The Time worked field is used to track and record the amount of time spent on specific tasks, incidents, or requests within the platform. Here are some key uses and benefits of the "Time worked" field in ServiceNow:
Let's look at an example of how the "Time worked" field can be used in ServiceNow to manage incidents and tasks effectively.
Scenario: IT Support Team
Suppose you have an IT support team using ServiceNow to manage incidents and requests from employees within an organization.
Example Incident: Printer Issue
Incident Creation
- Incident ID: INC0012345
- Short Description: "Unable to print documents from network printer."
- Priority: Medium
- Assigned to: John Doe (IT Technician)
Logging Time Worked
- John Doe receives the incident and begins troubleshooting.
- He logs the following time in the "Time worked" field as he progresses:
- 10:00 AM - 10:30 AM: Initial diagnostics and checking network connections.
- 11:00 AM - 11:30 AM: Installing printer drivers and performing test prints.
- 12:00 PM - 12:15 PM: Finalizing setup and confirming with the user.
Each time entry is recorded in ServiceNow with details about what was done during that period.
Total Time Worked Calculation
- ServiceNow automatically calculates the total time worked based on the entries:
- 30 minutes (Initial diagnostics)
- 30 minutes (Driver installation)
- 15 minutes (Final setup)
- Total Time Worked: 1 hour and 15 minutes
Benefits and Uses
- Accurate Billing: If this were a client-facing task, the recorded time could be used for billing purposes.
- Performance Evaluation: Managers can review how efficiently the technician resolved the issue compared to similar incidents.
- Resource Planning: The data helps in understanding how much time is typically required for such issues, aiding in future resource planning.
- SLA Tracking: If there’s an SLA that dictates response and resolution times, the logged time can ensure compliance.
Reporting and Analytics
- The support team can generate reports in ServiceNow showing the average time spent on different types of incidents, helping identify areas for process improvement or training needs.
Closing the Incident
- Once resolved, the incident is closed with a note summarizing the actions taken and the total time spent.
