Worked heading
    CR - Results Tab, then look under the Time Worked heading

    James
  • Ryan_SmithRyan_Smith Customer Adept IT Monkey ✭✭
    Thanks, James! I found the Time Worked. I guess I was thinking that it would've been it's own tab.
  • Ryan_SmithRyan_Smith Customer Adept IT Monkey ✭✭
    @James_Atance - am I correct in that time is only logged to the parent item? In this test case we have a CR with several activities. Each activity is assigned to a different person. All time for the CR would be aggregated but how do we line item out the time per activity?
  • James_AtanceJames_Atance Cireson Support Advanced IT Monkey ✭✭✭
    Hey Ryan,

    Correct time is logged on the CR and not the Activities. MA's for example have an Actual Start Date and Actual End Date to log time in but this does not reflect on the CR
  • Ryan_SmithRyan_Smith Customer Adept IT Monkey ✭✭
    Is that something that can be customized @James_Atance
  • James_AtanceJames_Atance Cireson Support Advanced IT Monkey ✭✭✭
    Not that I am aware of?
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