Tools

Report does not reflect the correct work time

This article provides information about when running a report, all the work time is assigned to a single Tech (Assigned Tech) even though more than one Tech worked the ticket.

First published date

10/18/2018 9:46 AM

Last published date

1/30/2025 4:21 PM

Overview

When you run a report, all the work time is assigned to a single tech (assigned tech) even though more than one tech worked the ticket.

Product section

Web Help Desk

Cause

Web Help Desk generated a ticket report, which reports all data based on the ticket totals, not the tech.

Resolution

1) Generate a billing report.
This report calculates the total work time for a tech across all tickets, regardless of the assigned tech.

2) Before you generate a billing report, ensure that the Parts and Billing Enabled checkbox is selected in Setup > Parts & Billing > Options.

3) See Designing Billing Reports for information about creating a billing report.

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