Create Autotask Time Entry
The Create Autotask Time Entry action creates a time entry on an existing Autotask ticket. It automatically locates the ticket from the email, matches the technician by email address, and logs time against the ticket.
This is a workflow action. It searches for the matching Autotask resource and ticket automatically, then creates the time entry. If you already have the ticket ID and resource ID, use API: Create an Object with the TimeEntry entity for direct control. Learn more about the difference between workflow actions and single API call actions.
When to Use This Action
Use this action when:
- You want to log time against tickets based on incoming emails from technicians
- You need to track time spent on email-based ticket correspondence
- Technicians send emails that should automatically create time entries
Don't use this action for:
- Creating tickets: Use Create Autotask Ticket instead.
- Adding notes without time: Use Update Existing Autotask Ticket instead.
- Fine-grained control: If you already have the ticket ID and need full control over time entry fields, use API: Create an Object with the TimeEntry entity.
- Task time entries: This action only works with tickets, not project tasks.
How It Works
This action operates in three phases:
Phase 1: Find the Resource
- Look up technician: Search Autotask for a resource (technician) matching the configured email address
- If no resource is found, the action uses the configured error handling
Phase 2: Find the Ticket
- Search for a ticket number: Scan configured fields (subject, body, etc.) for an Autotask ticket number
- Follow merged tickets (optional): If the ticket was merged, follow the chain to the final ticket
- If no ticket is found, the action uses the configured error handling
Phase 3: Create the Time Entry
- Create time entry: Log the specified duration against the ticket, attributed to the matched resource
- Calculate times: Use Start Date and Time when provided and add the duration to find the end time. Otherwise, end the entry now and subtract the duration to find the start time.
- Update status (optional): Change the ticket status if configured
- Attach files (optional): Add email attachments and/or .eml file to the ticket
Configuration
Search For Autotask Resource
| Field | Description | Default |
|---|---|---|
| Resource Email Address | Email address to match the Autotask resource who will be assigned to the time entry. Supports text expressions. | {{email.from.address}} |
| Action If No Resource Matched | What happens if no matching resource is found for the email address. | Exception |
Search for Autotask Ticket
| Field | Description | Default |
|---|---|---|
| Fields to Search for Ticket Number | Select which email fields to search for the Autotask ticket number. | Email subject |
| Follow Trail of Merged Tickets | If the matched ticket has been merged, follow the merge trail to find the current ticket. | Enabled |
| Action If No Ticket Matched | What happens if no matching ticket is found. | Exception |
Time Entry
| Field | Description | Default |
|---|---|---|
| Time Worked | Required duration of work in minutes. Supports text expressions, which must produce a non-empty value at runtime. If the value is empty, the action fails unless you enable Suppress Autotask API exceptions. | 1 minute |
| Start Date and Time | Optional start of the work. You can enter values such as 2026-10-09 09:00, October 9, 2026 9:00 AM, a date without a time, or a relative value such as tomorrow 9:00 AM. Supports text expressions and {{date}} helper output. Values without a timezone use the Autotask timezone (America/New_York); values with an offset or Z convert to that timezone. Leave blank to end the entry now. | None |
| Time Entry Fields | Configure time entry properties including Summary Notes, Internal Notes, Allocation Code, and Role. | Email body as summary |
| Set Ticket Status After Update | Optionally update the ticket status after adding the time entry. Leave empty to keep the current status. | None |
Attachments
| Field | Description |
|---|---|
| Files | Add ordered sources from email properties, form input fields, previous custom results, or All Files. New actions select no files by default. |
| Skip frequently repeated email attachments | Keep tickets clear of recurring signature images, logos, and icons by skipping frequently repeated email attachments and inline images. |
| Attachment Settings for .eml file | Configures the title and visibility used when Files includes the original email or the original email as an image. |
The action processes rows in order and keeps the first occurrence of each file. Apply optional Filename, MIME type, and Maximum bytes filters to each source row. All Files includes every available file and creates the original EML and original email image when available in an email automation. Select email.attachments when you want only regular files attached to the incoming email.
Selected Files use content-based duplicate detection and attach to the matched ticket. Autotask attachment size limits and API permissions still apply.
Email senders often reuse the same signatures, logos, and social icons. Replies can add those files again and again, cluttering PSA tickets with repeated, low-value images.
When you enable Skip frequently repeated email attachments, the action recognizes recurring file content across emails and skips it instead of adding it to more tickets. This keeps your organization's tickets clearer and easier to work with.
The option applies to original email attachments and inline images of any file type, not only images. It does not remove files already attached to a ticket.
Advanced
| Field | Description |
|---|---|
| Suppress Autotask API exceptions | If enabled, the automation continues even if the Autotask API returns an error. Use sparingly. |
| Override Autotask Connection | Use a specific Autotask connection instead of the default. |
Additional Options
| Field | Description | Default |
|---|---|---|
| Action After Success | What happens after successfully creating the time entry. | Stop All |
Returned Variables
When you configure Store the results in Variable, these variables become available for use in subsequent actions:
Retrieved Objects
| Variable | Type | Description |
|---|---|---|
Ticket | object | The matched Autotask ticket, including id and TicketNumber properties |
TimeEntry | object | The created time entry entity |
Example usage: {{custom.myVariable.TimeEntry.id}}
FAQs
How does the action calculate start and end times?
When Start Date and Time is blank, the action ends the entry at the current time and subtracts Time Worked to find the start. For example, 15 minutes creates an entry starting 15 minutes ago and ending now.
When you provide Start Date and Time, the action adds Time Worked to that start time. For example, 2026-10-09 09:00 with 30 minutes creates an entry from 9:00 AM to 9:30 AM Eastern time on October 9. Use a text expression such as {{custom.workStartedAt}} to take the start time from a previous action, or use {{date to_tz="Autotask"}} to start now.
To convert a UTC value from a previous action to the Autotask timezone, use:
{{date custom.workStartedAt from_tz="UTC" to_tz="Autotask"}}
If your start value is not a valid date/time, correct it before running the automation. The action stops with an error unless you enable Suppress Autotask API exceptions, in which case it skips the time entry. It does not replace an invalid value with the current time.
What role is assigned to the time entry?
The time entry uses the resource's default Service Desk role unless you specify a different role in the Time Entry Fields configuration.
Can I use a dynamic value for the time worked?
Yes. You can use text expressions like {{custom.parsedDuration}} if you have parsed the duration from the email content in a previous action.
What happens if the technician's email doesn't match any Autotask resource?
The action uses the configured Action If No Resource Matched setting. By default, this is set to Exception, which stops the automation with an error. You can change this to Continue to allow subsequent actions to run.