Logging time on a ticket

SummitPSA gives you several ways to record time, and each one feeds the same time entries.

From a ticket reply

While replying, enter time in the duration field. Input is flexible (e.g. 1:30 or 1h30m), and the configured rounding and minimum-billable rules are applied. A duration greater than zero creates a time entry linked to that reply.

Using the timer

A built-in timer can run against a ticket: start, pause, resume, add an activity note, then stop to save. On stop you choose a work type, confirm the duration (you can override it), and set the billing outcome. You can also discard a timer without saving.

From the time and timesheet pages

• Log time (/time/log) — pick a ticket, date, work type, and duration; you need the time_tracking:create permission.
• Timesheet grid (/timesheet) — add entries inline against a day, with the same duration parsing and rounding.

Work types

Each entry has a work type: Remote Support, On-Site Visit, Project Work, Internal / Admin, Training, Travel, or Monitoring / Automation.

Ticket totals

When an entry is linked to a ticket, the ticket's running time spent total is increased; deleting an entry rolls that total back.