Time Worked - Not accurate when two people are in the same Incident

[DesiraeSaysanav]

My company wants to use the Time worked Field as a way to track the time it takes to resolve an issue. However, if two users are in the same ticket researching and save at different points in time the timer starts over and does not record both total times.

Example:

User A has Ticket 123456 open for 60 minutes while researching, and asks user B for assistance.

User B goes into Ticket 123456 at the same time to help research and has ticket open for 5 minutes.

User B saves Ticket at 5 minutes

User A see's Time Worked Field change from 60 minutes to 5 minutes and loses that time they were working on the ticket.

Has anyone come across this issue and have a way to resolve?

[sergiu_panaite]

Hi Desirae,

I think that is desired behavior, as I tested and I see the same. But the time is not lost, it's saved in "Time Worked [task_time_worked]" table, table that can be added as a related list to that form. For more information see here:

http://wiki.servicenow.com/index.php?title=Timing_Functionality#gsc.tab=0

Extract: 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. This table can be viewed as a related list on the task form.

Regards,

[DesiraeSaysanav]

Yes i did look at the table and it was not logged it was blank. If its working as designed i think we will just have to adjust our habits.  

There was a log from User A from when they first created the ticket

There was a log from User B when they saved while user a had the ticket up with 60 minutes. But when user B saved it changed the time worked field on User A's Screen and Did Not save their time, instead it put a blank entry:

[DesiraeSaysanav · Accepted solution]

PRB675382 (When two users edit the same record where a timer field is used, the timer field changes to NaN)

This is a known issue

Thank you!