How time entries are recorded

Technicians do not write time entries by hand in MTX. Work on Ticket starts a session and its timer; ending the session, by wrapping up or PSR, saves the time to ConnectWise as a time entry, as the technician, with their own ConnectWise API keys.

When a time entry is saved

When a session ends with time, MTX saves a time entry if any of these holds:

• there are notes, internal notes, or notes marked Internal or Resolution;
• at least five minutes were recorded;
• the ticket is being completed;
• a time entry was already saved for the session;
• the time was entered by hand.

Otherwise no time entry is saved: a three-minute session with no notes, ended with a status, records nothing. A technician can also choose to skip time.

Which work type

With Nilear Manages Default Work Types on, MTX picks the work type: the Default Admin Work Type when there are no notes and no email, the Default Communication Work Type when only an email was sent, and the ticket’s own default work type when there are notes. On-site and travel time use the on-site and travel work types. The technician can always choose another. See Set up time entries.

What goes into it

• The session’s notes are the time entry’s notes.
• Notes a technician marks Internal go into one Internal Analysis ticket note instead, and notes marked Resolution into one Resolution ticket note. When every note carries the same mark and nothing else goes on the time entry, the time entry itself carries them, flagged for that kind.
• With Include Tasks in Time Entries on, notes of tasks the technician completed are added. Tasks Nilear AI created are left out while Record AI Tasks as Internal Notes is on.
• With Include Emails in Time Entries on, an email sent in the session is included. Off, the email is saved as a ticket note.

When the technician skips time, notes are saved as ticket notes instead. The placeholder MTX writes when no notes were given is never saved as a note.

One entry or several

Setting	Effect
Reduce Time Entry Creation on	One time entry per ticket, per technician, per day, except when a new session starts after completing the ticket or sending an email.
Reduce Time Entry Creation off	A new time entry for each MTX session. PSR then follows PSR Continues Time Entry.
Record Seconds on Time Entries on	Start and end times to the second.

Notes required

With Require Notes for Billable Time or Require Notes for Time Entries on, a technician cannot wrap up a session that would save such a time entry until it has notes. They can add notes, skip time or, for billable time, choose a non-billable work type or billing option. Internal notes do not count; an email counts only when it is in the time entry. PSR and Auto PSR are never held up.

Unavailable time

With Auto-generate Charge Code Time Entries on in Settings, Lunch/AFK Charge Codes, Nilear also creates charge code time entries when a member is marked Lunch or AFK, for unavailable spells that meet the minimum duration you set.