Hi everyone,
I’m currently working on generating expense lines in ServiceNow based on workforce / time worked, and I’m struggling to clearly understand how labor costs are actually determined.
From different documents and community posts, I see references to multiple possible sources for the hourly cost of a resource, such as:
Labor Rate Cards
Rate Models
Role Rates
Group Rates
Default Rates
What is confusing to me is:
What is the exact order of precedence when ServiceNow determines the hourly rate?
In which scenarios should each of these be used?
How do these elements interact when more than one applies to the same user (e.g. user has a role rate, belongs to a group with a rate, and there is also a labor rate card)?
My goal is to understand how ServiceNow calculates the final cost when converting worked hours into expense lines, so I can configure this in a predictable and maintainable way.
If anyone could explain the hierarchy or share a concrete example of how ServiceNow resolves the labor rate, I’d really appreciate it.
Thanks in advance!
