Ticket Summary (Advanced Report) incorrect

gert.verhoeven

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?

nina

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

Yakov

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

Hope this helps!

gert.verhoeven

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.