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Audience: MSP staff who log time to tickets in ConnectWise PSA, HaloPSA or Autotask. Company users do not see timers. Start a timer when you begin work on a ticket or on one of a project ticket’s checklist items. Nothing is written to your PSA while the timer runs. When you stop it, you review the date, start time, end time and note, and only Log time posts the entry to the ticket.

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Before you start

  • Your MSPortal user must be linked to a technician (agent or resource) in the PSA. Without that link, Log time shows “You are not linked to a PSA user” and nothing is posted; ask an admin to link your user under the PSA connection’s users.
  • Service ticket timers need permission to add ticket notes. Project ticket and checklist timers need permission to add project notes.
  • One timer runs at a time. That includes project timers on MSPortal projects.

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Start a timer

1

Open the ticket

Open the ticket from Tickets, or a project ticket from its project.
2

Start the ticket timer or an item timer

Select Start timer at the top of the ticket. On a project ticket you can instead start the play control beside an open checklist item, so the time is tied to that item.
3

Keep working

The running time shows on the ticket and in the timer pill at the bottom of every page, so you can move around MSPortal. On a phone the pill is a round clock button. After 12 hours the pill turns amber and asks Still working?
If another timer is already running, MSPortal asks you to log or discard it first. Log it from its stop control or the timer pill, or choose Discard it and start to throw that time away and start the new timer.

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Stop and log the time

1

Stop the timer

Select the running timer on the ticket, its checklist item, or Stop timer in the pill. Completing a checklist item whose timer is running also stops it.
2

Review the entry

Check Work date, Start time and End time; the duration updates as you edit. A checklist item’s title starts the note. Add what you did and set Billable. One entry covers one day: if the timer ran past midnight, the end time starts at 23:59 so you can adjust it.
3

Log it

Select Log time. MSPortal posts one time entry to the ticket in your PSA and the timer ends. If the PSA refuses the entry, the error shows in the review and the timer keeps running, so no time is lost.
Keep running closes the review and leaves the timer going. Discard stops the timer without posting anything to the PSA.

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FAQs

No. The play control starts the timer; the checkbox still means done. Checking an item whose timer runs stops that timer and opens the review.
ConnectWise PSA, HaloPSA and Autotask. Syncro tickets do not show a timer.
Yes. The review is editable, and nothing reaches the PSA until you select Log time.