---
title: Creating Time of Attendance
slug: citsmart-8-en/creating-time-of-attendance
description: Learn how to make the most of the Time of Attendance feature with this comprehensive document. Discover how to include, change, and delete attendance time for different types of services, such as Global, Customer, and Incident/Request/Procedure. Follow ou
docTags:
createdAt: 2022-01-19T21:45:31.000Z
---
This feature provides a variety of actions, such as **including, changing, and deleting the attendance** **time** **of the following types**:
- **Global: **applicable to all services;
- **Customer:** applicable to the contract services; and
- **Incident/Request/Procedure:** applicable to a specific service.
## Before getting started
- [x] To register a time of attendance, it is necessary to previously register the
service portfolio.
## Procedure
1. Access the Time of Attendance functionality through the main menu `Processes > Service Level Management > Attendance Time`;
2. Set the type of attendance time and click on the corresponding tab;
3. Complete all mandatory fields in "**Basic Data**";
:::hint{type="info"}
**🖊 ****Note****:** Indicate in the attribute "**Impact/Urgency Change**", if it will be allowed the
change of Impact and/or Urgency.
:::
:::hint{type="warning"}
⚠️**Attention****!**
If the attendance time does not allow the change of impact and urgency, the system automatically replaces what is sent via WebService to the impact, urgency, priority, and time of attendance defined in this register.
:::
4\. In "**Time of Attendance per Priority**", set the service time of attendance,
taking into consideration the priority. The priority is used to identify the
time required for an action to be taken. The priority goes from 1 to 5, being
1 the highest priority and 5 the lowest. Select the priority to define the
time:
- **Capture: **set the time of capture of the service request, according to
the priority selected;
- **Resolution: **set the time of service resolution according to the priority
selected.
5\. Before completing the fields in "**Automation**", it should be properly
parametrized, it must be properly parameterized, so it is necessary to
execute the steps in the knowledge Creation escalation rule, except for
parameter 190 that must be equal to '**N**' in this context;
6\. Before the N minutes (informed in the time of action) and in case it does not
have performed any action in the service request linked to this time of
attendance, the system will attribute the priority and will escalate the
execution group to the service request;
7\. In the fields of "**Incident/Request/Procedure**", it will be selected the
services to apply the configurations, taking into consideration the type of
attendance time selected;
8\. Click on "**Save**".