Time Worked Issue

[Vasu20]

Hi,

Two Queries around the 'Time Worked Fields' 

1>The 'Time Worked field' was added onto the incident form, without saving if the screen is refreshed the time worked field gets reset. Is it an expected behavior or something can be changed to avoid it from happening?
2>How can the 'Time Worked Field' be made to run in the background without adding it onto the form?

Thanks and Regards,

Vasudev S V

[Tai Vu]

Hi @Vasu20 

Let's have a look to the servicenow docs below for details how the field works.

Time worked fields

The Task [task] table provides a time-tracking field called Time worked. This field measures how long a record has been viewed in order to measure work time on a ticket.

Cheers,

Tai Vu

[Vasu20]

Thank you so much, I appreciate it, but this does not solve the query as a whole.

Best Regards,

Vasudev S V

[Tai Vu]

Hi @Vasu20 

1>The 'Time Worked field' was added onto the incident form, without saving if the screen is refreshed the time worked field gets reset. Is it an expected behavior or something can be changed to avoid it from happening?

When the task is saved, the amount of new time in the timer is used to generate a record on the Time Worked [task_time_worked] table.

Technically, it's managed through the below business rule.

Name: Task Time Worked

URL: https://<instance_name>.service-now.com/sys_script.do?sys_id=c068b268c61122b700985016ce770871

2>How can the 'Time Worked Field' be made to run in the background without adding it onto the form?

The field must be visible on the form layout, to be able to count upwards. This is field type based (Timer).

If you prefer not to display the field to users, you can consider hiding it using a UI Policy.

Cheers,

Tai Vu

[Dr Atul G- LNG]

Hi @Vasu20 

Tested in my PDI:

1>The 'Time Worked field' was added onto the incident form, without saving if the screen is refreshed the time worked field gets reset. Is it an expected behavior or something can be changed to avoid it from happening?

Atul: It is expected behaviour. I reload my page and time get reset.

2>How can the 'Time Worked Field' be made to run in the background without adding it onto the form?

Atul: NO, again it is like a UI policy, if on form only work else NO.