Configuring Time Recording for Field Service

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Configuring Time Recording for Field Service

    Time recording in Field Service enables agents to log hours worked on tasks and activities efficiently. This optional feature automates the creation of time cards and time sheets, streamlining approval processes for managers. It enhances the Time Card Management and Cost Management applications by integrating their functionality with Field Service Management.

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    Key Features

    • Agents can record time directly from the Work Order Task form or via the Time Worked form for other activities like meetings or training.
    • Time entries automatically generate time cards categorized by work type, which are grouped into weekly time sheets.
    • Managers can set up rate types and labor rate cards, view expense lines, and approve or reject time sheets.
    • Agents can modify recorded hours even after time sheets are approved; this causes the time sheet to revert to a pending state and new time cards to be generated.
    • Adding new time worked entries to an approved time sheet for the same week creates a new time sheet record.
    • The Time Sheet policy governs automatic creation/modification of time cards for users with the wmagent role, allowing administrators to disable it per user if needed.
    • Field Service-specific views on Time Card and Time Sheet forms tailor the UI for users with wmagent and wmmanager roles by simplifying actions and showing relevant related lists.

    Configuration Steps

    • Activate the Time Recording for Field Service feature.
    • Install the com.snc.wmtimerecording plugin (requires admin role).
    • Create and configure time recording categories to accurately track various Field Service activities, such as "Training."

    Benefits for ServiceNow Customers

    By configuring time recording for Field Service, customers can reduce manual time tracking efforts for agents, improve accuracy in labor cost management, and streamline manager oversight of time entries and approvals. The integration with existing Time Card and Cost Management applications ensures consistent and automated processing of time data, enhancing operational efficiency and financial tracking within Field Service Management.

    Agents record time worked on tasks and activities. Time recorded entries automatically generate time cards and time sheets for approval by managers. Configuring time recording is optional, but will save Field Service agents from having to record their time manually.

    The time recording feature extends the functionality of the Time card management application to Field Service Management. Agents can record time worked on tasks from the Work Order 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 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 application to Field Service Management. Managers can view and create rate types and labor rate cards and also view expense lines. Time sheets use labor rate cards to determine costs.

    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 Sheet policy

    For users with the wm_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 administrator can disable the auto creation of time cards for a specific user with the wm_agent role by creating a separate Time Sheet policy for that user.

    Field Service view

    The Time Card form and the Time Sheet form have a Field Service view. For users with the wm_agent and wm_manger roles, this view:
    • Removes the Generate Time Cards UI action.
    • Displays the Time Worked related list on the Time Card form.

    Configuration overview

    The steps for setting up Time Recording for Field Service are:

    1. Activate Time Recording for Field Service

      Install the Time Recording for Field Service plugin (com.snc.wm_time_recording) for if you have the admin role.

    2. Configure time recording categories for Field Service Management

      Create time recording categories to accurately track the work that Field Service technicians do. For example, you may want to create a category called Training if there are regular trainings technicians complete.