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Actual Duration Worked on Task


I am looking to add a field to the closing screen of a service desk issue, where the customer support provider can input the approximate amount of time he worked to resolve the issue. 

I do not want to use an automatic tracker (such as the "time tracking" field) because the fact that an issue was in a certain state does not mean the service provider was working on it the entire time. 

I am not aware of a duration input field (system or custom). 

What is the best practice for doing this?

Thank you!

1 answer

1 accepted

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Answer accepted
Darryl Lee Community Leader Apr 28, 2021


Time Tracking isn't automatic (unless you add Automation to it).

If you add the Log Work field to your closing screen, it will provide your customer support provider with an opportunity to do exactly what you're asking - put how much time they worked. It looks like this:

Screen Shot 2021-04-28 at 5.15.51 PM.png

Screen Shot 2021-04-28 at 5.15.51 PM.png

Thank you! 

Yes, this is exactly what I was looking for. Thanks!

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