How to fix a timer that went idle, stopped or was forgotten
Find out why a timer went idle or stopped. Throw away a timer you forgot, log missing time and place unattributed minutes.
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How to do it
Read your bell notice.
You get a bell notice when a timer goes idle or stops on its own. Idle means 30 minutes passed with no mouse move, key press, scroll, click or touch in the portal tab. An admin can change the 30 minutes. Look for Idle Threshold. Go to Settings, Service Levels, then Time Tracking. While you view a ticket page, the check skips your timer.
Know when a timer stops by itself.
An Idle or Break stretch that runs past 120 minutes is closed for you. That is the default. Any timer that runs past 8 hours is also stopped. That is the default too. Time past the 8 hour limit is held from billing. It waits until you confirm or correct it. The bell notice is the only notice. Elise does not message you.
Throw away a timer you forgot.
Open the AI assistant widget. The running timer shows two buttons, Discard and Stop. Press Discard. The portal asks Discard this timer? and shows the time it will throw away, such as Throw away 54 h 12 min? No time is logged. Press Discard to confirm. The minutes are gone for good. You can discard your own timer. The audit log records each discard with the minutes thrown away.
Log the time you did work.
Open Time, then My Time, and press Log time. Type a ticket number or part of its subject, then pick the ticket. Closed tickets show up too. Choose the Day, enter the Hours and Minutes, and add a note if you like. Press Log time in the window. Your day updates right away.
Place the minutes left over.
If you did not place all your time, the Unattributed Time window asks. It shows the next time you open the portal. It fills in suggestions. The rows always add up to the total in the header, and any minutes left over sit in a leftover row. Check the rows you want and press Confirm Attribution. Part of the time can go now and the rest stays pending. Press Later, press Escape or click outside to come back to it. It returns in a new browser tab and whenever you open a Time page. Discard All deletes the minutes for good and asks you to confirm first.
What you will have
- Find out why a timer went idle or stopped on its own.
- Throw away a timer you forgot to stop.
- Log time on a ticket from My Time.
- Place the minutes it asks about each morning.
Why it works this way: How to fix a timer that went idle, stopped or was forgotten
The portal checks timers every 5 minutes. A timer goes idle after 30 minutes with no mouse or key use in the portal tab.
Stop turns a timer into a time entry. Discard ends it and logs nothing, so use Stop if any of that time was real work.
If it did not work: How to fix a timer that went idle, stopped or was forgotten
- Log time stays off: the window says you can see time but not log it. Ask an admin for edit access.
- You cannot start new work until time is placed: your company may use Finalize Day Mode on hard block. You can still move around the portal. Place the time to go on.
- You pressed Discard on a timer with real work in it: the minutes are gone. Log them by hand from My Time.
Questions this page answers
Why did my timer go idle?
It goes idle after 30 minutes with no mouse or keyboard use in the portal tab. You get a bell notice. An admin can change the 30 minutes in Time Tracking settings.
How do I throw away a timer I forgot to stop?
Open the AI assistant widget, press Discard on the running timer and confirm. No time is logged. Use Stop if any of it was real work.
How do I log time on a ticket from My Time?
Open Time, then My Time, and press Log time. Pick the ticket, the day and the hours and minutes, then press Log time.
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