Billable hours

[jemcq]

Is there an out-of-the-box solution in ITSM to capture billable hours/time worked against a request/request item that rolls-up to the request level?

The request item level price rolls-up to the request level price from catalog selections, but hours worked captured at the request item level or catalog request level doesn't roll-up to the request level.  As an example, I would like to associate the billable hours worked against an application development service from the catalog.

I'm open to any no-code or low-code solution too.

Thanks - Jeremy

[Priyanka Teke1]

Hello Jeremy,

There is a table called task_time_worked. This is where the built in timer reports it data but we instead manually create records.

Please update if this answers your question.

Regards,

Priyanka

[Andrew_TND]

Sounds like me like you need to dot walk your report back to the request level.

Its really simple on the add additional columns page navigate to the task field, open it up and then select the information from the parent ticket.




Please mark as helpful or if its resolved your issue please mark as correct

[jemcq]

Thank you for your response.  I do understand the dot walk concept, but I don't see how this will calculate the price roll-up.  I'm using a dev environment in Developer.  Within a request I can select a "Add New Item" UI Action.  After selecting the new item, the Price (total request price) at the request level is updated with the price of the additional request item.  I'm guessing there is procedure(s) running after an update event to add/subtract the changes at the request record.  I'd like to mimic this functionality at the catalog task level and cascade the update to the request item and request levels.  I hope this adds more clarity. - J

[Andrew_TND]

So I can get this right, your looking to calculate the total amount of the price from the catalog request items so it shows on the parent request?