Creating a time card from an interaction record

[chris2313]

We utilize the Interaction module for our service desk to essentially create task records based on the customer need. With that in mind, we would like a time card to generate for the Assigned To on that interaction record so we can track time being worked. Being that the Interaction table is not an extension of the task table, is this possible to accomplish? For clarity, we are currently on Tokyo. 

[Iraj Shaikh · Accepted solution]

Hi @chris2313 

In ServiceNow, time tracking is typically handled through the Time Card application, which is part of the Time Sheet Management feature. This feature is often used in conjunction with task-based records, such as incidents, changes, and project tasks, which are extensions of the Task table (`task`). However, since the Interaction table (`interaction`) is not an extension of the Task table, it does not natively support time card creation in the same way.

To accomplish time tracking for records in the Interaction table, you would need to implement a custom solution. Here are some steps you could consider to achieve this:

1. Custom Scripting: Write a business rule or a script include that triggers the creation of a time card when certain conditions on an interaction record are met (e.g., when the interaction is assigned to a user).

2. Time Card API: Utilize the Time Card API provided by ServiceNow to programmatically create time cards associated with interaction records. You would need to ensure that the necessary fields are populated, such as the user the time card is for, the date, the duration, and a reference to the interaction record.

3. Custom Field: Add a reference field to the Time Card table that points to the Interaction record. This way, you can link time cards directly to interactions, even though they are not task-based records.

4. User Interface Actions: Create UI actions on the Interaction form that allow users to start and stop time tracking, which would then create or update time cards accordingly.

5. Scheduled Jobs: If time tracking needs to occur at regular intervals (e.g., daily or weekly), you could create a scheduled job that runs a script to generate time cards for interactions based on certain criteria.

6. Data Reporting: Ensure that you have the necessary reports or dashboards set up to track the time reported against interactions, which may involve creating custom reports or modifying existing ones.

7. Testing and Validation: Thoroughly test your custom solution to ensure that time cards are created accurately and that the time tracking data is reliable.

8. Documentation and Training: Document the new process and train your service desk staff on how to use the new time tracking features associated with interactions.

Remember that customizing ServiceNow can have implications for future upgrades and maintenance, so it's important to follow best practices for customization and consider the long-term impact of any changes you make.

Please mark this response as correct or helpful if it assisted you with your question.

[Tejaswi Gundu]

Hi Iraj, Good day!

We have created 1st step 'custom scripting'. But we stuck at the 2nd step 'Time card API'. To achieve this we need to do changes for 'TimecardUtil' script include which is OOB. But whole script include runs on 'Task' table and they have called so many script includes from this 'TimecardUtil' script include.

How to add interaction table to this? Or Is there any other way to achieve this?

It will be very helpful if you share your insight on this.

Regards,

Tejaswi G