How to Enforce Agents to Log Time for Tickets by Making WorkLog Preferences Mandatory

Agents can log the time spent on each ticket using the Add Worklog option available on the ticket details page. Admins have the authority to mandate the inclusion of worklogs when updating public or private notes. They can also decide if worklog descriptions are required based on configured preferences.

To configure worklog preference, go to Admin > Agent Portal and select the Worklog tab.

Check out this video tutorial for more details.

Mandatory to add time spent while adding replies

When you choose this option, it becomes necessary to include the amount of time spent when adding replies.

Mandatory to add time spent while adding notes

If you choose this option, you’ll need to include the amount of time spent when adding private/public notes.

Mandatory to add description while adding or editing worklog

When you select this option, it becomes necessary to include the description while adding or editing the worklog.

Default worklog type set as billable

Selecting this option designates the default worklog type as billable.

Excluding worklog mandatory field requirement

To exclude the worklog preferences for a specific role, follow these steps:

1. Go to Admin > Roles and Permissions.

2. Click the Edit button of the specific role you want to edit. The role details page opens.
   

   

3. Under the Ticket module, enable the Skip mandatory fields configuration for worklog fields checkbox.