Time Tracking

[Scotty88]

Using CSM and PPM.

We are looking at the ability to log the time analyst spend on ServiceNow tickets (cases) as well as external responsibilities (e.g., admin tasks, leave, meetings), so that we can accurately track and manage the time within a timesheet function in ServiceNow.

AC1

A timesheet function exists that automatically tracks time spent on ServiceNow tickets.

AC2

The function allows manual entry of time spent on tasks outside of ServiceNow, such as admin tasks, leave, and meetings.

AC3

The timesheet provides a clear overview of all logged time and can be reviewed and submitted as needed.

We also want the ability to review, approve, or see outstanding timesheets from teams,
to  ensure accurate time tracking and manage approvals efficiently.

AC1

The functionality to review and approve timesheets is available and easily accessible.

AC2

The system allows viewing outstanding timesheets that require approval.

AC3

Notifications are provided for any timesheets pending review or approval.

[Mark Manders]

You can hide the field based on assignment group. If it's not there, it won't start running.

[Scotty88]

Ok, that's good to know. However, we have different requirements for two teams. One team needs to manually input the time, without it running automatically, while the other team requires the field to automatically start when the record is viewed.

[Mark Manders]

You can't have different functionality on one field. But just don't use the time_worked field to run automatically. It will never give the correct time. You open a ticket, get a call and the ticket remains open for an hour, without working on it. Don't use it. Let people manually add their time, but don't let it run automatically, because it won't tell you a thing and you could end up with simple 'password reset' tickets that took 48 hours.