How to Pause Time Worked in Service Operations Workspace

[Mitch Moran]

We noticed that the Time Worked field on the Incident form in Service Operations Workspace is auto starting when opening a new form. We have the System Property set to false (glide.ui.timer.started) and that prevents Time Worked from auto-starting in the ITIL view, however it does not appear to apply to the Service Operations Workspace. I have also tried several different client scripts although they do not seem to have any effect in Service Operations Workspace. Is there a good method for preventing Time Worked from auto-starting in SOW on a new Incident form? 

Thanks,

Mitch M. 

[Alexandar]

Service Operations Workspace (SOW) in ServiceNow can behave differently from the traditional ITIL view, particularly regarding client scripts and system properties. The glide.ui.timer.started system property that you mentioned is designed to control the behavior of the Time Worked field in the ITIL view, but it might not affect the Service Operations Workspace due to its different architecture and framework.

Here are some approaches you can consider to prevent the Time Worked timer from auto-starting in the Service Operations Workspace:

1. ServiceNow Workspace Configuration
Check Workspace-Specific Settings: ServiceNow might have separate settings or configurations for the Service Operations Workspace. Explore the workspace's configuration options to see if there's a direct way to control this behavior.
2. Advanced Client Scripts
Explore Workspace-Compatible Scripts: Traditional client scripts might not work in SOW as they do in the ITIL view. Research or inquire about scripts specifically compatible with the Service Operations Workspace.
APIs for SOW: ServiceNow might offer specific APIs or methods for scripting within the SOW. This might require delving into more advanced scripting or API documentation.
3. Customizing the Incident Form
Form Design: Customize the Incident form layout specifically for the Service Operations Workspace, if possible. This might include modifying how the Time Worked field is initialized.
4. Workaround Methods
Manual Reset: As a temporary workaround, consider training staff to reset or stop the timer manually upon opening a new incident if an automated solution isn't immediately feasible.
5. ServiceNow Community and Support
ServiceNow Community: Post your question in the ServiceNow community forums. Other users might have encountered and solved this specific issue.
ServiceNow Support: If you have a support agreement with ServiceNow, consider reaching out to their technical support for guidance specific to the Service Operations Workspace.
6. Keeping Up with Updates
Stay Updated: Sometimes, such issues are resolved in newer releases or patches. Keep your ServiceNow instance updated and check release notes for any changes related to this issue.
7. Custom Development
Custom Plugin or Module: If no out-of-the-box solution exists, consider developing a custom plugin or module. This requires more investment but might be necessary for specific needs.

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