Time Worked field and task tab not working correctly on my DEV instance

[joymorales]

Hello.

In my personal instance, I added the Time Worked field to the Incident form, and the Worked Time task tab under the Related Lists section of the Incident form.  I tested by opening an incident ticket.  The Worked Time field started tracking time automatically.  I saved the ticket and saw that the Worked Time tab displayed the tracked worked time for activity.

I did the same additions on our DEV instance Incident form, but the Worked Time field did not automatically start tracking time, and the Worked Time tab displayed two duplicate entries for the same activity.  I opened both and they are exactly the same with the same date/time.

I tried rolling back the additions and re-adding them, but no resolution. I compared the OOTB Business Rules related to Time Worked to the ones in my Personal instance and they were the same.  I haven't created any custom rules, scripts, policies, etc.

Both of my instances are on the Rome version.

Any suggestions will be greatly appreciated.

Thank you.

[bammar]

can you check

You can set the property com.snc.time_worked.update_task_timer to enable updating of the task timer value, based on changes to the Time worked records. You do this using the Update task timer business rule.

https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/time/concept/c_TimeWorked.html

[shloke04]

Hi,

By default Time worked field will start running when form is refreshed or reloaded. There is a System Property which controls this behavior in ServiceNow i.e. "glide.ui.timer.started". Check if the value of this property is set as true or not . If this is set as False then the timer will not run automatically. Please refer to screenshot below:

Also to note, this can be disabled by using a Client Script. Refer to article below:

https://servicenowguru.com/scripting/client-scripts-scripting/pausetoggle-time-worked-field/

Check in your Dev instance if a similar client script is written on the Table or not which might be pausing or stopping the timer to get enabled by default.

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

Regards,
Shloke

[joymorales]

shloke04, thank you for your information.  I updated the system property "glide.ui.timer.started" to value = true and now the time starts tracking time automatically.

brammar, thank you for your information.  However, we are not looking at manually update Time Worked.  My remaining issue is that the Time Worked tab (Task) is listing two time worked entries for the same activity on the incident.  One is a duplicate.  I want the system to not duplicate entries on the tab.

The system property "com.snc.time_worked.update_task_timer" is not enabled in my Personal instance and the Time Worked tab in the Incident form is working correctly without duplicate time worked entries.

[ServiceNow Tec2 · Accepted solution]

This has been resolved by ServiceNow Technical Support. Please refer to KB0983389 for more information.