How to calculate time effort spent on ticket in Service Now

[n_16]

Hello Community,

How to calculate time effort spent on ticket in Service Now.

Thanks in advance

[Saiganeshraja]

There is a field on incident form called as time worked , levarage that field.

[Minal01]

I tried this solution. But, this col. is showing blank. Pls help

[Brian Lancaster]

Time worked only works if you have the field on the form. While the user is on the record it will automatically track the time. However if they leave the incident without doing a save either by click save or update it will not save the time spent. Another thing to note that if someone goes into and incident the post a comment or work note that is not a save. The final thing to note is time worked is saved to another table as there could be multiple entries for incident. The table name is task_time_worked and you can add this as a related list on the incident.

Edit: An additional not is that task time worked can be added to any task type that is extended from the task table. Which are most things in ITSM (incident, request, request item, catalog task, change, change task, etc.)

[Juhi Poddar]

Hello @Minal01 

Rightly said by @Brian Lancaster , in addition to this I would like to add few points

• Timer in time_worked can be paused and start at any point with the help of play button 
• This field also shows the present session time as well as the total time on form. In the screenshot '14' is the current session time whereas '19' is the total time.
• Once the form saves/loads, present session time starts from 0.
• Every time the record is saved a new record is created in 'task_time_worked' table with total time worked for that particular session.
• Time worked in related list looks something like this

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Thank You
Juhi Poddar