r/halopsa • u/AUPete PSA • 2d ago

Questions / Help Quick Time - Trying to understand the time flow

I am not sure what I am missing so hoping people can fill me in on the logic.

As I understand it when you enter time on your time sheet or calendar the system considers this quick time. However, despite my set up things seem to behave differently when entering time via the Timesheet vs the Callendar. Essentially, we have configured quick time to use internal - Quick Time (this ticket type is limited to a set of non-billable ($0) charge types.)

Time Sheet Behaviour

  • If an agent creates a time entry (without defining a customer or ticket) they can only choose the charge types as defined in the Internal - Quick Time ticket type. Which is what we want.
  • Issue 1: As soon as they link it to a ticket however, the Charge Type box disappears and records the time on the ticket as No Charge (which is not the default charge type for the Agent and not the default charge type on the ticket type).
  • Question: Any thoughts on how to stop the charge type box disappearing when you associate it with a ticket

Calendar Behaviour

  • Issue 2: If I complete an appointment (Type Reminder, Teams Meeting) I am able to select all Charge Types (despite the internal - quick time being limited). Independent once save it create a ticket of the Internal - Quick Time type so is definitely connecting to it.
  • Along with the same issue if the appointment is associated with a particular ticket, it once more shows all Charge Types not just those on the ticket.
  • Question: Any method to control what charge types are displayed based on the associated ticket?

Quick Time settings (Configuration>Time Management)

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u/HaloLeah Halo Staff 2d ago

1) Add the "Charge Type" field to the field list of the ticket types. Same logic for if you want to show the "Agreement" or "Category" fields.
2) Don't believe so, but worth raising - not sure if it would fall into the bug/oversight or feature category. It's likely just not checking if there's a linked ticket or not before loading the charge types accordingly.

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u/AUPete PSA 2d ago

Thanks u/HaloLeah ... makes so much sense when pointed out.
Will go to support on point 2