Configuring Time Recording in Tickets

Objectives

After completing this lesson, you will be able to:

  • Configure Time Entries and recording in tickets

Time Recording

Time recording allows service technicians and other users to record and manage time data for different activities performed. Time can be either recorded manually using the Time Entry screen or automatically using the Start Recording and Stop Recording buttons available in the work ticket.

Employees can enter time either as clock time (start and end time) or hours and submit the time sheets for approval. Managers can see a list of all the time entries recorded by their reports and approve or reject them as needed. 

Reports can be generated for time recordings that show time recorded by each technician. It is possible to merge multiple time entries to create a single time item, or to split time entries into multiple time items. 

You can easily create new time entries by copying the existing ones. Time entries can be exported to Microsoft Excel. The approved time sheets can be released to external applications such as ERP or CATS system by managers. 

 

Configuring Time Recording in Tickets 

Time recording must be configured for service technicians to record their time in a ticket. A number of steps are involved. 

  1. Enable in scoping, 
  2. Grant service agents access to time recording in work center, 
  3. Add time recording to Service Cloud product catalog. 

 

1. Enable in Scoping

First, Time Recording must be activated in scoping. To do this, go to the questions section and open General Business Data; Employees and Service Agents; and Employees. Under the Time Recording section, ensure the question"Do you wish to enable Time Recording feature?" is in scope. 

Then, so that the recorded time is approved automatically, which releases it for invoicing, you can also select 'in scope' for the question "Do you want the system to automatically submit a time report for approval?"

Figure 2: Enable in Scoping

2. Grant Access to Service Agents 

The next step is to ensure that service agents have access to the time recording work center. This is done in the Administrator work center under General Settings; Business Roles.  

Figure 3: Grant Access to Service Agents

3. Add Time Recording to Service Cloud Product Catalog

Finally, to ensure that time entries are replicated as a cost object from SAP Service Cloud to the invoicing system, time entry must be added to the SAP Service Cloud product catalog. 

Figure 4: Add Time Recording to Service Cloud Product Catalog

Configuring Time Recording in Tickets in SAP Service Cloud 

Watch the short video below to guide you through how to configure time recording in tickets in SAP Service Cloud. This video will show you how to enable and configure Time Recording for service technicians to record their time in tickets. 

Summary Steps

  1. Enable Time Recording in scoping,  
  2. Enable automatic submission of time reports for approval,
  3. Grant the service technician access to Time Recording.

How to Create a Service Product for Time Recording in SAP Service Cloud

The final step in this lesson is to add a time entry to the product catalog so that time entries are replicated as a cost object to the invoicing system. This step should be completed in the following simulation exercise. 

Click 'start exercise' below to guide you through a practice simulation on how to create a service product for Time Recording in SAP Service Cloud. 

Select 'Open PDF Document' to get a downloadable guide with all the steps for the exercise after you click start.

Lesson Summary 

You have now completed the final lesson in this unit Configuring Time Recording in Tickets.  

That completes this unit where you completed the following lessons: 

Lesson 1: Enabling Tickets in SAP Service Cloud 

Lesson 2: Automatically Assigning Tickets to Responsible Service Teams 

Lesson 3: Configuring Service Level Agreements in SAP Service Cloud 

Lesson 4: Configuring Skills in SAP Service Cloud 

Lesson 5: Configuring Time Recording in Tickets 

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