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Time Entries Triage

The "Time Entries Triage" action automatically reviews and corrects specified fields on PSA time entries based on their content and your custom instructions. This helps ensure accuracy and consistency in time tracking, billing, and reporting.

Why is it useful?

Manually reviewing and correcting time entries can be time-consuming and prone to errors. This action automates the process, saving time for technicians and managers, improving data quality for billing and analysis, and ensuring that time entries adhere to company standards.

What It Does​

  • Analyzes the content of each PSA time entry.
  • For each field specified in the fields_to_triage configuration, it determines the correct value based on the time entry's content, associated ticket metadata, and any custom instructions provided.
  • Supports triaging various time entry fields such as Work Type, Agreement/Contract, Location, Department, and customer-facing notes (Autotask only).
  • Generates a list of recommended field updates. These updates can then be applied using the "Update Time Entry Fields" action.

How It Works​

  1. Input Data: The action takes a list of PSA time entries (default_data) and a list of fields_to_triage settings.
  2. Data Loading: For each time entry, it loads the associated PSA ticket to provide context.
  3. Field-by-Field Triage:
    • The action iterates through each TimeEntryTriageSettings object provided in the fields_to_triage list.
    • Based on the field_name (e.g., CW_AGREEMENT, AT_WORK_TYPE), it calls a specialized internal triage method.
    • Option Generation: For fields with predefined options (like Work Type, Agreement), it fetches the available options from your PSA (e.g., all active work types, agreements for the ticket's company).
    • AI Analysis: It uses an AI model, providing it with:
      • The time entry's content (including internal notes).
      • Metadata of the time entry and its associated ticket.
      • The list of available options for the field (if applicable).
      • Custom instructions provided in the TimeEntryTriageSettings.
      • A system prompt tailored to the specific field being triaged.
    • The AI then suggests the most appropriate value for the field and provides a justification.
    • For the AT_TIME_ENTRY_CUSTOMER_FACING_NOTES field, the AI reviews and refines the existing notes for clarity and professionalism or generates new notes if they are empty, based on internal notes and custom instructions.
  4. Output Generation:
    • The action compiles a list of all suggested field updates (default_fields_to_update).
    • It also generates messages for the Neo Dashboard (default_messages_for_dashboard) and internal MSP use (default_messages_for_msp) detailing the triage results for each time entry.

Configuration Fields​

When you add the "Time Entries Triage" action to a workflow, you'll configure the following:

fields_to_triage​

This is a list where each item defines a specific time entry field you want Neo to triage. For each field, you configure:

  • field_name: The specific time entry field to triage. Examples include:
    • ConnectWise: Agreement, Work Type, Location, Department.
    • Autotask: Work Type (Billing Code), Contract, Customer Facing Notes.
  • allow_removing_field: If set to True, Neo is allowed to suggest removing the value of this field (setting it to empty). (default: False)
  • use_custom_instructions: If set to True, Neo will use the custom instructions you provide for this specific field. (default: False)
  • custom_instructions: (Optional) Your specific instructions to guide Neo in triaging this particular field. This is only used if use_custom_instructions is True.

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

default_messages_for_dashboard​

A list of messages summarizing the triage results for each time entry, suitable for display in the Neo Dashboard Event History.

default_messages_for_msp​

A list of WorkflowMessages objects containing detailed triage results for each time entry, intended for internal MSP use (e.g., to be added as an internal note to the related ticket).

default_fields_to_update​

A list of FieldUpdateAudit objects, where each object represents a suggested change to a time entry field. This output is typically used as input for the "Update Time Entry Fields" action to apply the changes in your PSA.

Use Cases​

Standardize Time Entry Details​

Ensure all time entries for a specific client or project use the correct Agreement/Contract and Work Type.

  • Workflow Trigger: Time Entry Created or Updated.
  • Actions:
    1. Find Entities (to get the relevant time entries, if not directly triggered).
    2. Time Entries Triage (configure fields_to_triage for CW_AGREEMENT/AT_CONTRACT and CW_WORK_TYPE/AT_WORK_TYPE with appropriate custom instructions).
    3. Update Time Entry Fields (to apply the suggested changes).

Improve Customer-Facing Notes (Autotask)​

Automatically review and refine customer-facing notes on time entries to ensure they are professional and clear before billing.

  • Workflow Trigger: Time Entry Created or Updated (where Billable is True).
  • Actions:
    1. Time Entries Triage (configure fields_to_triage for AT_TIME_ENTRY_CUSTOMER_FACING_NOTES).
    2. Update Time Entry Fields.

Ensure Correct Billing Location/Department (ConnectWise)​

Automatically set the correct Location and Department on time entries based on the work performed or associated ticket details.

  • Workflow Trigger: Time Entry Created or Updated.
  • Actions:
    1. Time Entries Triage (configure for CW_LOCATION and CW_DEPARTMENT).
    2. Update Time Entry Fields.

Best Practices​

  • Be Specific with Custom Instructions: The more detailed and clear your custom_instructions are for each field_name, the more accurate Neo's triage will be. Provide examples if possible within the instructions.
  • Iterate and Refine: Start with a few key fields and test the workflow. Review the default_messages_for_msp and the Event History to understand Neo's reasoning. Adjust custom instructions as needed.
  • Use in Conjunction with "Update Time Entry Fields": This action only suggests changes. You must use the "Update Time Entry Fields" action afterward to apply these changes to your PSA.
  • Consider Workflow Triggers: Trigger this action when time entries are created or updated to ensure immediate review. You can also run it on a schedule for a batch of existing time entries.
  • Manage PSA Options: Ensure that the options available in your PSA for fields like Work Type, Location, etc., are well-maintained. Neo will choose from the available active options.
  • Permissions: Ensure Neo has the necessary permissions in your PSA to read time entry and related ticket data, and to read metadata for fields like Agreements, Work Types, etc.