When you start working on a case, a timer is started and displayed in the bottom left corner. You can Pause and Restart the timer to help accurately record the actual time spent working on the case.
When you finish working on a case or any any point whilst working on the case you can add billing time to record what was done and the time taken.
The following confirmation screen is displayed for you to enter the details of the work carried out and the time taken. You can either manually enter the description or if it's a standard item of work, you can select it from the drop down list. See the section below on setting up the standard items
See Case Timer for more details on the case timer functionality
Setting up Standard History / Billing items
The list of standard items in the drop down are defined in the System Parameters. (Tools -> System Parameters).
Parameters with a code of 600 list the items to make available in the "Add History/Minutes " sub-menu on the Case Details form.
Code = 600
ID = Short Name to identify the reason ( This is what will appear in the drop down menu)
Sub ID = The list of case types that this standard entry will be available to . Eg. ACDE will make it available to Case Type A, Case Type C, Case Type D and Case Type E. You can enter * to make it available for all case types
Text Value = This is what will be added to the Case History form - See Below
Integer Value = The number of MINUTES associated with this entry.
A -1 in the minutes means the full entry screen will be displayed allowing for the minutes to be entered when the user clicks the relevant entry on the "Add History/Minutes" button on the Case Details form. The number of minutes should be a maximum of 999 minutes
An example of the history entries created on a case :