Time entry does not log

[lcottell]

Hi guys,

I've had several of our engineers report an issue logging time on requests.

Frequently, an action (be it a regular update, email or resolution action) with engineering time (usually 15 minutes) is logged but does not register. A timesheet category is definitely selected beforehand and yet, the "Total Time" counter does not increase and nothing is added to that engineer's timesheet. Furthermore, no error message is displayed.

For many people, on most occasions, this is resolved by simply refreshing the webpage and attempting to add their time again. However, often this does not make any difference and a manual entry (in Timesheet Manager) is required.

If you could please advise in this regard as it is quite a pain to add time to requests when this is happening.

Of course, please let me know if you require anything further in order to look into this problem.

Thanks,

Laurence

[Hannah Stella]

We're seeing the same thing but with one exception. The timesheet category is NOT selected prior to completing the activity. After selecting it does not default, even when we select to default on future activities. 

[AlexTumber]

@lcottell @Hannah Stella thanks for your posts.

We have a big update coming to Timesheet Manager very shortly which will change the way in which time is recorded. 

Can I ask, are you seeing any errors in the server service log (in the Admin Tool) relating to adding these new timesheet values?

Alex

[m.vandun]

We're having issues adding time, via comment.

Via the new interface

[m.vandun]

@AlexTumber

[AlexTumber]

@m.vandun thanks for your post. We are currently working on a fix which will be released shortly.

Alex

[AlexTumber]

@m.vandun a new update is now available.

Alex

[m.vandun]

Seems to be working again. Thanks!

[Malcolm]

@AlexTumber we're still experiencing the same issues as per the originial post.

Can this be investigated further?

[Adrian Simpkins]

Hi All, just jumping on this thread as I have had the same issue being reported to me from a number of our Users over the last couple of weeks. The main issue is Users are setting the timer clock going or entering a value, but this then does not translate or register against the total time field on a request. I will have to work through the examples provided by my Users, so will repost here when I have some specific examples

As a workaround I have provided guidance on how to manually enter a Total Time using the Timesheet function on the side bar which is allowing Users to still register their time spent.

Many thanks

Adrian

[AlexTumber]

@Adrian Simpkins thanks for your post. 

I would be most interested to see the specific examples so that we can work through and fix the issue(s).

Alex

[Adrian Simpkins]

Hi Alex,

I will collate the examples I have had provided and update here as soon as possible

Many thanks