1. Support Management
  2. Working With Cases
  3. Tracking Time on Cases

Tracking Time on Cases

Time Tracking for CRM enables you to keep track of time spent on cases with the option to bill that time to customers.

For example, a support rep receives a call from a customer. The rep can enter a case and begin timing the duration spent with the customer on the phone on the Time subtab. If the rep checks the box in the Billable column, an invoice can be created later for the time spent resolving the case.

To use Time Tracking for CRM, an Administrator can go to Setup > Company > Enable Features. On the Employees subtab, check the Time Tracking for CRM box.

Important:

Time Tracking for CRM requires time tracking in NetSuite. See Managing Time Tracking.

Note:

If you use the Projects feature and you want to track customer time, disable the Show Projects Only for Time and Expense Entry preference. Go to Setup > Accounting > Accounting Preferences and then click the Time & Expenses subtab. When this preference is enabled, time can be tracked only for cases associated with a project record.

To track time for cases:

  1. Go to Cases > Customer Service > Cases.

  2. Click View next to the case you want to track time for.

  3. On the case record, click the Time Tracking subtab.

    Note:

    Cases, tasks, or event records with more than 9500 time entries on the Time Tracking subtab, display a static list of time entries. You cannot edit entries directly from the list.

  4. Click New Time.

  5. Your name appears in the Employee field. Depending on your role access, you can select another employee if you are entering time for someone else.

  6. Enter information for this time transaction.

    For more information about entering time for Time Tracking, see Entering a Time Transaction.

    For more information about entering time for Timesheets, see Timesheets.

  7. Repeat the steps above to track time for additional employees or items for this case.

  8. When you have finished, click Save.

If you track time for cases and want to bill your customers, see Billing Time to Customers.

All employee names appear on the Time subtab by default.

Those with the Administrator role can control which names show for certain roles in this list. Go to Setup > Users/Roles > User Management > Manage Roles.

Related Topics

General Notices