How can agent record his time worked on the case.

[Sanjay25]

We want agents to record worked time against their name on a particular case. How to achieve that?

[Chandra Sekhar6 · Accepted solution]

They can record time against their cases by simply clicking on "Record Time" UI action in both the UIs (Native UI and as well as Agent Workspace)

Those UI actions should be visible by default.

Make sure you install Time Recording for Customer Service plugin (com.snc.csm_time_recording).

[shloke04]

Hi,

There is an OOB functionality available for this requirement:

Agents can record time worked from a case or case task. Time worked can be recorded regardless of the case or task state. Agents can also record time worked from the Time Sheets module by navigating to Time Sheets > Time Recording > My Time Worked.

When an agent creates a time worked record, a time card and time sheet are automatically created for the week based on the work date. The time card is created for the task and the category type. The total hours recorded on each time card are recorded on the current time sheet in the Time Cards related list.

Please go through below ServiceNow doc link which talks about this in detail:

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/task/cust-service-agent-record-time.html

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[shloke04]

Also please go through the below ServiceNow doc link as well :

https://docs.servicenow.com/bundle/sandiego-field-service-management/page/product/field-service-management/task/field-service-agent-record-time.html

 https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/time/reference/r_TimeWorkedFields.html

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke