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:

Don’t manually edit time cards. Edit the original time worked entries, which generate updated time cards and time sheets.

Procedure

1. To modify or delete a time worked entry:
   • Navigate to the desired case or case task, select the Time Worked related list, and select the desired entry.
   • Navigate to Time Sheets > My Time Worked and select the desired entry.
2. To modify the entry, change the desired fields and select Update.
3. To delete the entry, select Delete.