--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Activity timer log # Activity timer log {#ariaid-title1} Release version: Brazil Updated September 18, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Activity Timer Log The Activity Timer Log feature in CRM Workspace automatically tracks the time agents spend working on cases and interactions. It monitors agent activity by detecting when agents are actively working on a record and pauses timing when they navigate away or become inactive. This helps organizations accurately capture time spent on customer service tasks for better project tracking and performance insights. Show full answer Show less ## Key Features * **Automatic Time Tracking:** The timer starts when an agent creates, opens, or returns to a case or interaction record, and pauses when the agent leaves the tab, closes the case, assigns it to another user, becomes inactive for two minutes, or logs out. * **Timer Component:** Visible in the record header next to the short description, this component shows the elapsed time on the current record and allows agents to monitor their active work duration. * **Time Entry Records:** Start and stop entries are logged in the Time Entry table, capturing precise work intervals. A scheduled job aggregates this data daily into the Time Entry Aggregated table for reporting. * **My Timelog List:** Agents can access their logged time entries through the Timelog \> My Timelog list in CRM Workspace. This list shows detailed fields such as User, Record, Record Type, Start Time, End Time, and Total Time Logged, with filtering options to review specific records or time periods. * **Plugin Activation:** The feature requires activation of the Activity Timer Reporting application (snatrpt) along with its dependency, the Activity Timer application (snat). It is not enabled by default and must be configured before use. * **Supported Record Pages:** The timer is available on various CRM Workspace record pages including CSM default, front-line cases, and multiple interaction record types (email, voice, chat). ## Benefits for ServiceNow Customers Implementing the Activity Timer Log enables customer service managers and agents to gain precise visibility into time spent on cases and interactions, enhancing productivity tracking and operational insights. The automatic start/stop timing reduces manual effort, helping agents focus on customer support while ensuring accurate time capture for reporting and analysis. The activity timer log feature automatically tracks the time that agents spend working on cases and interactions in CRM Workspace. The feature monitors agent activity, pauses when agents navigate away from records, and provides detailed time reports for project tracking. ## Activity timer log overview {#csm-config-ws-time-tracking__section_i2d_cjw_z3c} The activity timer log feature monitors agent activity and automatically tracks the time that agents spend working on case and interaction records. When the feature is active, agents can see the timer component in the record header. This component displays how much time has passed on the current record. The timer component can detect when an agent is actively working on a record and when the agent moves away from the tab. The timer automatically pauses when the agent navigates away from the tab and resumes when the agent returns to the tab. Start and stop entries in the Time Entry table mark when an agent is actively working on a case or interaction. * A start entry is created when an agent: * Creates a case or interaction * Opens a case or interaction * Returns to a tab in the workspace and continues working on a record. Note: This requires a manual page refresh. When an agent returns to a tab, the system displays the following message: "Time tracker is paused due to inactivity. Refresh the page to resume the timer." {#csm-config-ws-time-tracking__ul_ujf_3t2_1jc} * A stop entry is created when an agent: * Leaves a tab in the workspace and selects another tab * Closes a case * Assigns a case or interaction to another user * Is inactive on the current tab for two minutes * Logs out {#csm-config-ws-time-tracking__ul_glp_5t2_1jc} {#csm-config-ws-time-tracking__ul_cvj_2t2_1jc} The Time Entry table stores the start and stop events and the time captured for each start and stop pair. The system runs a scheduled job every 24 hours that aggregates this information and stores it in the Time Entry Aggregated table. Agents can view this aggregated time data in the [My Timelog list](https://www.servicenow.com/docs/8Z16GVYW9LIfTkYH2iQuPQ#csm-config-ws-time-tracking__time_tracker_my_timelog_list). ## Timer component {#csm-config-ws-time-tracking__time_tracker_agent_features} When the system administrator configures the activity timer log feature, the timer component appears in the record header next to the short description. Agents can use this timer to view the time elapsed on a record. Figure 1. Case page with timer component ## My Timelog list {#csm-config-ws-time-tracking__time_tracker_my_timelog_list} For customer service agents and consumer agents, the List view in CRM Workspace includes the TimelogMy Timelog list. * Select My Timelog to view records you have worked on. The entry for each record includes these fields: * User * Record * Record Type * Short Description * Start Time * End Time * Total Time Logged {#csm-config-ws-time-tracking__ul_nnd_4x2_1jc}The Total Time Logged field displays the time worked for a Start Time and End Time pair. There can be multiple entries for a record. * Select a record in the Record column to open the related record form. {#csm-config-ws-time-tracking__ul_l4l_vw2_1jc} The My Timelog list includes these default filter conditions: * Start and end time: Yesterday's data appears by default. * User: The current logged-in user. Agents can only view their own data. {#csm-config-ws-time-tracking__ul_hjj_1x2_1jc} Agents can filter and sort the information in this list to see different views. For example, agents can view all of the entries for a single record or the total time worked on a record. For more information, see the table descriptions in [Activity timer log components](https://www.servicenow.com/docs/xLfcVxspKNmLFCy3f2_FTg#activity-timer-log-components__time_tracker_tables). ## Plugin {#csm-config-ws-time-tracking__time_tracker_plugin} The activity timer log feature is available with the Activity Timer Reporting application (sn_at_rpt). This application has a dependency on the Activity Timer application (sn_at). Note: Activate the activity timer log feature before use. It is not active by default. For more information about activating the plugin and configuring this feature, see [Configure the activity timer log](https://www.servicenow.com/docs/PTazKWhoNyymBv8pDQhlDw "Configure the activity timer log to appear on selected record pages in CRM Workspace."). ## Record pages with the activity timer log feature {#csm-config-ws-time-tracking__time_tracker_record_pages} The activity timer log feature is available on these [record pages](https://www.servicenow.com/docs/PqjAPUm~IxWPPJIJfiEp0g "A record page provides the base structure for how a record is displayed in CRM Workspace. This includes records such as cases, tasks, and interactions.") in CRM Workspace: * CSM default record page * Front-line case page * CSM Interaction record page * Email interaction record page * CSM voice interaction record page * CSM centered chat interaction record page {#csm-config-ws-time-tracking__ul_czr_33s_hjc} *[\>]: and then