Logging time on a ticket vs. a task

Most of the time you log against a project task, but plenty of billable work happens on a support ticket instead — a break-fix call, a quick remote session, anything tracked as a ticket rather than a project deliverable. Current lets you log time straight from the ticket with the same Add Time button you'd use on a task, and it reaches your PSA's billing the same way. See "Logging time and how it reaches your PSA's billing" for the full mechanics of the Log time dialog, its PSA-aware defaults, and the draft/submitted/synced/approved lifecycle — this article covers what's specifically different about a ticket.

Open a ticket and use Add Time the same way you would Log Time on a task — it opens the identical dialog, pre-filled with whatever your PSA already knows (contract or agreement, billing code or work role, your role). The entry posts to your PSA as a time entry against that ticket rather than a task, and bills under the ticket's own contract or agreement the same way task time bills under the project's.

Your PSA doesn't publish a simple yes/no flag for whether a ticket's type accepts time entries — that rule lives inside the ticket type's configuration in the PSA itself, and the only way to find out is to try. Current learns it from the PSA's own answer: the first time the PSA refuses a time entry because the ticket type doesn't allow it, Current remembers that ticket and blocks Add Time on it from then on, with a clear reason instead of a stuck, unsyncable draft:

• ＋"This ticket's type doesn't accept time entries."

If you hit this, the fix isn't to force the entry — it's to log the work against the related project task instead, if there is one, or to have the ticket's type reconfigured in your PSA if it should be billable.

This isn't a permanent lockout. Current doesn't run a background check to see if a blocked ticket's type has changed — instead, the very next time someone successfully logs time against that ticket (after its type has been reconfigured in the PSA to allow it), Current sees the success and clears the block automatically. There's nothing to reset by hand; the flag corrects itself the moment your PSA actually accepts a time entry on that ticket again.

• ＋Tasks always accept time — this whole "doesn't accept time" check only applies to tickets, because task types don't carry the same PSA-side restriction.
• ＋On a task in an Autotask workspace, Current double-checks that the role you're logging under is one you actually hold as an Autotask resource before it pushes. On a ticket — and on ConnectWise, where roles are work roles — it sends the role you picked as-is.
• ＋Both still require the same basics: the project must be PSA-synced, the ticket or task must already be synced, and your Current account must be linked to a PSA resource or member — the same fail-closed guard covers both.