Editing a Ticket Worklog

Use the Ticket Worklog view to modify or update an existing Worklog.

  1. Expand the Worklog related section from the Ticket details page.
  2. Click Edit next to the record you are required to modify
  3. Modify this information:
    Type
    The kind of work performed on the ticket.
    User
    The user who created the Worklog.
    Start Date
    The date and time at which the agent started working on the ticket.
    End Date
    The date and time the agent completed working on the ticket.
    Elapsed Hours
    The time that passed between the start date and the end date or between the time punched in and the time punched out.
    Rate Type
    The price to be charged to the customer for the work finished by the agent.
    Hourly Rate
    The Worklog rate amount displayed for the selected Rate Type. The number is based on the Rate Type selected.
    Total
    The total charge displayed for the work finished by the agent. This number is based on the calculation of the Elapsed Hours and Rate.
    Comment
    A note related to the worklog.
  4. Click Submit.