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I'm just getting started in SmarterTrack, and one of the features I really want to be able to use is the time tracking feature.
Specifically, I want to be able to get reports on time spent per customer. It seems there is a pre-defined report already in SmarterTrack for this. I can't get it to work, though. If I run a Ticket Time Log Overview report and select Group By: Customer I get 'No data to report'. The report works with other group by options.
What do I need to do to get this report to work correctly for 'Group By: Customer'?
Here is what I have:
A ticket. This ticket is attached to a User account I created in the portal. Lets call the user email@example.com. firstname.lastname@example.org is the users email address, as well as login to the portal. I also have email@example.com in the email field under 'custom fields' for this ticket.
If I log in as firstname.lastname@example.org in the portal, I see the ticket I made.
In the ticket, I made a time log for 15 minutes. I set the subject, agent, duration and description. I did not set the category, as I have no options and haven't found where to define options for this yet (if anyone knows, I'd love to find out).
If I goto Reports -> Time Logs -> Ticket Time Overview and leave the defaults, I see 1 entry today for 15 minutes.
If I change the 'group by' to be Department, Group or Employee, I get the same results. One entry, for 15 minutes, as I expect.
But that isn't useful to me. What I want is a break down by user account. Problem here is if I select 'Group By: Customer' I get 'No data to report'.