Capture time while doing the work so billing staff do not have to reconstruct a site visit from a calendar appointment. For a Microsoft 365 issue at Northstar Accounting, start the ticket timer when troubleshooting begins and save a clear work note when you finish.

These instructions cover the current mobile app. You need access to the ticket, permission to log time, an available service, and a connection to the server when starting, pausing, resuming, or saving. A service categorizes the time for billing, so agree with the service manager which service to use before the visit.

Start the ticket timer

Open the ticket and tap Start timer.
If prompted, choose a service in Pick a service.
Look for the timer-started message and the running elapsed time.

Your service choice is remembered for later starts. Review it when saving if you have moved from one kind of work to another.

The ticket stopwatch session is held on the server and survives app restarts. Leaving the ticket, opening another app, or putting the phone away does not stop it. On returning, the app refreshes the running or paused session. The same session appears on the web ticket for your account, so you can continue tracking there.

Pause and resume work

Tap Pause on the ticket when you take a break, then Resume when work continues. Pausing keeps the session open without adding time; resuming continues the same session. When you stop and log it, the session becomes one time entry based on active time, excluding pauses.

Use the timer chip while moving around the app

The compact header chip displays elapsed time across the app's main screens, with controls to pause, resume, or stop. Tap the elapsed-time portion to return to the timed ticket, or the stop icon to open Stop timer. On the ticket itself, Stop timer · … opens the same form; a paused session shows Stop.

You can have one open session at a time, including a paused session. If another ticket or work item already has your timer, the ticket chip says Timer open elsewhere. Tap it to review and stop the current session. When the stop form says A new timer will start on this ticket after saving, saving the old entry starts the new ticket timer. Confirm the ticket shown in each step to avoid recording overlapping work.

Stop and save the time entry

Open Stop timer from the ticket or header chip.
Check the ticket, start time, and elapsed duration.
Review Service, which is filled from the timer session, and Billable, which starts selected. Change either as appropriate for the work.
Enter Notes that explain what you did, for example “Recreated the Outlook profile and verified shared mailbox access with the user.”
If needed, use Adjust end time and set End date and End time. The suggested entry duration excludes pauses; changing the end overrides that duration, so recheck it before saving. The end must follow the start; the app rejects an end more than 15 minutes ahead.
Tap Stop & save.

Wait for Time entry saved and check that the timer has stopped, or moved to the new ticket if you requested a switch. Opening the stop form alone does not stop a running timer. Keep running returns to work without saving an entry; Keep paused leaves a paused session open. Active time rounds to the nearest minute with a minimum of 1 minute, so a session shorter than a minute logs as one minute.

Saving pauses a running session before logging it. If logging fails, such as when the time sheet is submitted or approved, the session stays paused with its time intact. Read the error and confirm the current timer state before retrying; it may also have been logged on another device. Do not add a second manual entry until you have checked whether the first entry exists.

Add time manually

Use manual entry when you forgot to start a timer or need to record work already completed.

Open the ticket and tap Add time, or use Add time entry in Logged Time.
Select Service.
Set Date, Start, and End. Use Min to adjust the duration if that is easier, then recheck the times.
Add Notes (optional) with enough detail for review.
Tap Save time entry and check the confirmation.

The manual ticket form creates billable time and has no Billable switch. Use the web time-entry workflow when you need to enter or correct non-billable manual time. The timer's stop form does provide a billable choice.

Manual entries use one date and require the end time to follow the start. Check the prefilled interval instead of accepting it as a record of the actual visit.

Check time on the ticket and across the period

Expand Logged Time on the ticket to review My entries and the available information about Other team members. Depending on your access, other technicians' work may appear as a count and total rather than named entries.

Open Time Entries from the menu for your current period:

Information	What to check
Current period and total logged	The entry falls in the expected period and adds the expected duration.
Day groups	Each day's entries and total reflect the work actually performed.
Service and work-item type	The entry is categorized against the appropriate service and record.
Billable badge	Review it against your MSP's billing policy.
Draft, Submitted, Approved, or Changes Requested	Saving time and approval are separate steps.

Pull to refresh after saving. If no time period is configured, the screen says it is showing the current month. This mobile screen is a review list; use the web app for period administration, editing, submission, and approval workflows.

At the end of the Northstar Accounting visit, check both the ticket's Logged Time and Time Entries, and confirm no timer is still running. For the broader time-entry process, see 4.2. Log Time Against Tickets, Project Tasks, or Ad-Hoc Work Items.

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22.4. Track Time with the Timer and Time Entries