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Add a Worklog to a Ticket

Worklogs are manual entries in the ticket to record the work progress. Worklogs are used to track the time that is spent on working to resolve or close each ticket. You can add a worklog to a ticket after submitting the ticket or from within the ticket list. You can add worklogs to a locked ticket. You can also share or hide worklogs from a requester and send your worklog as an email. 

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1. Navigate to WORKPACES> SERVICE DESK> Ticket Center, and click the arrow icon in the row listing the ticket.

2. Specify the work log type and work log.

   The various work log types are:- Client Note- Update- Work- First Contact- Resolved

3. To send work log as an email, select Send as an e-mail .

4. You can share or hide your work log from the requestor by selecting the Client Viewable option. 

5. Specify the minimum time spent on the work log using the up and down arrow in the Time Spent(Min) field.
6. Click Submit.

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The minimum and maximum time that you can add for a worklog are:

Minimum Time Time = -999 99999

Maximum Time = +999 99999

You can also adjust the time by passing a negative value through SOAP services. Use the work_time_spent attribute in the updateWorklog action. For more information about working with SOAP, see Execute Workflow Actions Through Web Services.

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