Tracking time worked after every update to an incident.

[alvinbm1]

Greetings,

        Anyone tracking time worked on an incident by an   ITIL user or multiple ITIL users?   For instance, if I spent 20 minutes on troubleshooting an incident, I would like to be able to enter the 20 minutes somewhere on the incident form and be able to go back and report on that time worked value.   Also, report on how much time each ITIL user spent working on that incident if there were multiple ITIL users.       If you are doing something similar, how are you doing it SNow?   Please advise.

Thank you...

[kopp820 · Accepted solution]

There's a field OOB called "Time worked" that is like a stop watch. You can override the amount that's being counted if you want your ITIL users to specify the time rather than have it count automatically.

You should also look into using the time card application, this will help to track multiple users' time working on one ticket.

Time Cards - ServiceNow Wiki

[russell_miller]

We're using it as a "enter on update" by any itil user.

Details here...

ServiceNow Test Dummy: Manual Mandatory Time Worked

[Nia McCash]

Your blog post looks very useful, but the onSubmit() script on your blog post seems to be incomplete.   Would you mind updating the post with the complete script?

[russell_miller]

Hi Nia,

I've fixed it up, the HTML on the post was not escaped properly.

Now it is useable.

R