Process time represents the amount of time that it takes to work on and resolve a process ticket. The process time is used for reporting purposes. For example, you might need to report the time that was spent on a specific customer's incidents. You might also track how much time certain kinds of incidents take to resolve, to help you analyze whether to create a problem ticket.
ServiceDesk can track either the entire time that a process ticket is open or only the time that someone actively works on it. A setting in the ServiceDesk installation determines how the time is tracked.
ServiceDesk process workers can also record the time that they spend on a ticket offline, which ServiceDesk cannot record automatically. Process time is not recorded during the ticket creation.