Ticket Summary (Advanced Report) incorrect

gert.verhoeven
gert.verhoeven Member Posts: 15

It looks like the Ticket Entries in the Ticket Summary report aren't reflecting the manual ticket entries but only the actual time spent on a ticket.

I've got 3 tickets created this morning:

Ticket ID

Ticket Title

Ticket Type

Ticket Priority

Ticket Source

Ticket Impact

Ticket Created Time

Ticket Resolved Time

1

23

Password

Incident

Low

Phone

No Impact

2023-10-30 09:50:56

2023-10-30 09:52:26

2

22

eCase problems

Incident

Low

Phone

No Impact

2023-10-30 09:22:26

2023-10-30 09:22:53

3

21

Can't login

Incident

Low

Phone

No Impact

2023-10-30 09:20:43

2023-10-30 09:21:10

For instance, ticket 22 I've added a manual ticket entry for 15 minutes:

It seems like it only reports the actual time that the ticket was open. Is this by design?

Comments

  • nina
    nina Administrator Posts: 428 admin

    Hi @gert.verhoeven - I've opened up a ticket for you with our Support Team, ticket #423432.

  • Yakov
    Yakov Internal Posts: 17 ✭✭✭

    To add on @nina's comment, the time entries are stored in a different dataset called "Ticket: Work Hours"

    Hope this helps!

  • gert.verhoeven
    gert.verhoeven Member Posts: 15
    edited November 13

    Hi @Yakov -

    So basically what you're saying is that when I don't want to use the Ticket Timers, I can throw the Advanced Reports out of the window?

    Ticket Timers are not reliable when running an internal IT department. One minute I receive a phone call, then a Teams message from a colleague, and at the same time there could be someone at my desk asking me something. In the meantime, the ticket from the phone call is still open on my screen, and there is no way to overwrite the time logged.