lcottell Posted August 12, 2019 Share Posted August 12, 2019 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 Link to comment Share on other sites More sharing options...
Hannah Stella Posted August 13, 2019 Share Posted August 13, 2019 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. Link to comment Share on other sites More sharing options...
AlexTumber Posted August 19, 2019 Share Posted August 19, 2019 @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 Link to comment Share on other sites More sharing options...
m.vandun Posted August 28, 2019 Share Posted August 28, 2019 We're having issues adding time, via comment. Via the new interface Link to comment Share on other sites More sharing options...
m.vandun Posted August 28, 2019 Share Posted August 28, 2019 @AlexTumber Link to comment Share on other sites More sharing options...
AlexTumber Posted August 28, 2019 Share Posted August 28, 2019 @m.vandun thanks for your post. We are currently working on a fix which will be released shortly. Alex Link to comment Share on other sites More sharing options...
AlexTumber Posted August 28, 2019 Share Posted August 28, 2019 @m.vandun a new update is now available. Alex Link to comment Share on other sites More sharing options...
m.vandun Posted August 28, 2019 Share Posted August 28, 2019 Seems to be working again. Thanks! 1 Link to comment Share on other sites More sharing options...
Malcolm Posted December 10, 2020 Share Posted December 10, 2020 @AlexTumber we're still experiencing the same issues as per the originial post. Can this be investigated further? 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted January 21, 2021 Share Posted January 21, 2021 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 Link to comment Share on other sites More sharing options...
AlexTumber Posted January 21, 2021 Share Posted January 21, 2021 @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 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted January 22, 2021 Share Posted January 22, 2021 Hi Alex, I will collate the examples I have had provided and update here as soon as possible Many thanks Link to comment Share on other sites More sharing options...
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