Tracking time worked after every update to an incident.

alvinbm1 · ‎12-09-2014

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 · ‎12-09-2014

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

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VEDANSH RANA · ‎10-18-2022

Hey Russell_miller, I am unable to access the site