---
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


---

# Time recording for Customer Service Management

# Time recording for Customer Service Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Time recording for Customer Service Management

The Time Recording feature in Customer Service Management (CSM) enables customer service agents to accurately record hours worked on cases, case tasks, and other related activities.
This functionality integrates with Time Card Management and Cost Management applications to automate the creation of time cards, time sheets, and expense lines for managerial approval and cost tracking.
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## Key Features

* **Time Recording by Agents:** Agents with the `sncustomerserviceagent` role can log time spent on case-related tasks directly from Case or Case Task forms, as well as other activities like meetings or training via the Time Worked form.
* **Automatic Time Card and Time Sheet Generation:** Time worked entries generate time cards per task and work category, which are then consolidated into weekly time sheets.
* **Managerial Approvals and Cost Management:** Managers can approve or reject time sheets, set labor rate cards to define cost rates for different activities, and convert approved time sheets into expense lines.
* **Flexible Time Card Adjustments:** Agents may modify recorded hours even after approval; such changes revert the time sheet to a pending state and create new time cards.
* **Role-Based Access:** Time recording introduces specific roles:
  * `timecarduser`: Allows agents to record and manage their own time entries.
  * `timecardadmin`: Enables managers to review, approve, or reject time sheets for agents within their assignment groups.
* **System Properties and Policies:** The feature is controlled by system properties and the Time Sheet Policy, which governs automatic creation of time cards from time worked entries and default hourly rates.
* **Labor Rate Cards:** Default labor rate cards (e.g., CSM Rate Card) are provided, with options for administrators to create additional cards to reflect different cost structures.

## Practical Benefits for ServiceNow Customers

* Streamlines time tracking and cost accounting for customer service operations within ServiceNow CSM.
* Improves accuracy and transparency of labor costs associated with customer service cases and activities.
* Supports compliance and audit requirements by maintaining detailed, manager-approved records of time worked and associated expenses.
* Enhances operational efficiency by automating time card and expense generation linked directly to case work.
* Provides granular control over time recording policies and cost rates, enabling tailored configurations per organizational needs.  
Record time worked on cases and case tasks. Time worked entries automatically generate
time cards and time sheets for manager approval.

Customer service agents (users with the sn_customerservice_agent role) can record time worked
on case-related activities, create time cards and time sheets, and submit for approval. Managers
can approve time sheets, define cost rates for different types of activities, and convert to
expense lines.

The time recording feature extends the functionality of the
[Time Card Management](https://www.servicenow.com/docs/access?context=time-card-management&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)
application to Customer Service Management.
Agents can record time worked on cases and tasks directly from the Case or Case Task form and
time spent on other activities, such as meetings or training, from the Time Worked form. Time
worked entries automatically create time cards for each task and selected work category. Time
cards are automatically included in a weekly time sheet.

The time recording feature also extends the functionality of the
[Cost Management](https://www.servicenow.com/docs/access?context=r_CostManagement&version=brazil&pubname=brazil-it-business-management&ft:locale=en-US)
application to Customer Service Management. Customer
service managers can create labor rate cards, which define different cost rates for different
activities. Time sheets use
[labor rate cards](https://www.servicenow.com/docs/access?context=c_TaskAndLaborRateCards&version=brazil&pubname=brazil-it-business-management&ft:locale=en-US)
to determine costs and to generate expense lines.

Agents can modify the hours recorded on time cards. Once a time sheet is approved and a time
card is processed, the agent can still go back and modify the time worked. The time sheet reverts
to the Pending state and new time cards are created. If an agent adds more
time worked records to an approved time sheet for the same week, a new time sheet record is
created for the current week.

Managers can view time worked records, time cards, and time sheets for agents in their
assignment groups, as well as approve and reject time sheets. After a time sheet is approved, the
system processes the time cards and uses rate cards based on the time card category to create
expense lines.

## Time recording plugin {#customer-service-time-recording__section_mf2_d2k_mbb}

The time recording feature requires the Customer Service Management plugin
(com.sn_customerservice) and the Time Recording for Customer Service plugin
(com.snc.csm_time_recording).

## User roles {#customer-service-time-recording__section_ys1_w1l_mbb}

The time recording feature adds the following roles.  
{#customer-service-time-recording__table_rwn_rlq_mbb__entry__2}

| Role | Description |
|-|-|
| Time card user \[timecard_user\] | Record time worked on cases and tasks. View, modify, and delete time worked entries on time cards and submit time sheets for approval. Users with the customer service agent (sn_customerservice_agent) role inherit the timecard_user role. This role restricts access to the time sheets, time cards, and time worked records created by the agent. |
| Time card administrator \[timecard_admin\] | Review, approve, and reject time sheets for customer service agents. Users with the customer service manager role (sn_customerservice_manager) inherit the timecard_admin, timecard_approver, and timecard_manager roles. This role restricts access to the time sheets, time cards, and time worked records created by the agents in a manager's assigned groups. |
[Table 1. Time recording user roles]

{#customer-service-time-recording__table_rwn_rlq_mbb}

## System properties {#customer-service-time-recording__section_byb_z2k_mbb}

The time recording feature adds the following properties.  
{#customer-service-time-recording__table_o4n_zsq_mbb__entry__2}

| Property | Description |
|-|-|
| com.snc.time_card.time_worked | Enables the time recording feature for Customer Service Management. The default setting is false. Note: This property has been replaced by the Auto fill time card with time worked entries field on the Time Sheet Policy form. When this field is enabled, the user's time card is auto-filled with the information from their time worked entries. |
| com.snc.time_card.default_rate | The default hourly rate used when processing time cards if a rate from a labor rate card is not available. |
[Table 2. Time recording system properties]

{#customer-service-time-recording__table_o4n_zsq_mbb}

## Time Sheet policy {#customer-service-time-recording__section_vtb_sl1_c1b}

The time recording feature uses the Default time sheet policy.

For users with the sn_customerservice_agent role, creating time worked records automatically
creates or modifies time cards regardless of the setting for the
com.snc.time_card.time_worked system property. The time sheet policy
controls this functionality. The system administrator can disable the auto-creation of time
cards for a specific user with the sn_customerservice_agent role by creating a separate time
sheet policy for that user.

## Labor rate cards {#customer-service-time-recording__section_pj3_kql_pbb}

The time recording feature provides one labor rate card: CSM Rate Card (Default).

If needed, system administrators can create additional labor rate cards. Navigate to CostCostsLabor Rate Cards and click New to create a labor rate card.

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