Time worked on Incident

[GSReddy1]

Hi All, 

we want to capture time worked on an incident, for this I placed OOB Time worked field on the incident. now how can I make it works effectively like for this I made UI policy to mandate the time worked when state changes to resolved or Completed then only display and mandate this time worked field but if state value changes from resolved to completed then this time worked is showing blank, ie if the state changed then this value is showing blank. I also checked a related list of Time worked in incident how can I make a mandate if the state changed or give me suggestions on how can I use this effectively to capture the total time worked on the incident.

Thanks in Adv.

[Paul Curwen]

The Time Worked field is pretty useless because it simply counts the time the form was open with the user, but not actual work time spent. Unless your users religiously use the stop/play button you will not get any useful/accurate data and hint they just won't do this. They could walk away from their desk have lunch come back etc all the item the Time Worked is clocking up on the form 🙂

OOTB it will even count time a Closed Incident is viewed!

This article gives some good advice on how to deal with this: https://servicenowguru.com/scripting/client-scripts-scripting/pausetoggle-time-worked-field/

If I were you, I would concentrate on defining and monitoring SLAs and use metrics to calculate time in states, reassignment counts etc this will provide much better data. The other alternative is to use the Timecard functionality (check licences) if you must https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/task-table/concept/t...