Time tracking in Service-Now?

[#1]

We're currently using a product called Journyx for time reporting, and I'm not a big fan of it. Basically, all we want to collect is how much time did a person or group spend on a project or operational task in a given week, and then report on project vs. services time.

Is anyone doing anything like this in Service-Now?

[scott_newton]

http://wiki.service-now.com/index.php?title=Adding_a_Time_Tracking_Field

You also have a related list you can pull down to report against.

Let me know if this is not enough info or if it's way off base.

[#3]

Yeah we do have the Time worked on the incident form, but what we're using Journyx for is more like a timecard. As in everyone in IT has to put in their hours for the week, and what those hours were spent on.

For example, say I put in

Monday: 8:00 Vacation
Tuesday: 2:30 Incident Management, 2:30 Service-Now Project, 4:00 VMWare Infrastructure
etc...

I would be surprised if anyone else was using Service-Now for this, and I think if we were going to try, I'd have to write a custom app. Just wondering right now if it is even feasable.

[john_roberts]

We have had customers build some pretty cool time tracking apps, maybe they'll comment as well. We are also starting to plan a Financial Management plugin that should include billable time tracking. If you can hold off for a bit I'll get in touch. We'll be looking for customer input to help with the design. If you have any requirements already documented feel free to email me. If you don't have my email than send a private message form the forums (need to keep it away from the bots).

[skaufmann]

There is a table in your instance called task_time_worked. This is where the built in timer reports it data but we instead manually create records. We just simply customized it with the fields we need to properly categorize the service type and billing type of the work done. Add this as a related list to your tasks and you have a pretty good way tracking what you need.

As far as reporting, we found a need to convert the time stored in the database (milliseconds) to hours. Create a field (decimal) in the task_time_worked database called something like "Time in Hours". Personalize the definition of the new field and use the following in the calculation "current.time_worked.dateNumericValue()/3600000". This converts the milliseconds into hours with decimal values. Also create a date field to insert a date for when the work was done. The default date field is a created_on field which isn't necessary accurate especially if the time is being entered after the fact.

All our engineers are required to track their utilization. We monitor it and are looking for 100% util. This means engineers account for all their working time (billable or not). We can then track how much time is spent on billable activities, projects or other (expenses to the company).

You can also add an application item that users can go to and review their time worked. Call it something like "My Time Worked". Select the Time Worked table and use the following filters:
Assigned To is "javascript:gs.user_id()" and date on This Week (or whenever you want)

Make sure the Date in Hours filed in in the list and add a calculation to total it.