Multiple users to enter time on a Case

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Posted on by bfschou

Hi,

I know this topic has been covered before in this forum but I have some specific questions I wanted to ask so apologies if I am duplicating anything here.

We have a customer who wants to use the Costumer Service to Manage support cases.

in relation to that:

Is it possible for several users to enter time on a case.
Can time spent on a case billed to a customer.

Any advice will be appreciated,

Thanks

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Customer Service

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Community Member Microsoft Employee on at

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RE: Multiple users to enter time on a Case

Hi Mihir - I don't suppose you have any links to articles/tutorials that can step me through this process. I want to add a timesheet facility in the case entity so that my colleagues can enter the effort they spend on addressing a ticket. From what you've described may work for me and if there's anything you could share to help me get things going, I'd be grateful.

Cheers
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Mihir@CRM 4,036 on at

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RE: Multiple users to enter time on a Case

You can create a new entity called Timesheet and link it to Case.

Than add a subgrid to the Case form.

So users can than add their time to the Case.

Billing time spent on a Case will be another customization. This will require more work as now you may have users with different hourly rates, customer contracts etc.

Another option is to look into the Project Services app.