Clocks are background processes that track the duration of specific conditions in Service Manager. You can add a clock to track almost any event or condition. By default, Service Manager creates clocks only for the following conditions:

  • When an incident record changes status (for example, when an incident record changes from Open to Pending status, or from Open to Closed status)
  • When an operator edits an incident record and the System Administrator has enabled the Track Operator Times option (for example, when an operator edits an incident record to add details or a solution)

To track additional Service Manager conditions, you can manually start or stop a clock using the following tools:

  • Format control utility
  • Command line
  • Macro

Clock example

The following example illustrates how Service Manager uses clocks to track the duration of each phase of an incident record. In this example, the clocks total.time and pending.time track the elapsed time that an incident record is open and pending, respectively.

Date and time Current incident record phase Status of clock total.time Status of clock pending.time
July 1
1: 00 p.m.
Open clock starts
Total 00: 00
Clock inactive
July 2
4: 00 p.m.
Pending Clock stops
Total 27: 00
Clock starts
Total 00: 00
July 4
2: 00 p.m.
Open Clock restarts
Total 27: 00
Clock stops
Total 46: 00
July 4
2: 30 p.m.
Closed Clock stops
Total 27: 30
Clock stopped
Total 46: 00

Related topics

Scheduled processes

Add a clocks record
Add a clock to track incident record status changes
Enable tracking of operator times
Start or stop a clock from a macro
Start or stop a clock from format control
View a clock record