Time worked field in agent view to be started manually only for few type of tasks

[Ravivarman Saee]

HI team,
I have a customization where I need to stop 'time worked' field auto starting. this is only for few assignment groups and the tasks that needs this are - incident, RITM and sctask only. I can see this field auto starts from system property - 'glide.ui.timer.started'.

i need to have a separate start button to start the timer field when this task is assigned to those particular groups. if not, it can follow the usual auto start. Also, when the task is assigned to this group the timer should show only the time this group worked on the task. but default behavior is it captures the whole accumulated time.

please advise on this.

[AnneH]

Hello!

To customize the "Time Worked" field in ServiceNow so it doesn't auto-start for specific assignment groups handling Incidents, RITMs, and SCTasks, you can create a custom script to bypass the glide.ui.timer.started property for these groups. Implement a UI Action to manually start the timer when a task is assigned to these groups, ensuring the timer only tracks time spent within these groups. Additionally, adjust the timer logic using a Business Rule to ensure it reflects only the time worked by the specified groups. Test thoroughly before deploying.

Hope this helps!

Lab Corp

[Ravivarman Saee]

I could not find any Business rule or script includes that uses this system property. Hence i am unable to bypass the system property. since i can use the customized script only if i find out where the property is used. but no luck. Since this is an OOB property and behavior, any idea which script invokes it ?