Activity timer log components

  • Release version: Australia
  • Updated May 5, 2026
  • 2 minutes to read
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    Summary of Activity timer log components

    The Activity Timer Log feature, available through theActivity Timer Reporting plugin (snactivitytimerreporting), enables ServiceNow customers to track and report the time agents spend working on cases and interactions. This feature introduces new tables, user roles, UI properties, a script include, and a scheduled job to collect, aggregate, and display time tracking data efficiently within agent workspaces.

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    Key Features

    • Tables:
      • Time Entry [snattimeentry]: Records individual start and stop time transactions for agents working on case or interaction records.
      • Time Entry Aggregated [snattimeentryaggregated]: Stores aggregated data on time spent per case, agent, and record type, facilitating consolidated reporting.
    • User Roles: Adds two roles—snat.admin and snat.agent—to control access and permissions related to the activity timer log.
    • Script Include: The ActivityTimerAggregator script runs every 24 hours, calculating time intervals between start and stop events, and prepares data for aggregation.
    • Scheduled Job: The Activity Timer Reporting Aggregator scheduled job executes daily, aggregates detailed time entries into summary records, and updates the Time Entry Aggregated table.
    • UI Builder Page Properties: Enables configuration of the activity timer in agent workspaces, including:
      • activitytimer: Activates or deactivates the timer component.
      • activitytimercustomtables: Allows specification of custom tables to be tracked.
      • activitytimercasetypeexclusion: Defines case types excluded from time tracking.

    Key Outcomes

    • Accurate tracking of agent work time on cases and interactions, improving visibility into agent activities.
    • Aggregated time data supports performance analysis and reporting in agents’ My Timelog list views.
    • Customizable configuration through UI Builder properties enables tailoring the activity timer to specific organizational needs.
    • Automated daily aggregation ensures up-to-date and consolidated time tracking information without manual intervention.

    The activity timer log feature is available with the Activity Timer Reporting plugin (sn_activity_timer_reporting). This plugin adds user tables, user roles, UIB page properties, a script include, and a scheduled job.

    Tables

    The activity timer log feature adds the following tables.
    Table 1. Activity timer log tables
    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 2. Time Entry [sn_at_time_entry] table
    Field Description
    Attributes Attributes for the entry, such as the record state and short description.
    Record Record type and number.
    Session Session ID.
    Source
    Table The table that stores the record in the Record field.
    Timer running Start and stop times.
    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 3. Time Entry Aggregated [sn_at_time_entry_aggregated] table
    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.

    User roles

    The activity timer log feature adds the following user roles:
    • sn_at.admin
    • sn_at.agent

    Script include

    The ActivityTimerAggregator 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

    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

    The activity timer log feature adds the following UI Builder page properties:
    Table 4. Activity timer log page properties
    Property Description
    activity_timer Enables the activity timer component in the workspace.
    • True: Activity timer is active.
    • False: Activity timer is inactive.
    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.