Need help on timer field

[vinitaraico]

Hi Team,

I have added  a new state " awaiting vendor"  for incident  and a timer  field to control the usage of this state by timer(time_worked)

This  new field dependent on this state and the priority of the ticket. This new field is a timer with a maximum limit of 24 hours (as predefined and also modifiable with a range of 1 hour to a maximum of 24 hours). For P1 - range is 1 hour to 4 hours, P2 - range is 1 hour to 8 hours, P3 & P4 - range is 1 hour to 24 hours. when the select time limit is reached, or the ticket is updated in between the state changes to active.

How we can set max limit 24 hour in a timer field also is there any way to change the timer on the basis of state and priority changes

[Mark Manders]

What is the use case for this weird configuration?

Next to that: you make it sound like you had it already figured out 'this timer field has a maximum of 24 hours' but then you ask how to do this. The answer is simple: you can't. A timer is a timer: it runs or it doesn't.

You are describing a solution that doesn't work and for help to get it working. Unfortunately, this can't be done in ServiceNow.

But: what you are describing is already available OOB: SLA's. Create vendor SLA definitions that start on setting the ticket to awaiting vendor, pauses when it becomes active again, unpauses when awaiting vendor again and stops on closure of the ticket.

Because what is the use case on the timer? Action needs to be taken when it's past 1 hour for a P1? Then your SLA definition should be on a duration of 1 hour and breach if it goes over. The breach will be your action setting.

[vinitaraico]

Thankyou Mark for revert ,

Timer should start when the Ticket status changes to "awaiting vendor". How to start timer on state change?

The business logic here is the Priority of the ticket and its resolution time. If there is P1 ticket, the resolution should be provided within 4 hours, which means if you need any vendor support, the vendor should respond within 4 hours of time

Looking for some logic here if it is not possible on timer field(timeworked)

[Mark Manders]

It's what I already mentioned: you are describing the SLA functionality that is already available on every instance. This is what SLA records are meant to do.

Your solution will require a lot of custom logic to start/stop/calculate and it will not show counting while you are looking at the record.

Use the SLA functionality within ServiceNow. Create the definitions and let the system do the work for you.

One tip: if there is an agreement that something should be resolved within 4 hours, the time you agree upon with the vendor can never be 4 hours, because you will be missing the time it's not yet at the vendor. Always make sure your overall resolution time is more than the time a vendor is allowed to spend on it.