---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Activity timer log components

# Activity timer log components {#ariaid-title1}

Release version: Australia  
Updated September 21, 2026  
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## Summary of Activity timer log components

The Activity Timer Log feature, part of the Activity Timer Reporting application in ServiceNow, enables tracking and reporting of the time agents spend working on cases and interactions.
It introduces specific tables, roles, UI components, and scheduled jobs to capture, aggregate, and present time tracking data efficiently within the Customer Service Management (CSM) Configurable Workspace.
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## Key Components

* **Tables:** Two primary tables are added:
  * **Time Entry \[snattimeentry\]:** Logs individual start/stop time transactions for agents working on records such as cases or interactions.
  * **Time Entry Aggregated \[snattimeentryaggregated\]:** Stores aggregated time data per case, agent, and record type, summarizing total time spent. This data is automatically deleted after 31 days.
* **User Roles:** Two roles support this feature:
  * **snat.admin:** Administrative access to the activity timer components.
  * **snat.agent:** Agent-level access to time tracking capabilities.
* **Script Include:** The *TimeTrackerAggregator* runs daily, processing all time entry transactions to calculate the duration agents worked on each record. It is triggered by a scheduled job.
* **Scheduled Job:** The *Activity Timer Reporting Aggregator* runs every 24 hours to aggregate data from the Time Entry table into the aggregated table, enabling reporting and visualization.
* **UI Builder Page Properties:** These properties allow configuration of the activity timer in the workspace:
  * **activitytimer:** Enables or disables the activity timer component.
  * **activitytimercustomtables:** Defines custom tables to include in the activity timer logging.
  * **activitytimercasetypeexclusion:** Specifies case types to exclude from logging.

## Practical Benefits for ServiceNow Customers

* Provides detailed visibility into how long agents spend working on cases and interactions, supporting productivity analysis and operational insights.
* Automated aggregation and reporting streamline management oversight without manual data processing.
* Configurable exclusions and custom tables allow tailoring to specific organizational processes and data models.
* Integration with CSM Configurable Workspace ensures a seamless user experience for agents and administrators.  
The activity timer log feature is available with the Activity Timer Reporting application. This application adds user tables, user roles, UIB page properties, a script include, and a scheduled job.

## Tables {#activity-timer-log-components__time_tracker_tables}

The activity timer log feature adds the following tables.{#activity-timer-log-components__table_ynb_rsw_z3c__entry__2}

| Table | Description |
|-|-|
| Time Entry \[sn_at_time_entry\] | Records the time that an agent spends working on case and interaction records. Each start and stop transaction has a time associated with it. |
| Time Entry Aggregated \[sn_at_time_entry_aggregated\] | Aggregates the data stored in the Time Entry table. This aggregation records the time spent per case, agent, and record type. |
[Table 1. Activity timer log tables]

{#activity-timer-log-components__table_ynb_rsw_z3c}  
{#activity-timer-log-components__table_p13_gtw_z3c__entry__2}

| Field | Description |
|-|-|
| Attributes | Attributes for the entry, such as the record state and short description. |
| Record | The record type and number. For example, Case: CS0001008. |
| Session | The session ID. |
| Source | The record page that the agent was using in CSM Configurable Workspace. |
| Table | The table that stores the record in the Record field. |
| Timer running | The start and stop times for the entry. |
| Timestamp | The timestamp for the start and stop times. |
| Transaction | The transaction ID for a start/stop pair. |
| User | The name or role of the user who worked on a record. |
[Table 2. Time Entry \[sn_at_time_entry\] table]

{#activity-timer-log-components__table_p13_gtw_z3c}  
{#activity-timer-log-components__table_u5g_d2y_z3c__entry__2}

| Field | Description |
|-|-|
| User | The name or role of the user who worked on a record. This is a reference to the sys_user table. |
| Record | Record number. |
| Record Type | Record type, such as case or interaction. |
| Short Description | Short description of the record. |
| Start Time | Time that the agent started working on the record. |
| End Time | Time that the agent stopped working on the record. |
| Total Time Logged | Total time that the user spent working on the record, displayed in the following format: * In seconds for durations under a minute * In minutes for durations of one hour or less * In hours and minutes for durations of more than one hour |
[Table 3. Time Entry Aggregated \[sn_at_time_entry_aggregated\] table]

{#activity-timer-log-components__table_u5g_d2y_z3c}  
Note:  
Data in the Time Entry Aggregated table is automatically deleted 31 days after it is created.

## User roles {#activity-timer-log-components__time_tracker_user_roles}

The activity timer log feature adds the following user roles:

* sn_at.admin
* sn_at.agent
{#activity-timer-log-components__ul_zqr_nv2_1jc}

## Script include {#activity-timer-log-components__time_tracker_script_include}

The TimeTrackerAggregator script include:

* Runs every 24 hours and records all the transactions from the Timer Entries table.
* Is invoked by the Activity Timer Reporting Aggregator scheduled job.
* For each record, calculates the time between each start and stop on the record.

## Scheduled job {#activity-timer-log-components__time_tracker_scheduled_job}

The Activity Timer Reporting Aggregator scheduled job runs once every 24 hours and generates a report. It creates an aggregation of the records stored in the Time Entry table and stores this data in the Time
Entry Aggregated table. The aggregated data is displayed in the agent's My Timelog list view.

## Page properties {#activity-timer-log-components__time_tracker_page_properties}

The activity timer log feature adds the following UI Builder page properties:{#activity-timer-log-components__table_d4c_1wd_cjc__entry__2}

| Property | Description |
|-|-|
| activity_timer | Enables the activity timer component in the workspace. * True: Activity timer is active. * False: Activity timer is inactive. {#activity-timer-log-components__ul_j5n_2wd_cjc} |
| activity_timer_custom_tables | Specifies custom tables for the activity timer log feature. |
| activity_timer_case_type_exclusion | Specifies case types excluded from the activity timer log feature. |
[Table 4. Activity timer log page properties]

{#activity-timer-log-components__table_d4c_1wd_cjc}