One thing our organization does is sometimes more than the original or assigned tech works on the same ticket. But when adding notes to that ticket, and the time worked right below the note text box, for the Hours Worked selection for the Reporting - it is applying that time (HH:mm) to the Tech assigned to that ticket, not the tech that added the note and time. Since the time added is linked to the note added and the tech who did add the note even if it's a different tech than the one assigned, can that be a selection for setting up a report in the Table Data section, or one of the pull down Row or Column selections?
(We know this linking of who added the note and the time worked on works, because when you do a billing "type" report that has Hours worked by a tech - the hours do end up correctly assigned to the correct tech who put in the note, not the assigned tech to a ticket that the note was added.)
Example: Tech 1 gets assigned a ticket, and does 20 minutes of work on it and enters a note with time worked = 20 minutes. Later than day, Tech 3 was working at/near the same user and helped out and did some work - so he goes in that same ticket and enters 10 minutes of work with the notes. When trying to do a Daily Hours Worked report (Row - Assigned Tech, Column - Status, Table Data - Work Time and Tickets, Time Range - Relative - 1 Business Day to 0 Business Day, Date Attribute - Date worked on), the hours will show 30 minutes for Tech 1 and 0 for Tech 3.
But in a Billing report (Category - Tech, Time Range 1 Business Day to 0 Business Day, Date Attribute - Date Worked On) - the hours will show Tech 1 - 20 minutes and Tech 3 - 10 minutes.
We have tried various ways to chose and configure a actual Ticket report, but still showing the correct hours(minutes) worked by the actual tech who added the note, not "just" the assigned tech.
If you need any more information or examples - please let me know.
