Ticket Time Log - Group by: Customer
Question asked by desdenova81 - 8/20/2014 at 6:12 PM
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 user@myplace.com. user@myplace.com is the users email address, as well as login to the portal. I also have user@myplace.com in the email field under 'custom fields' for this ticket.
If I log in as user@myplace.com 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'.

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Elias Ortiz Replied
I have this exact same issue. I thought it was a problem of my database, but am glad to realize it is not!  Also need this report to work to be able to know how much time is being spent on each customer.
I believe this should be a basic report. I have tried to run this since version 9 of smartertrack and it doesn't work on any version up to  9.5.5318 that I have now. Haven't tried v10 though I will in the next few days.
Can someone from Smartertools Staff please comment on what is going to be done about this? Are you even aware of this issue?
desdenova81 Replied
I never did find a solution or hear back on anything - but then I haven't looked into it more. I won't start really using SmarterTrack for another few months. When I do, I'll defiantly be looking into this more. But I have a feeling I'll need to query the DB directly for this information if the reporting feature won't work.

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