How to Submit a Timesheet in ServiceNow

Work Instruction: How to Submit a Timesheet in ServiceNow

Team: Customer Experience & Solution Ops
Approved by: Erikk Isfeld, Manager - CCaaS
Last Updated: June 12, 2026

Overview

All team members must submit weekly timesheets through the ServiceNow Timesheet Portal. Timesheets track billable and internal work against specific project/activity codes and must be completed for every working day.

Step 1 - Access the Timesheet Portal

1. Log into ServiceNow (ensure you are signed in with your standard account, not your admin account).
2. In the top navigation bar, click All.
3. In the search field, type Timesheet Portal (two words).
4. Click Timesheet Portal from the results.

Note: If you accidentally log in with an admin account, you will not see your timesheet correctly. Sign out and back in with your regular account.

Step 2 - Add Time Cards

Once in the Timesheet Portal, you will see your timesheet for the current pay period.

Option A - Generate from Existing Tasks

1. Click Generate to auto-populate time cards from your assigned tasks.

Option B - Add Manually

1. On the left-hand side, click All Tasks.
2. Find the task you worked on and select Add to Timesheet.

Step 3 - Open a Time Card and Enter Hours

1. Locate the time card in your timesheet.
2. Click the three-dot menu on the left-hand side of the time card.
3. Select More Actions > Open Form View.
4. In the form, enter the number of hours worked for each day of the week.

Rules for Entering Hours

• Minimum increment: 0.25 hours (15 minutes). Use this when you have touched a task briefly but want it documented.
• Daily target: 7.5 hours total across all time cards per day.
• Every day must be filled. Leaving a day blank will cause an error when you try to save.

Step 4 - Select the Right Billing Code

Refer to the Billing Code Tracker (linked in the team channel) to identify the correct code. Use the Quick Pick guide to match your activity to a code.

Activity Type	Code Category
Internal/admin work, meetings, training	Admin & Customer Experience Solution Ops codes
Client tickets (e.g., SBC incidents, tasks)	SBC Capacity codes (or applicable client code)
Internal builds, efficiency projects	Efficiency & Growth codes
Business development/emerging work	Emerging Growth codes

Important: Not all codes are assigned to all team members. Codes like ESDCWP01 are unique to specific individuals (e.g., Evan, Ravi). If you did work for a project and do not have a code for it, contact the person who assigned the work and ask them which code to bill against.

Step 5 - Add Comments

In the time card form, on the right-hand side, there is a Comments field.

Always add a comment referencing what you worked on, for example:

• Worked on INC0012345
• Completed TASK0009876 - [brief description]

Comments allow the approver (currently Nick Gordon for most codes) to verify the work before approving.

Step 6 - Submit the Timesheet

Once all days are filled and comments are added:

1. Review that your daily totals add up to 7.5 hours.
2. Click Submit.

You cannot submit a blank time card. Ensure all time cards have entries before submitting.

Step 7 - Corrections After Submission

If you need to correct a submitted timesheet:

1. Go to the ServiceNow Portal (not the Timesheet Portal).
2. Navigate to Project and Timesheet Services > Timesheet Assistance.
3. Select Reopen Timesheet (for the whole period) or Reopen Time Card (for a specific line).
4. Make your corrections and re-submit.

Best Practices

• Do it daily. Enter your time at the end of each day (or start of the next). Waiting until Friday makes it harder to remember what you worked on.
• Predict at the start of the day. Enter what you plan to work on in the morning and adjust at end of day.
• Add the billing code to meeting invites. When you book a meeting, include the relevant ServiceNow code in the invite description. This makes timesheet entry much faster.
• Use Copilot to help. Paste your billing code guide into Copilot and ask it to review your Outlook/Teams calendar and recommend codes for each meeting or activity. Results may not be perfect but are a useful starting point.

Approval

• Submit your timesheet before end of business Friday.
• Your manager will review and approve on Monday.

Questions / Support

Need	Where to go
Don’t have a billing code for a project	Contact the person who assigned the work
Timesheet correction	ServiceNow Portal > Project and Timesheet Services > Timesheet Assistance
Code clarification	Refer to the Billing Code Tracker in the team channel
General questions	Reach out to your manager