Configuring Time Recording for Field Service

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Configuring Time Recording for Field Service

    This feature allows Field Service agents to efficiently record the time they spend on various tasks and activities directly within the ServiceNow platform. Time entries automatically generate time cards and time sheets, streamlining the process of time tracking and approval. While optional, configuring time recording minimizes manual time entry efforts for agents and integrates with Field Service Management and Cost Management applications.

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    Key Features

    • Time Recording Integration: Agents can log time on Work Order Tasks and other activities like meetings or training using the Time Worked form.
    • Automatic Time Cards and Time Sheets: Time worked entries create time cards by work category, which automatically roll up into weekly time sheets for managerial approval.
    • Cost Management Integration: Managers can define rate types and labor rate cards, view expense lines, and use labor rates from time cards to calculate costs.
    • Flexible Time Modifications: Agents can update hours on time cards even after time sheets are approved; this action reverts the time sheet to Pending and generates new time cards.
    • Time Sheet Policy Controls: Auto-creation of time cards for users with the wmagent role is governed by the Time Sheet policy, allowing administrators to customize behavior per user.
    • Field Service-Specific Views: The Time Card and Time Sheet forms offer a specialized Field Service view that simplifies the interface for users with wmagent and wmmanager roles.

    Configuration Steps

    • Activate the Time Recording for Field Service capability within the platform.
    • Install the Time Recording for Field Service plugin (com.snc.wmtimerecording) as an administrator.
    • Create and configure time recording categories tailored to Field Service work, such as "Training," to accurately track various technician activities.

    Benefits for ServiceNow Customers

    Implementing this configuration enables Field Service organizations to automate and simplify time tracking, ensure accurate labor cost calculations, and provide managers with control over time sheet approvals. It enhances operational efficiency by reducing manual processes and improving visibility into how Field Service agents spend their time.

    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.