Entering Time That Does Not Belong on a Customer Ticket
Technicians and temporary employees should enter all the time they work, not just customer ticket time, in Autotask. You should use the current instance of the ticket template called Non-Ticket Time. The template number is: T20230704.0002.000.
Here are examples of some items that would fall under this ticket:
- research
- answering questions from office admin
- helping other techs
- answering the phone
- creating or editing a ticket
- writing a KB article
- updating documentation
Your total time entries for the week should end up close to the total number of hours you work per week. Please feel free to reach out to Roberta and/or Office Admin for assignments, as there is plenty to do in terms of improving documentation, researching products, and other work that would fall under the technician category.
You may want to use the timer in the time entry window in the "Non-Ticket Time" ticket:
It is not appropriate to add something to a time entry that is not work for the company.
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