We currently have a Ticket Report setup to record "Work Time" on tickets worked on between specific date ranges by our techs. We have encountered an issue where the "Work Time" on these tickets applies to the "assigned tech" and we have no way to creating a report that accurately shows the "Work Time" for all of the contributing techs on specific tickets.
For example, Ticket A is picked up by a first line tech who add 30 minutes to this ticket before escalating to second line. The second line tech then adds a further 10 minutes and resolves the ticket. However we currently have no way of generating a report that shows that the first line tech spent 30 minutes on this ticket, the current report just shows the total 40 minutes going to the second line tech.
Another example: Is if we have a ticket which multiple techs contribute to, if we run our report all of the time added to this ticket is applied to the "assigned tech".
Would it be possible to create another Table Data option, instead of "Work Time" which currently only applies to the "assigned tech", we have one that looks as time based on tech notes and is applied to the author of those tech notes?
Our current report filters are:
- Chart Type: Table only
- Row Category: Assigned Tech
- Column Category: Date Worked On
- Table Data: Work Time
- Time Range: Specific
- Date Attribute for Time Time Range: Date Worked On
We then add a filter to show all of specific technicians.
Essentially our goal is to run a report which shows how much time technicians are spending on tickets, but with the current limitations we see an inflation of work time for techs who have had tickets escalated or other contribute, and those who escalate a ticket or contribute to another ticket are missing time.
