Calculate

[AndrewWrigh]

We currently have a workbook that we currently update minutes used on incidents for out third-party developer, we use this workbook to monitor the number of service minutes available used and remaining.   We want to move this into Service now. We plan to create a task to log the incidents, and manually enter the number minutes into a newly created field named ‘Minutes used’  -  this will be enacted when the ticket is closed with the third party.  Would it be possible to create a report that calculates the total of 'Minutes used' for tickets created, and possibly show what remaining minutes are available for commitment i.e 2k minutes used over 25 tickets, 3k remaining to be taken.

[Mark Manders]

You can use the OOB 'time worked' field that is on task level and you can create reports on that field.

[AndrewWrigh]

Hi Mark.  We have considered using the 'time worked' field however as this is configured OOB as a timer it would not fit the requirements without creating some discrepancies in the reporting. If the timer can be configured to not automatically run when the ticket is created or interacted with while it remains open, then it maybe the right solution. Alas I feel adjusting this field at the task level could also indirectly impact any other reporting setup OOB. 

[AndrewWrigh · Accepted solution]

Doing some additional research I have found we can use the 'Duration' field instead, which provides same practical features without the incorporation of the timer functionality, and over-riding the attributes customise the max units that we will record  on the ticket. Thanks for the help.