Purpose

Summary

Activity Tracking is used to track IT time spent servicing incidents in ServiceNow. Managers use the feature to report on activities across incidents. Outside of ServiceNow, reports can be combined with hourly salary/rate data to calculate per-incident costs and for recharging clients for IT time. The feature is available to IT practitioners who work within the UC Davis ServiceNow incident management application. 

Prerequisites

To use Activity Tracking, you must be a Fulfiller in the ServiceNow system. Your Fulfiller profile must have the ITIL role assigned to it. 

Steps

Add an Activity

To use activity tracking:

1. Open a previously saved incident in ServiceNow
2. Scroll to the bottom of the form and locate the Activities section. Note: If you are using the tabbed view, click on the Activities tab.  
3. Click the New button to open the activity form.
   
   • You can also click on the plus sign (+) to use in-line editing to fill out the form.
4. Complete the form. Fill in all required fields, indicated by the red asterisk (*):  
   
   • Activity User: If blank, enter the name of the person for whom you want activity tracked
   • Activity Task: If the field is blank, enter the Incident number
   • Duration: Enter the amount of time spent working on the incident
     
     • Days: The number of days or 00 if less than one day 
     • Hours: Three fields are available. At least one must be set to a number greater than zero: 
       
       • Enter hours worked in the left entry field
       • Enter minutes worked in the middle field 
       • Enter seconds worked in the right entry field
   • Description: Enter text that describes the activity (i.e. install laptop, move printer, answer customer's questions)
5. Click Submit & Exit to save and leave the activity form or click Save to save your work and remain in the form.

Reporting on Activities

To see all activities:

1. Select the Incident application menu
2. Click  Activities 

To filter the list of activities: 

1. Click on the filter icon located above the list
2. Use the available button operators (And, Or, Add Sort) to create the filter
3. Click Run to apply the filter and see the results

To export records:

Right-click on a column header, then select Export and choose a format.