Time Tracking
Records technician time against tickets, projects, customers and escalations, reviews it, and turns the approved billable hours into invoices — for MSPs and the clients they service.
How Solidlio helps
Time is captured where the work happens: a timer on the ticket, or a manual entry in minutes. The timer runs on the server rather than in a browser tab, so it survives a reload and follows the technician to their phone. Every entry carries a billable flag and the rate in force when it was recorded. An administrator then reviews the queue — approving is what makes time invoiceable, and it is restricted to administrators rather than to the technicians whose work is being reviewed. Only billable, approved, un-invoiced time reaches a client’s bill, and each entry is stamped with its invoice so it cannot be billed twice.
Capabilities
| Capability | What it does |
|---|---|
| Server-side timer | Starts a clock on a ticket or project that survives reloads and moves between web and mobile. |
| Offline capture | Keeps the mobile clock running with no connection and reconciles from the local start time. |
| One-timer guarantee | Enforces a single running clock per person; a second start is refused rather than overwriting. |
| Manual entry | Records a date, minutes, description and billable flag after the fact. |
| Billable / internal split | Marks rework and internal work as non-billable so it is measured but never charged. |
| Approval gate | Requires an administrator to approve before time can be invoiced; approval locks the entry. |
| Bulk approval | Approves a filtered set one row at a time, stopping and naming the row on first failure. |
| Correction before approval | Edits or deletes a pending entry; approved and invoiced time is locked. |
| Ticket invoicing | Bills approved ticket time per client at each entry’s own stored rate. |
| Project T&M invoicing | Bills approved project time at one agreed hourly rate for Time & Materials and Hybrid projects. |
| Rate snapshotting | Stores the hourly rate on the entry, so later rate changes never restate past work. |
| Personal weekly view | Reports a technician’s own seven-day totals, split billable and non-billable. |
Built for MSPs and their clients
Time tracking is two-sided. A managed client’s own staff log time on their own tickets; the servicing MSP logs time on the same tickets. Both see an approval queue in their own portal.
| Organization | MSP | |
|---|---|---|
| Logging time | Own staff log against their own tickets and projects | Technicians log against every client they service |
| Approving time | Org administrators approve their own staff’s time | MSP administrators approve across the clients they service |
| Approval queue | Operations → Time Approvals in the Org portal | Operations → Time Approvals in the MSP portal |
| Invoicing | Project T&M invoicing on their own projects | Per-client ticket invoicing plus project T&M invoicing |
| Visibility boundary | Restricted to their own organization | Spans their own account plus the client accounts they manage |
Time tracking is a staff function. The end-user portal does not surface time entry or approval, and customer-portal callers are refused approval by the API.
How it works
- Start the clock — a technician opens a ticket and presses Start timer, or logs minutes manually if the work is already done.
- Stop and describe — stopping writes a time entry for the elapsed minutes, rounded up to at least one minute, with the description and billable flag.
- Review — the entry lands in Time Approvals as pending. Anyone can correct or delete their own pending time; nobody can invoice it yet.
- Approve — an org or MSP administrator approves. The entry locks against editing and becomes eligible for billing.
- Invoice — billable, approved, un-invoiced time is swept onto an invoice, per client for ticket work or per project for Time & Materials work.
- Locked — invoiced entries can no longer be unapproved or deleted, so the record behind a bill cannot move after the fact.
Compliance and audit
Every time entry records who logged it, the calendar date of the work, the duration in minutes, a free-text description, whether it was billable, and the hourly rate in force when it was created. Approval records the approver’s identity and the approval timestamp. Invoicing stamps the entry with its invoice id and the time it was billed.
That is enough to reconstruct, for any line on any invoice, which entries produced it, who performed the work, who authorized the charge and when. Because the rate is stored on the entry rather than read from the person at billing time, a historical invoice remains reproducible after a rate change.
The approval boundary is enforced in the service, not in the interface. A technician cannot approve time by calling the API directly, and neither can a customer-portal user.
Integrations
Time tracking feeds Solidlio’s own billing: approved ticket time becomes client invoices, and approved project time becomes Time & Materials invoices with tax resolved from the customer organization’s jurisdiction. Invoices raised this way flow onward through the same accounting integrations as the rest of Solidlio billing.
The mobile app (iOS and Android) runs the same timer. Because the clock is a server-side resource rather than browser state, a timer started on the web can be stopped on a phone and the reverse. A timer started with no connection keeps running against local storage and reconciles with the server when the app comes back online, using the local start time rather than restarting from zero.
Hours that survive the trip from the keyboard to the invoice.
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Interruption recovery and billing controls
The web My time workspace has a persistent timer bar, atomic task switching, recent-work resume, optional check-ins, saved catch-up drafts, self-review and an administrator queue for old unbilled work. Long clocks require confirmed worked minutes. A private review inbox preserves sessions blocked by funding or needing correction while freeing the timer for another issue.
Time records snapshot their billing owner, rate and currency. Delegated MSP staff keep their employing MSP as owner. Project allocations supply their effective bill rate when configured. Missing rates and currency conflicts hold invoices; ordinary and project time use services revenue classification and the seller’s payment terms. Invoice claims and capture retries prevent duplicate billing. Escalation records retain their separate funding, rate and completion controls.
See the daily workflow and operator guide.
Plans and access
Availability depends on your plan, role and account permissions. Capacity limits and service terms apply. Compare current plans and integration requirements, or ask us about your setup.