Can someone please share their experience, challenges faced and how you came over it while implementing ServiceNow for a client ?

[shubhankar1]

Can someone please share their experience, challenges faced and how you came over it while implementing ServiceNow for a client ?

[Community Alums]

The one thing that always catches people is when you combine timers with reporting, like with SLA's. Most places want business days, so they create schedules, but from a reporting perspective the system looks at 8 hours as 8 hours, or 1/3 of a day. 3 business days becomes 1 'day' on reports.

I came in one time and there was an in-house built solution for time reporting that was taking the number on the backend and multiplying it by 3 if it was more than 8. This looked like it was working fine, but what ended up happening is that times under 8 hours were never multiplied, so the system just assumed 4 hours was 1/6th of a day, not half a business day. It was a nightmare.

I ended up going with a cheap workaround and creating a separate integer field to map the time. I told them their time was always going to be in hours and just stored it like that. They ended up being satisfied with it. As an added bonus, their original time conversions were doing using parseInt without specifying a radix, which for some ungodly reason defaults to base 8. So ever time a calculation contained an 8 or a 9 it was erroring out.

This was all back on Fuji, I haven't actually checked to see if this is the same reporting behavior in Helsinki.