Regarding Auto fill time card with time worked entries option in Time Sheet Policy

[Anusha_Rao]

Hi All,

Our customer is already using ServiceNow ITSM module and now we are implementing PPM.

We have installed the plugin to enable Time Card Management feature.

Users in the system are assigned with multiple types of tasks Incidents/Change Requests/Problems/Projects/Project Tasks. So all these assigned tasks are displayed in the Time Sheet Portal.

As per customer, ITSM users are working on multiple incidents / Changes / Problem tasks per week, it is tedious job for them to create time card and log time for each incident. ( They say they don't even remember how much time they spent one each incident)

So I thought of suggesting them to enable the following option in Time Sheet policy.

Auto fill time card with time worked entries

Option to fill in time cards automatically when you enter time in the Time worked field on the Task form. If a time card does not exist for the task, one is created when the time worked is updated if the following conditions are true: You are a time card user. You are assigned to the task through the Assigned to or Additional assignee list field. By default, this option is not selected.

I read about the time worked field in task from: Record time worked (servicenow.com)

But this is not true for all types of tasks except Incidents and even for Incidents there is a chance that they will spend time in finding details than just looking the form incident form. So I don't feel this is right way to track the time spent on any type of tasks.

Experts who have already implemented Time Card Management for ITSM and PPM, please suggest me how can I proceed in this scenario?

Have you enabled the above option in Time Sheet Policy and did it help the customer to log time against various types of tasks? Please throw some light on this topic.

Thanks,
Anusha

[Namita Mishra]

Hi @Anusha_Rao ,

Based on your post, it is clear that the objective is to track the time for strategical & operational work.

Incidents / Problems come under the operational work.

If the goal is to track the effort & the cost incurred on the operational work rather than posting the time sheet for one by one each and every incident, it is better to create the operational resource plan (RPLN) for the group / role / users. For this particular case, it can be KTLO operational RPLN.

Creation of operational RPLNs help in multiple ways:

1) Resource manager can set aside certain capacity of teams (groups) or users or roles for operational work.

2) Once the operational RPLN gets created, the availability of that particular group / user / role gets updated

3) This means the project managers / demand managers get the updated availability rather than seeing the group / users / role 100% available. This provides the clear visibility of the capacity vs availability to all the users in the system and chance of over-allocating (by mistake) gets reduced.

4) Users don't have to remember each and every incident / problem. They can just post the time for the operational RPLN (for example : KTLO) to log their time invested on the operational work.

Hope this helps. Do let me know in case you have more questions.

Thanks,

Namita Mishra

[Anusha_Rao]

Hi @Namita Mishra , 

Thank you so much for your reply. 

Customer wants to track the efforts towards different kinds of operational work type under different operational categories. They doesn't want to log it under KTLO. So I have created the operational categories as per their requirements and I have mapped those operational work type to Time card categories as well.

OOTB, all time cards submitted for tasks after approval creates expense line of type Capex.

But our customer wants to track the cost incurred via time cards for operational tasks/categories as Opex. 

So we need to customize in such a way that all time cards submitted for Other category in Time sheet portal i.e for Operational work type should create expense line of type 'Opex'.  

Can you please suggest me how to handle this scenario?

Thank you,

Anusha