Time recording for Customer Service Management › Agent management › Use › Customer Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Record time worked for a case or activity

Customer service agents can record time worked on a case or case task as well as time spent on other activities.

Before you begin

Role required: sn_customerservice_agent

About this task

Agents can record time worked from a case or case task. Time worked can be recorded regardless of the case or task state. Agents can also record time worked from the Time Sheets module by navigating to Time Sheets > Time Recording > My Time Worked.

When an agent creates a time worked record, a time card and time sheet are automatically created for the week based on the work date. The time card is created for the task and the category type. The total hours recorded on each time card are recorded on the current time sheet in the Time Cards related list.

Procedure

To record time worked from a Case form or Case Task form.

Platform interface Navigate to a case or task and select Record Time.

Agent Workspace

Navigate to a case or task, select the more UI actions icon (

Image omitted: agent-workspace-more-ui-actions-icon.jpg
More UI Actions icon.), and select <strong>Record Time</strong>.</td></tr></tbody>

This action opens a Time Worked form with the **Task** and **User** fields already populated.

To record time worked from the Time Sheets module.
1. Navigate to Time Sheets > Time Recording > My Time Worked and select New.
  
  This action opens a Time Worked form with the User field already populated.
2. Select a task number in the Task field.
Select the Work Date.
Select a Category for the time being recorded.
Fill in the Time worked.
Provide any additional information in the Comments field.
Select one of the following actions.

Platform interface	Select Submit.
Agent Workspace	Select Save.

The Time Worked form is saved and added to the following lists:

-   The **Time Worked** related list on the Case or Case Task form.
-   The **Time Cards** related list on the current Time Sheet form.
-   The Time Worked list in the Time Sheets module.
If this entry is the first time worked entry for the selected category, a time card is created for that category. If a time card for the category already exists, the time worked record is added to that card.