Policies,Administrative,UWHC,Department Specific,Information Services

Time Tracking (AD-POL-012)

Time Tracking (AD-POL-012) - Policies, Administrative, UWHC, Department Specific, Information Services


Administrative Departmental Policy
This department-specific policy applies to the operations and staff of the Information Services
Department of the University of Wisconsin Hospitals and Clinics Authority as integrated effective July 1,

Policy Title: UW Health IS Time Tracking Policy
Policy Number: AD-POL-012
Effective Date: 11/4/2016
Chapter: Information Services
Version: Revision

This policy describes time tracking best practices for UW Health staff, to improve understanding
of how resources are being used and thus appropriately meet business critical needs. The goal is
to achieve future planning benefits, including:
ξ More accurate cost estimates.
ξ More accurate delivery dates.
ξ Appropriate staff head count.
ξ Visibility to system maintenance needs.


All UW Health Information Services employees are required to track their time in the
ServiceNow time tracking application. Exceptions are Help Desk and Paging staff who do not
need to track time due to the nature of their work.


Time cards are used to record time worked on tasks and activities within ServiceNow. These
records are important for the organization to see where resources are being spent. Time cards can
be created and linked to specific task records (Request Item TASKS, PRJTASKS, CHGTASKS,
etc.) and activities not specific to tasks. ServiceNow offers a variety of ways to create time cards,
including automatically creating time cards for open tasks each week and manually creating time
cards for other work.

A. Type of Time Tracked Work

Tracking time within ServiceNow is a straightforward process. There are two types of work that
are time tracked:
ξ Work related to specific tasks (change or project)
ξ Work not related to a specific task:
o Admin
o Holiday/Vacation/Sick
o Maintenance
o Miscellaneous Meetings (not related to work or projects)

o On-Call/Incident/Problem
o Training and Conferences.

B. Time Card Field Definitions
The following figure shows a typical time card.

The fields shown are defined as follows:

1. User: Normally the user is the person who created the time card, but is the person the time
applies to
2. Assignment group: The group this time applies to.
3. Week starts on: Time cards are sorted by the Sunday of the current or previous week. Any
current time card created during the week populates with the Sunday of that week. If you
need to create a time card for a previous week, you need to manually select the Sunday of that
4. Time Billable To: The external organization or partner that could be charged for this time.
5. Category: Time cards connect to a type of task or activity, selected from this dropdown list.
6. Task: If the time card is connected to a specific task, it can be linked here. However, most
tasks are automatically created during the current week when a task is assigned to you.
7. Time Card Type: The type of time that this time should be sub-categorized as. This is set
by the type of record the parent record is, and is used mainly reporting purposes.
8. Configuration Item: If a time card is for a specific configuration item (i.e., an application), it
can be linked here.
9. Entry Description: Additional information about a specific time card record can be recorded
here. Required if tracking for a non-UW entity.
10. Sunday–Saturday: Enter your hours for time worked each day in these fields.
11. Total: This read-only field sums all hours worked for the week of the time card and displays
the total hours worked.
12. Trackable Field.

C. Adding Time to a Time Card

Hourly entries can be entered into time cards in one of two ways.

1. Within time cards:
a. By double-clicking the day for the appropriate record directly from the List view.
b. By clicking on the link under the column Week starts on for the appropriate task.
2. Within Change or Project under the Time Cards tab:
a. By double-clicking the day for the appropriate record directly from the List view.
b. By clicking on the link under the column Week starts on for the appropriate task.

Note: Time entries need to be overwritten to reflect the correct number of hours worked that day.
For example, if you entered 1 hour earlier in the day, and then worked another two hours on the
same request later in the day, update the value to 3.

D. Best Practices

UW Health staff should adhere to the following time tracking best practices:

ξ Time should be recorded in increments no shorter than 15 minutes.
ξ All IS staff, including IS management, are expected to enter all time spent working each
ξ Direct IS managers and supervisors are responsible for ensuring, on a weekly basis, that
the hours of their staff are recorded accurately.
ξ Project managers must verify the Actual Hours against the Estimated Hours for projects
being managed.
ξ Time should not be logged on Change Tasks, Action Items, Decisions, or Issues. Instead
use the appropriate Time Card Category, as described in the next section.
ξ Add to the Trackable To field is the work was for a non-UW entity.

E. Time Card Categories

There are seven time card categories in the ServiceNow time tracking application that staff
members use to log their time.

1. Holiday/Vacation/Sick: Used to log paid time for any holiday, vacation, or sick time used.
2. Maintenance: Used to log time for recurring or scheduled work to support system integrity.
Examples include:
ξ System reboots due to monthly Windows Updates.
ξ Server updates.
ξ Certificate updates.
ξ Monitoring of error logs.
ξ Monthly SUs.
3. Misc Meetings (non-WR or Project): Used to log time spent in a meeting not related to an
assigned project or request. This includes travel time and time spent preparing for or
following up on action items from the meeting.
4. On-Call/Incident/Problem: Used to log all time spent on call or on resolving incidents or
problems. You do not need to enter time on individual incidents in ServiceNow, unless
directed by your manager to do so.
5. Task Work (TASK): This category is defaulted into all non-maintenance work request
related tasks. Time recorded to a task includes meeting time, travel time, and time spent
preparing for or following up on action items from the meeting.

6. Training and Conferences: Used to log time for any training (attended or facilitated),
conferences, or time spent earning a professional certification. Examples include:
ξ Professional conferences.
ξ New employee training.
ξ Web-based training.
7. Admin: Used to log time not related to any of the categories above.


Time Tracking Application in ServiceNow


UW Health IS Time Tracking Procedure (AD-PRO-012)


Sr. Management Sponsor: UW Health IS CIO
Author: IS Director – Project Management
Reviewer(s): UW Health IS Directors

Approval Committee: UW Health IS Directors

UW Health CIO

Revision Detail:

Previous revision: 11/4/2016
Next revision: 11/4/2018