Hello Michael,
If you're after something quite specific like this or finding out if it is on the Roadmap, it is best to open an Idea (enhancement request), as that brings it formally into that process.
The basics of the ServiceNow solution appear to be Tasks. So you should be able to approximate something like that in SDM - with setup and perhaps customisation, depending on how far it is needed to be taken.
Log Comments for example, have a field that you can allocate "Time Spent." So your labour entries could go in as Log Comments. Then reporting could tally them up.
Issues and Change Orders both have simple Workflow Tasks, which can track the "Actual Duration." Then again, track via reporting.
CA PAM has more complex Workflow, with the ability to reach out by Web Services and other means to other applications. This can be quite powerful. There is nothing to stop you, in theory, interfacing with any hand held device that the field agents may use, such as scanning bar codes on activity sheets.
Web Services could be used as a front end. Build a front end which allows the entry of Time Cards, which then updates the issue. Either to a custom field or using one of the standard fields/update mechanisms.
In short.
- If you want a specific feature brought into product, I recommend an Idea.
- If you want to achieve something now, with what is at hand, then there should be a way of doing that.
Ranging from "Change process, no customisation" to "Full customisation and integrations." It is probably a good idea to talk with a CA Business Partner or CA Services for an initial discussion to clarify the requirement, and what is feasible in practice.
Or of course, specific questions here on this Community. If you enter in a Search term of "track time" for example against this Community, you'll find a bit of prior discussion along similar topics. So I'm sure that someone has implemented something similar or can make suggestions.
Thanks, Kyle_R.