Hi All,
We have a requirement to deduct the hours worked on a case which is entered on a case but linked to the task_time_worked tabled to be deducted from the entitlements, every time and agents enters a time on a case.
We know where is a standard BR for cases but the documentation also stated if you want to use hours you need to build your BR:
https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-ma...
As the seeded BR is on sn_customerservice_case table and we need to build it on the task_time_worked table entry, we cannot really figure out how best to approach this.
So far we have created a new custom field on the entitlement table that allows for decimals as the standard remaining unit field is just an integer field. So we are planning to convert the duration field on the time entry into a decimal and then deduct it from the new remaining units field, but our BR is getting the value from the table.
Has anybody done something similar before. Given that you can have hours as units on the entitlement, there must be somebody that had to build this one too.
Any help is much appreciated.
Thank you,
Christian
