Administrative Departmental Procedure
This department-specific procedure 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 Procedure
Policy Number: AD-PRO-012
Effective Date: 5/18/2016
Chapter: Information Services
This procedure describes how to track employee time in ServiceNow.
Time cards are created in one of two ways:
A. Creating Time Cards Automatically
1. Anytime you are assigned a task, a time card is automatically created and assigned to you.
This applies to the current week only.
a. Tasks include Change, Project, and Request Items.
b. Incident and Problem tasks are not auto-created, but on-call analysts should follow
the instructions below under Entering Hours into the On-Call/Incident/Problem
Bucket to document the overall time spent on various tasks while on-call.
2. Some tasks require work beyond a single work week. Even though it is the same task, a new
time card needs to be created each week for that task. ServiceNow allows you to create a time
card template to simplify creation of a new time card each week for open tasks or activities.
B. Generating an Automatic Weekly Time Card for Open Tasks
Time cards need to be created each week. A time card template is available to automatically create a time
card each week for open tasks, so you do not have to manually create them. For example, many
PRJTASKS may be open for weeks or months and a time card needs to be created each week for the
PRJTASK. Once the template is setup, any open task you have gets a new time card each week.
To generate a time card template for your open tasks, follow these steps:
1. Go to the Time Cards module, My Time Cards, and click Time Card Templates.
2. Click the New button at the top of the Time Card Templates page.
3. Activate the Create From Tasks checkbox, then click Submit.
4. Every week on Sunday (starting the Sunday after the template is created), any open task you
have automatically creates a new time card for the week.
5. Most automatic time cards are for open tasks, but there may be a need to generate them for
other things (a Category or CI). The process is the same. Just select a Category and a
Configuration Item (if needed). For example, if there is weekly maintenance for ServiceNow,
an automatic time card can be created each week by using a template.
6. To disable a time card template:
a. Navigate to Time Cards > Time Card Templates.
b. Select the template you need to disable and open the record.
c. De-select the Active checkbox and click Update.
C. Creating Time Cards Manually
Time cards can be manually created as the need arises. They can be created for the current week, previous
weeks, or from within Change or Project Tasks.
Create manual time cards for the current week for:
ξ On-Call/Incident/Problem Bucket entries.
ξ Non-task entries (i.e., Admin, Maintenance, Vacation, etc.).
D. Entering Hours into the On-Call/Incident/Problem Bucket
The following procedure is used to track time for On-Call/Incident/Problem work.
It is not necessary to track time on a per incident or problem record basis, by the decision of IS
management. However, it is still important to track that time collectively and there is an On-
Call/Incident/Problem category used to track this kind of time.
Each week, the user who works on On-Call/Incident/Problem records needs to create a time card for it.
Perform the following steps to create an On-Call/Incident/Problem time card for the current week:
1. Navigate to Time Cards > Current Week, then click the New button.
2. In the Time Card form that displays, select On-Call/Incident/Problem from the Category
3. Enter time per day of the week.
4. Click Submit or save the form.
Note: If it is necessary to track time on a per Incident or Problem level, that can be done using the Task
Category and then specifying the Task Number (its unique ID).
E. Entering Time with No Related Tasks
The following procedure is used to track time for:
ξ Miscellaneous Meetings (non-work related or project)
ξ Training and Conferences
In order for the UW Health IS to take full advantage of ServiceNow, it is important to have accurate time
tracking of all work performed, even that which is not tied to a task. Previously, users often had time
tracking records that stayed open for up to a year to apply non-task time against. However, that is no
longer the case. Most of these types of time cards are not going to be regular weekly ones, so it does not
make practical sense to create a time card template for non-task time. For example, an analyst would not
attend training and/or conferences every week, so time cards for this need to be created manually only
during weeks that a training or conference occurred for the analyst.
Note: This type of time card must be recreated manually each week in ServiceNow if time card templates
are not used.
To create a time card that is not tied to a task, perform the following steps (Note: the steps shown here are
for Admin time for illustration purposes):
1. Navigate to Time Cards > Current Week, then click the New button to generate a record
for the work not tied to a specific task.
2. In the Time Card form that displays, select Admin from the Category field.
3. Enter time per day of the week.
4. Click Submit or save the form.
5. Repeat the above steps for other non-task related time cards. Users do not have to create
entries for Categories they won’t use during a given week.
F. Entering Time for Previous Weeks
Perform the following steps when you need to create a time card for a week other than the current week:
1. Type time in the search field of the Application navigator to bring up the Time Cards
application, then click on Previous Weeks.
2. In the List view, click the New button.
3. In the Week starts on field, choose the Sunday of the week for which you want to create a
4. Enter the time in the time card as described previously in this procedure.
G. Entering Time for Non-UW Entities
1. Make sure that Time Cards have comments like these in either the Short Description or
a. Workflow – orders
b. Optimization – report
f. Build – RWB, OTX,
g. Device Installation (etc.)
2. If adding a Time Card manually for Trackable work, please use the categories
“Meetings” or “Task Work.” There shouldn’t be Trackable Admin work.
Hour entries for Trackable work can also be populated in the Homepage view in the “Entry Description
Field.” (Typing Shift+Enter will enter a new line in this field.)
H. Incident, Catalog Task, Project Task
The new field is available on the tasks that get assigned to you. It is located in the area below ‘Assigned
to’ for Incident, Catalog Task, and Project Task records. When populated, any new Time Cards for the
Task will have the same partner in the “Time Trackable To” field. Trackable time must be logged to this
If you click the hourglass icon for the field, you will see options for Community Connect partners such as
“Agrace,” “UWH Rehab,” and “ACHC” as well as other non-UW entities such as “Unity” and “SMPH”.
Please record time for these entities as described above. They will be billed according to the terms of their
contracts and time-tracking entries will be reviewed before billing.
III. RELATED DOCUMENTS
UW Health IS Time Tracking Policy (AD-POL-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
Previous revision: 11/4/2016
Next revision: 11/4/2018