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Home > Success Center > Web Help Desk (WHD) > Report does not reflect the correct work time

Report does not reflect the correct work time

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.

Environment

All WHD versions

Cause 

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

Resolution

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

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

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

 

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