What is the use of 'Time worked' field?

[Suggy]

What is the use of 'Time worked' field? Does it bring any significance? Is it still used or any alternatives are avaialble?

[Kalyani Jangam1]

Hi, Please refer below docs

https://docs.servicenow.com/en-US/bundle/sandiego-platform-administration/page/administer/time/reference/r_TimeWorkedFields.html

https://berkeley.service-now.com/kb_view.do?sys_kb_id=a8f634396f41da80e9c7dd1cbb3ee4c4&sysparm_class_name=kb_knowledge#:~:text=Manually%20enter%20the%20time%20you,when%20you%20save%20the%20incident.&text=Click%20the%20Play%20button%20to,until%20you%20save%20the%20incident.

[Aman Kumar S]

Hey,

refer to below link:

Time worked

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂

[Aman Kumar S]

Hey @Suggy 

Didn't hear back on this.

Is your issue resolved? If yes, feel free to mark helpful/correct, so it will be helpful for others looking for similar query.

[Chris Shakespea]

I think the difficulty with this field is that time worked field does not equate to actively working on that record without a manual input - that leaves it open to inaccuracies and gaming

Its quite an old field from memory dating back to single task record view (no multi-tabbing etc)

I would go back to 

- What are you trying to understand from this timer? [how long each individual incident took might be interesting but not informative]

- What actions would you take from collecting this data? [how would your processes, employee coaching... change because of these insights]

- Are there alternatives that address that without manual action e.g. service availability, incident volume?