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'.