Report working times from case table and incident table

[itspezi1]

Hi Team,

How can I evaluate the time cards together? We book the working times in the incident and on the case. Now we need a dashboard to display both.

Table:

Time Card Daily 

task_time_worked

who can give me some ideas?

BR 

[Deepak Shaerma · Accepted solution]

Hi @itspezi1 

To create a comprehensive dashboard displaying time worked on both incidents and cases in ServiceNow, you’ll need to ensure that time worked (booked as time cards) across both entities can be visualized together. This typically involves aggregating or querying data from the task_time_worked table (or similar, depending on your setup) where time cards are logged.

Here’s a step-by-step approach to achieve this:

### Step 1: Confirm Data Structure
First, ensure you understand the structure of your time tracking. Usually, time cards are linked to tasks through a reference field. Confirm that your incidents and cases are properly linked to the time cards through the task reference field in the task_time_worked table or its equivalent in your setup.

### Step 2: Identify Common Fields
Identify common fields that incidents and cases share, which you’d like to display on the dashboard. Typically, this could include fields like ‘Short description,’ ‘State,’ ‘Assigned to,’ and the ‘Time Worked.’ The ‘Time Worked’ might need to be aggregated.

### Step 3: Create a Report or Multiple Reports
Create one or more reports to fetch and visualize the time worked data. Here are a few options depending on your exact needs:

#### Option A: Combined Report (if structure allows)
If incidents and cases are types of a broader “Task” table or if you can query them together due to your setup, create a single report:

1. Report Type: Choose a report type appropriate for your visualization needs, e.g., List, Bar, Pie, etc.
2. Table: Depending on how your data is structured, you might directly choose the task_time_worked table or start with a broader “Task” table and filter down.
3. Conditions: Apply conditions to only include incidents and cases. Use the ‘Type’ or similar field to differentiate between incidents and cases.
4. Aggregation: For displaying time worked, aggregate the ‘Time Worked’ field based on your requirements (e.g., Sum, Average).

#### Option B: Separate Reports and Combined Dashboard
If creating a combined report isn’t straightforward due to your data structure, create separate reports for incidents and cases and then display them together on a dashboard:

1. Create Separate Reports: One report for time worked on incidents and another for cases. Select appropriate filters and aggregations.
2. Dashboard Creation: Navigate to Self-Service > Dashboards. Create a new dashboard or edit an existing one. Add the reports you’ve created to this dashboard.

### Step 4: Configure Permissions
Ensure the dashboard and reports have the correct permissions set so that the intended audience can view them.

### Step 5: Test and Iterate
Review the dashboard with end-users (such as managers or team members) to ensure it meets their needs. Iterate based on feedback.
Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
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Thanks & Regards 
Deepak Sharma