What are all may be the reasons the timeworked data is not captured in the time worked related lists

[Tamilvanan T]

What are the possible reasons why Time Worked data is not captured in the Time Worked related lists on tickets, as well as in the Time Worked (task_time_worked) table?

[Ankith Sharma]

From my experience, this usually comes down to a few common things:

Time might not actually be getting logged, just adding work notes won’t create a record, it has to be done via Log Time Worked or proper time fields.

I’ve also seen Business Rules or scripts block the insert into task_time_worked, especially in customized instances.

Sometimes the data is there, but ACLs prevent users from seeing it.

It could also be a related list issue with wrong filter, not configured properly, or missing on the form.

If you’re using Portal or Workspace, the UI/widget might not be writing to the table correctly.

Data policies or mandatory fields can silently stop the record from being created.

And in some cases, it’s integration/mapping issues or domain separation.

What I usually do first is check the task_time_worked table directly, if records exist, it’s a visibility/config issue; if not, something is blocking creation.

If you found this useful, feel free to mark it as Accept as Solution and Helpful. It makes my day (and helps others too 😉).

Regards,
- Ankit
LinkedIn: https://www.linkedin.com/in/sharmaankith/

[Tanushree Maiti]

Hi @Tamilvanan T 

1)Ensure  System Property "com.snc.time_worked.update_task_timer" has been set to True. OOB it is False.

2) The time worked field is not updating when deleting or updating time worked records (task_time_worked records) from the Time Worked related list on incident records.

Refer: KB0725627 Time worked field does not update when performing update/delete to time worked records 

)When inserting a record into the Time Worked embedded list prior to submitting the record, a unique key violation occurs and the record cannot be submitted. This error only occurs when the com.snc.time_worked.update_task_timer property is set to True.

Refer: KB0529899 Tasks built in related table task_time_worked do not allow any task or time worked to be s... 

4) If you are using the time_worked field on the sc_req_item table if you submit a request via the service catalog the time_worked field is not auto-populated as 00:00:00. If you create a record manually it will be set.

Refer: KB0998677 Time worked not set as 00:00:00 on INSERT when requested via Service Catalog.