Service Desk: Time tracking - Estimated

[Auwlyee_Cabrera]

Hello community,

Please, I ask you help: I'm struggling to try to create a task in the service desk where I can put the estimated time to solve this issue.

Is there any way that I can put in a task of service desk the estimated time?

Thanks,

Auw

[Deleted user · Accepted solution]

Hi @Auwlyee_Cabrera

Can you explain in more detail what you mean? 

Are you using Cloud or Server?

Does the Task have the Time Tracking field on the screen?

Are the users licensed agents to be able to record time against issues on your JSD project?

Is the Task separate from the the issue that the customer or end user has created from the customer portal or the same issue?

Thanks

[Auwlyee_Cabrera]

Hello Danny,

Thank you so much for your response.

Answering your questions:

1) I'm using Jira Cloud.

2) Yes, the task create has the Time tracking fields on the screen but it doesn't appear when you are creating the task, appear after the task is created.

3) Yes, the user agents are able to record their time in this task.

4) The task is separated. The task that I been created is inside the Service Desk Project, not in the portal. This task the customer doesn't see it in the portal.

I try to look up for the project configuration in the time tracking section of permissions but still when I create a new task it doesn't allow me to put the estimated time to complete this task.

Thanks,

Auw

[Deleted user]

Thanks for the explanation @Auwlyee_Cabrera

2) Time Tracking would not appear on the customer portal creation side however it could appear on the normal jira project view side when you select the create button. You may need to check the Time Tracking field has been added to the create screen issue operation for the issue type, in this case the Task type. 

As long as the agent has the Work on Issues, Delete Work Logs, and Edit Work Logs project permissions. Anyone with the Browse Project permission can view time tracking info on an issue. 

Hope this helps