# Ticket header ### Support by Time module **[WHMCS](https://puqcloud.com/link.php?id=77)** ##### [Order now](https://puqcloud.com/whmcs-module-support-by-time.php) | [Download](https://download.puqcloud.com/WHMCS/servers/PUQ_WHMCS-Support-by-time/) | [Community](https://community.puqcloud.com/) ## Time-logging header Whenever an administrator opens a ticket in the WHMCS admin area, the module injects a context-aware header above the ticket. The header loads its state over AJAX and renders entirely client-side — every action (save, close, reopen, timer, order) happens **without reloading the page**. It detects the situation (active service, terminated service, no service, ticket charged in a previous month, ticket closed, license issue) and renders the appropriate UI. --- ### Open ticket — time form ![Open ticket time form](https://doc.puq.info/uploads/images/gallery/2026-10/embedded-image-pmv5jzwt.png) *15-ticket-time-form.png* The default view is a panel containing: - **Service selector:** A drop-down listing all customer support services. Active services are listed first with `Active` priority, followed by suspended and terminated services. Each entry displays package allocation and remaining hours: `Service name (cycle - status) — Available: 3h 17m / 5h`. - **Smart default selection:** When opening a ticket with no hours logged yet, the header automatically pre-selects the first usable **Active** service (prioritizing packages with available quota). - **Reactive switching:** Switching services updates the form immediately without page reload, recalculating available time and adjusting controls while preserving any text already typed into the **Note** field. - An **HH:MM** time input with `−` / `+` buttons (minute steps; minutes roll over into hours). For *One Time* services the value is automatically capped at the hours remaining in the bucket. - An optional **Note** field (visible to the client when *Show work log to client* is enabled on the product). - Action buttons: - **Save time** — appends the entered time as a new entry; the ticket stays open. - **Close ticket and save time** — appends the entry and sets the WHMCS ticket status to *Closed*. - **Start** — starts a live timer (see below). > Each save **adds** a new entry to the ticket — it does not overwrite previous entries. The running total ("Already logged") and the full breakdown are shown in the audit trail. #### Dynamic button state and status guard The action buttons and time picker adapt dynamically to the selected service's status and remaining quota: - **Active recurring service:** Buttons and inputs are always enabled. If usage exceeds included quota, an orange notice displays the overage rate per hour. - **Active One Time service with hours remaining:** Buttons and inputs are enabled; the maximum loggable time is capped at the remaining bucket hours. - **Active One Time service exhausted (0 hours left):** Action buttons (**Save time**, **Close & save**, **Start**) and the time input are disabled. A red notice informs: *Package hours exhausted. All prepaid hours for this One Time service have been used. Additional time cannot be added. Please order a new support package.* - **Non-Active service (Terminated / Suspended):** Action buttons and inputs are disabled, and a warning alert is displayed: *Selected service is {Status}. You cannot log time to this service.* - **Instant unblocking:** If an operator switches in the drop-down from a Terminated or Suspended service to an Active service, the alert banner disappears immediately and all action buttons and inputs are unblocked without reloading the page. - **Backend security validation:** All backend endpoints (`save_time`, `timer_start`, `SetItem`) enforce `domainstatus === 'Active'`. Any attempt to log time or start a timer against a non-Active service is rejected at the server level. #### Audit trail Below the form, a timeline lists every action taken on the ticket (time logged, edited, deleted, timer start/stop/cancel, service ordered), with the operator name and a relative timestamp. ![Time form with audit trail](https://doc.puq.info/uploads/images/gallery/2026-10/embedded-image-r3recfdt.png) *16-ticket-time-form-audit.png* --- ### Live timer Pressing **Start** opens a red *Timer running* panel with a server-anchored running clock and **Stop** / **Cancel** buttons. **Stop** rounds the elapsed time up to the nearest minute and appends it as a regular time entry (with the note, if any); **Cancel** discards it. ![Timer running](https://doc.puq.info/uploads/images/gallery/2026-10/embedded-image-bsrg9ki6.png) *17-ticket-timer-running.png* After stopping, the action is recorded in the audit trail (elapsed time, added hours, new total): ![Audit trail after stopping the timer](https://doc.puq.info/uploads/images/gallery/2026-10/embedded-image-l9nm1ld0.png) *18-ticket-timer-audit.png* --- ### Closed ticket ![Closed ticket](https://doc.puq.info/uploads/images/gallery/2026-10/embedded-image-vkbir0nx.png) *19-ticket-closed.png* When the ticket is closed, the header shows a compact summary (logged time + service) plus a **ReOpen** button that switches the WHMCS ticket status back to *Open* so the operator can log more time. If the ticket has already been billed, ReOpen is refused (the time is locked). --- ### Ticket charged in a previous month ![Ticket charged in a previous month](https://doc.puq.info/uploads/images/gallery/2026-10/embedded-image-sgql7ele.png) *20-ticket-past-month.png* If the ticket's time belongs to a previous month, editing is locked: the header shows a red panel with the recorded time, the service, and a hint to **recreate or split the ticket** if more time needs to be logged. This prevents retroactive changes after the monthly billable item has been created. --- ### Inactive or terminated service handling If a ticket has existing logged time associated with a service that has since been terminated or suspended: - The header displays an alert informing that the selected service is not active and time cannot be added to it. - If the customer has other active services, the operator can simply switch to an active service in the drop-down — the buttons unblock immediately. - If the customer has no active services, the operator can order or activate a new package directly from the ticket header using the inline order form. --- ### Client without a support service ![Order service inline](https://doc.puq.info/uploads/images/gallery/2026-10/embedded-image-rsqqec8s.png) *21-ticket-order-service.png* If the client does not yet have an Active or Suspended Support by Time service, the header shows an inline order form: a drop-down with all available Support by Time products and a drop-down with available WHMCS payment methods. Submitting it creates a WHMCS order, accepts it, runs auto-setup and reloads the ticket. --- ### License issue When any of the customer's Support by Time products has an invalid or unreachable license, the header shows a red banner instead of the time form, with the product name and the error message returned by the license server.