Understanding the Time Spent Field

The "Time spent" field is a powerful feature in Jitbit Helpdesk that helps you track how much time technicians spend working on tickets. This article explains how this feature works and how to use it effectively.

Automatic Time Tracking

Every time a technician opens a ticket in the web application, an automatic timer starts counting the time spent on that ticket. The timer automatically:

  • Starts when you open the ticket
  • Stops when you navigate away from the ticket or close the browser tab

You can also manually stop the timer at any time by clicking the small "stop" icon next to the timer display. This is useful when you want to pause time tracking while keeping the ticket open.

This automatic tracking helps ensure accurate time recording without manual intervention. However, if needed, this automatic timer can be disabled in the admin settings.

Manual Time Entry and History

While automatic tracking is convenient, you can also manually edit the "Time spent" field. To access these features:

  1. Click the three dots ("...") next to the time display
  2. Choose "Edit" to either:
    • Change the time spent
    • View the complete history log of previous time entries by clicking "View history" (button with the "book" icon)

Editing is particularly useful when:

  • The automatic tracker doesn't reflect your actual work time
  • You need to add time spent working outside the ticket interface
  • You want to adjust incorrectly tracked time

Time Spent History Log

A new feature has been added to provide complete transparency in time tracking. The system now maintains a detailed log of all time entries, including:

  • The user who made the time entry
  • Amount of time added
  • Date and timestamp of the entry
  • Ticket status at the time of entry

Important Notes:

  • The history log feature was introduced in November 2024
  • Time entries are only logged for changes made after this date
  • Older tickets will only show time log entries from November 2024 onwards
  • The log can contain negative time entries when users manually decrease the total time spent

This history applies to both automatic and manual time entries, giving you a complete audit trail of time spent on each ticket. Access this log through the three-dot menu next to the time display and clicking "View history" (button with the "book" icon).

Where to Find Time Spent Information

On the Ticket Page

  • The "Time spent" field is displayed prominently
  • You can see the automatic timer in action
  • Manual editing options are available via the three-dot menu
  • Stop/pause button next to the timer for manual control

In the "Summary" Report

  • Time spent data is included in summary reports
  • Helps analyze technician workload and ticket handling efficiency

Administrative Settings

Administrators can manage time tracking through the Admin settings:

  1. Go to Admin → General Settings
  2. Look for "Disable automatic 'time spent' clock on the ticket page"
  3. Toggle this setting to enable/disable automatic time tracking

Best Practices

  • Regularly review time spent logs to ensure accurate tracking
  • Train technicians on proper use of manual time entry when needed
  • Use the time spent data in reports to analyze team efficiency
  • Monitor the time spent history log for accountability