How to configure to display cumilative sum of hours worked on Time Worked Related tab of a RITM

[DushanthaB]

hi 
When servicedesk engineer works under a RITM or Incident the amount of hours work on each day is listed under the "Time Worked" related tab under the ticket as shown 

I have seen for sum ticket the cumulative sum of "Hours worked"  column is displayed at the end of list labeling 'Sum' , But some tickets does not show as such.

I have tried to configure the column option >lList Calculations > and selected the Total Value Checkbox.
But it did not resolve my issue.

Please advice how I can add the cumulative sum of Hours worked under a task.

[ajmalmuhamm]

Hi @DushanthaB , 
Based on my knowledge i Guess, the Sum row is only displayed when the list and field support list calculations. If enabling List Calculations → Total Value didn't resolve it, check the following:

• Ensure the Hours Worked field is a numeric field (Decimal/Integer/Duration) that supports aggregation.

• Verify you're looking at the same list view and related list configuration as the tickets where the sum appears.

• Check whether a personalized list or different view is affecting the related list.

• If this is in a Workspace, note that list calculations are not always supported the same way as in the classic UI.

If the behavior is inconsistent for the same related list, compare a ticket where the Sum is displayed with one where it isn't (same view, same related list, and same user). Also verify whether any list personalization or customizations are affecting the related list configuration.

[RaghavendraGund · Accepted solution]

Hello @DushanthaB 

I replicated this in my PDI. 

List calculations are stored per list layout, and each form gets its own — the Time Worked related list on an Incident and on a RITM are separate layouts with independent settings.

did you tick Total value while on a RITM form, or on an Incident? Your screenshot shows the dialog open on INC1282813, and the box is unticked there.

To check what's already configured, open sys_ui_list, filter Table = task_time_worked, and look at the Parent column. A row with parent = sc_req_item means the RITM's list has its own layout; if there's no such row, it's never been configured.

To set it: open a RITM --->Time Worked related list --> right-click the Hours Worked header --> Configure --> List Calculations --> tick Total value --> OK

Note: my PDI doesn't have your custom hours worked field, so my screenshots use the OOB Time worked duration column.I think the calculation behavior is identical only display format differs.
Please refer screenshots, Also please do cache.do after changing the settings and then Reload the RITM.

Please Click Helpful, if my Reply added any Value.

[ajmalmuhamm]

Hey @DushanthaB ,

The Sum row is only displayed when list calculations are supported and the related list is configured correctly. Since you've already enabled List Calculations → Total Value, I'd suggest checking the following:

• Verify that the Hours Worked field is a numeric field (Decimal/Duration) that supports aggregation.

• Compare the related list configuration between a record where the Sum is displayed and one where it isn't (same view, same user, and same related list).

• Check whether any personalized list settings or different views are affecting the related list.

• If you're viewing the record in a Workspace, be aware that list calculations are not always supported in the same way as the classic UI.

If everything is configured identically and the behavior is still inconsistent, it may be worth checking for any customizations or raising a ServiceNow support case, as this could be a platform-specific issue rather than a configuration problem.