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The Add Time Entry tool allows Neo Agent to log a customer-visible time entry on the ticket in your PSA — duration, billable flag, work type, and a note describing what was done.
Enabled when you grant the Time Entries write permission on your PSA integration (the workflow’s Integrations tab) — the settings below live on that permission group. Agents only call this tool when there’s customer-relevant work to report; the always-on internal Log Time Estimate helper handles the saved-time analytics on every run regardless. See Log Time Estimate.

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What It Does

When enabled, the agent can:
  • Add time entries to tickets
  • Set duration and billable status
  • Include detailed notes about work performed
  • Communicate resolution to end clients (time entries are often client-visible)
Use custom instructions to specify how much time to add and what message format to use. Example: “Add 15 minutes for simple tickets, 30 minutes for complex tickets, focusing the message on resolution steps.”
Autotask resource/role handling. Autotask only accepts a time entry when the resource is actually associated with the role in its ResourceRoles — and a resource’s default service-desk role (used for ticket assignment) is sometimes not one of them. When that happens, Add Time Entry automatically looks up the resource’s valid roles and records the time entry under one of them (preferring the ticket’s assigned role, then the resource’s default role) instead of failing the run. If the resource has no usable role at all, the agent leaves an internal note so a technician can fix the role mapping in Autotask.
Closed tickets. A PSA won’t accept a time entry on a completed/closed ticket, so the agent always logs time before it closes a ticket. If a ticket does end up closed before the entry lands, Neo does not silently drop it: it reports that no time entry was recorded and keeps the run’s single-time-entry allowance open, so the agent can reopen the ticket and add the required entry — or, if the ticket can’t be reopened, leave an internal note so a technician can add the entry manually.

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How to Use

  1. Enable the tool in your workflow
  2. Configure approval requirements
  3. Provide custom instructions on time amounts and message format

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Example Instructions