Modify or delete time worked entries for cases or activities
Agents can modify and delete existing time worked entries and create new entries after a time sheet has been approved.
Before you begin
Role required: sn_customerservice_agent
About this task
An agent can modify or delete time worked entries for an approved time sheet. Any
changes to these entries update existing time cards, creates new time cards if
needed, and generates an updated time sheet.
Note:
Do not manually edit time cards.
Edit the original time worked entries, which generate updated time cards and
time sheets.
Procedure
-
To modify or delete a time worked entry:
- Navigate to the desired case or case task, click the Time Worked related list, and click the desired entry.
- Navigate to and click the desired entry.
- To modify the entry, change the desired fields and click Update.
- To delete the entry, click Delete.