Tools

Web Help Desk technicians cannot amend the report Time Range even though they can run reports

Technicians are able to run reports in Web Help Desk but cannot change the Time Range fields when configuring or editing a report. Only administrators can modify the date range for the report output, which limits technicians when they need to adjust reporting periods themselves.

First published date

8/3/2026 4:47 PM

Last published date

8/3/2026 4:47 PM

Product section

Web Help Desk

Cause

The technician permission set assigned to the affected techs does not have Work with reports and surveys enabled under Other Permissions. Without this permission, techs can run existing reports but cannot modify report configuration options such as the Time Range fields.

 

Resolution

Resolution

  1. Identify the technician permission set in use

    1. Sign in to the Web Help Desk Admin Console with an administrator account.
    2. Go to Setup > Techs > Techs.
    3. Open one of the affected technician accounts and note the Tech Permissions value (the name of the permission set assigned).

  2. Edit the technician permission set

    1. In the Admin Console, navigate to Setup > Techs > Tech Permissions.
    2. Click the tech permission set that is assigned to the affected technicians (for example, the default tech permission set or a custom set).

  3. Enable “Work with reports and surveys”

    1. In the permission set, locate the Other Permissions section.
    2. Enable Work with reports and surveys. This option allows techs to work with report and survey objects, which includes modifying report configuration such as Time Range and other report options.
    3. Save the changes to the permission set.

  4. Have technicians sign out and sign back in

    1. Ask the affected technicians to sign out of Web Help Desk.
    2. Have them sign back in so the updated permissions are applied to their session.

  5. Validate that technicians can now amend the Time Range

    1. While logged in as an affected technician, go to Reports in the Web Help Desk toolbar.
    2. Open an existing ticket or asset report, or create a new one.
    3. On the report configuration page, confirm that the Time Range fields can now be edited, including choosing Relative or Specific date ranges and adjusting the From/To values as needed.

      Related Articles