Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Manage Staff Time Sheets

 

Service Desk allows staff members to maintain time sheets so that administrators may evaluate their performance and track their working hours.

• Staff can create time sheets for different time periods and can import tasks from tickets they have worked on.

• Completed time sheets can be submitted to administrators for approval.

• In turn, administrators can approve, reject or edit the time sheet. Rejected time sheets can be updated by staff and re-submitted for approval.

To open the time sheets interface, click 'My Time Sheets' on the left in the Staff Panel.

The links under 'My Time Sheet' allow you to filter which time sheets are shown:

• Not Submitted – Displays time sheets that are yet to be submitted for administrator approval. These sheets can be updated/edited at anytime and submitted.

• Rejected - Displays time sheets that were submitted but rejected by the administrator. Clicking on a time sheet allows you to view administrator notes, edit the sheet and re-submit for approval.

• Awaiting Approval – Displays time sheets that were submitted but have yet to receive a response from an administrator. You can only view the sheet but not edit the details

• Approved – Displays time sheets that have been approved by an administrator. Clicking on a time sheet allows you to view notes from the administrator and the details in the sheet. You cannot edit or delete the sheets.

• New Time Sheet – Allows you to create a new sheet. See Add a New Time Sheet for details.

Column Headers

The column headers are the same for all views:

• Period – Displays the date range of the time period covered by the time sheet. Clicking a date range opens the sheet and allows you to view the entries and update/edit the tasks/time spent. See Update a Time Sheet for more details.

• Hours - Total hours spent by you on tickets and other tasks within the time-sheet period.

• Status – Indicates the status of the sheet, whether it is yet to be submitted for approval, awaiting for approval, rejected or approved.

Sorting Options

• Clicking a column header sorts items in ascending/descending order
  

Search Options:

You can search for time sheets that fall within a specified date range under the chosen category.

• To search for time sheets enter the 'From' date and 'To' date using the calendar icons beside the respective fields and click 'Search',

• To clear the results and display all items, clear the 'From' and 'To' fields and click the 'Search' button again or simply click the respective category link.
  

The 'Show records' drop-down on the right allows you to select the number of entries to be displayed per page. The options range from 10 records per page up to 100. You can navigate to different pages by clicking 'Next' and 'Prev'.

The following sections explain more about:

• Add a Time Sheet

• Update a Time Sheet

• Submit a Time Sheet for approval

• Delete a Time Sheet

Add a Time Sheet

A staff member can add new time sheet by specifying the time period to be covered. Once created, staff can add  tasks they have attended to and the time spent on them. The sheet can then be submitted to an administrator for approval.

Add a new time sheet

• Click 'New Time Sheet' link from the 'My Time Sheets' section

• Select the period from the 'Period' drop-down. The available options are:

• Weekly - Allows you to select current week or any previous/forth coming week starting from Sunday to Saturday, by clicking the calendar icon beside it.

• First Half of Month - Allows you to include the first fortnight of the current month or any month.

• Second Half of Month - Allows you to include the second fortnight of the current month or any month.

• Monthly - Allows you to include a full month from 1^st to 30^th/31^st of the current month or any month. 

• Click 'Done' after selecting your preferred period. 

• Select the time sheet template, if required, from the 'Template' drop-down. The templates that are available here are configured in the Admin panel under 'Staff' > 'Timesheet Templates'
  

• Click 'Continue' after selecting the template (if required) and date range to be covered by the sheet.

A new sheet will be added for the date range with a status of 'Not Submitted'. You can update activities on the sheet and click 'Save'. See Update Time Sheet for more details.

Update a Time Sheet

Staff can add tasks and time spent to a time-sheet in two ways:

• Import details from tickets they have worked on

• Manually add tasks and time spent

Update a time sheet

• Open the 'Time Sheets' interface by clicking 'My Time Sheets' from the Staff Panel

• Click the time sheet category to be updated

Note: Only the time sheets under the 'Not Submitted' and 'Rejected' categories can be edited.

The edit time-sheet screen will open. This displays each activity on a separate row along with the total time spent on an activity and the time spent per day on an activity. The screen displays the first week within the period by default. To view details about other weeks, use the 'Previous Week' and 'Next Week' buttons at the top.

• To import the tickets you worked on and time spent, within the time period, click he 'Update Ticket's Data' button.

• Click 'Yes, Do it!' in the confirmation dialog

The sheet will be automatically updated with all tickets and time spent covered by the time sheet period. You can repeat this process during the time period to update the sheet with the latest details.

• Click 'Save' for your changes to take effect

• To manually add an activity, click 'Add New Line'

The 'Time Sheet Entry' dialog will appear.

• Enter the name of the Activity in the Activity field

• Enter the time spent on the activity on a day, by clicking inside the field below the day and selecting the hours, minutes and seconds from respective sliders.

• Click 'Done' 

• Repeat adding the time for each day you worked on the same activity

 

• Click 'OK' in the 'Time Sheet Entry' dialog. 

The activity will be added to the list.

• Click 'Save' for your changes to take effect

You can update the activity at any time by clicking on it.

• To remove an activity, click the trash can icon beside it.

• To submit the sheet for administrator approval, click the 'Submit' button from the top

Submit a Time Sheet for Approval

Staff members can forward completed time sheets for approval by the administrator. Once submitted, the time sheet will move to the 'Awaiting Approval' category. The administrator can accept or reject the time sheet and can leave comments. You can view approved or rejected time sheets by looking under the respective category. Rejected time sheets can be updated and re-submitted for approval.

Note: Only 'Not Submitted' and 'Rejected' time sheets can be submitted for approval.

Submit time sheet(s)

• Click 'Not Submitted' on the left under 'My Time Sheets' in the staff panel

• Select the time sheet(s) to be submitted and click 'Submit'

A confirmation dialog will appear.

• Click 'Yes, Do It!' in the confirmation dialog.

• Alternatively, to submit a single sheet, open the sheet by clicking on it and click 'Submit' from the top.
  

Delete a Time Sheet

Time sheets that are no longer needed, can be removed from the list by the staff member.

Note: Only the time sheets under Not Submitted and Rejected categories can be removed.

Remove time sheet(s)

• Click 'Not Submitted' or 'Rejected' on the left under 'My Time Sheets' in the staff panel

• Select the time sheet(s) to be removed and click 'Delete'

A confirmation dialog will appear.

• Click 'Yes, Do It!' in the confirmation dialog.