Time Entry: Service Tickets Report

Overview

The Time Entry: Service Tickets report gives a detailed look at how much time was entered on a ticket. Only tickets with work items (time) will appear in this report.

This report can be run for all clients or by client, location, computer type, computer, group, ticket ID or priority. Additional filters are available to run the report based on specific criteria.

The purpose of this document is to show you how to use the report specific filters and how to understand the data provided by the report. A sample page of the report is included at the end of this document with each section explained separately.

NOTE: If you are running the report and you do not have full access to all clients (clients, computers and locations) the report will only show information for what you have permission to access.

Filter Options

Filters allow you to run reports based on specific criteria. The filters are separated into two sections. On the left, there are the basic filters to limit the report by client, location, computer type, computer, group, ticket ID or priority. On the right, there are report specific filters that will further narrow your report results (e.g., contact, domain, etc.). Refer to the following table for information on how to use these filters.

Table 1: Time Entry: Service Tickets Report Filter Descriptions

Field	Description
Ticketpriority	Filters results based on the ticket priority level (e.g., Normal, Not So Low, etc.). Enter the ticket priority and select a comparison from the drop-down to return results. The available options are: Like, Equals, In, Not Like, Not Equal and Not In. Wildcards ('?' for a single character or '*' for multiple characters) and the multiple select search can also be used in this field.
LastUpdate	Filters on the date range of when the ticket was last updated. To filter on the due date, select the checkbox to the left of the field and enter the 'From' and 'To' dates.
Subject	Filters based on the subject line of the ticket. Enter the ticket subject and select a comparison from the drop-down to return results. The available options are: Like, Equals, In, Not Like, Not Equal and Not In. Wildcards ('?' for a single character or '*' for multiple characters) and the multiple select search can also be used in this field.

TIP: For a multiple select search, click on the MultiSelectSearchIcon.TimeEntryServiceTickets

icon (if available) and then click on the Find button to list the available options. Select the desired option and use the arrow buttons to slide the option to the right, indicating you want to filter the data based on this selection. Click OK when done. If a multiple select search icon is not available, you can also create a multiple select search by using the following pattern: 'First Search','Second Search', etc. Each search must be enclosed in a single quote separated by a comma (no spaces).

TIP: Wildcards can be used for several of the filters. Use '?' for a single character wildcard. Use '*' for multiple wildcards.

Previewing the Time Entry: Service Tickets Report

The Time Entry: Service Tickets report can be scheduled to run at specific times or it can be run manually. To run the report manually, right-click on the client, location, agent machine or group from the navigation tree and select View Report > Ticketing Reports > TimeEntry_Ticket. However, it is recommended that all reports be scheduled by using the Report Manager. For step-by-step instructions on scheduling reports, refer to the Scheduling/Printing Reports documentation.

To preview the Time Entry: Service Tickets report:

From the Control Center, select Tools > Reporting > Report Manager.
Expand Ticketing Reports on the navigation tree and then select TimeEntry_Ticket.
Figure 1: Time Entry: Service Tickets Report Setup
Select the Client, Location, Computer Type, Computer, Group, Ticket ID or Priority from the drop-downs. For all clients, leave all of these fields at the default setting of 'Not Specified'.
Add any desired additional filters from the right-column to filter your results even further. Refer to the Filter Options section for more information.
Click on the Print Preview button to preview the report. If you wish to print without previewing the report, click on the Print button. To email the report as a PDF attachment, click the Email Report button and complete the email form, as necessary. Otherwise, to schedule the report to run for a later or recurring date and time, click on the Schedule button.

Sample Report

The Time Entry: Service Tickets report gives a detailed look at how much time was entered on a ticket. Only tickets with work items (time) will appear in this report.

This report can be grouped and filtered using the controls in the Report Manager.

Figure 2: Time Entry: Service Tickets Report

NOTE: Each section of the above report has been extracted (indicated by the letters to the left of the report) to provide a clearer view of the information. These extracted sections are shown below.

Figure 3: Section A—Report Header

The Report Header (section A) will display the client name, report title, your company logo and the date the report was printed.

Figure 4: Section B—Time Usage

The Time Usage section (section B) displays ticket information, such as the ticket number, ticket subject, ticket priority, the ticket status, date the ticket was last updated and the client and location associated with the ticket. Work items (time) entered on the ticket are shown by category and by the technician that entered the time.

The time allocated to a particular ticket is broken down into a graph and a pie chart.

NOTE: If the total number of technicians for a ticket exceeds 2, the pie chart will be suppressed from the report in order to make room for the cross-tab chart.

Figure 5: Section C—Current Parameters

The Current Parameters section (section C) displays the current parameters used to filter the report. If there are no filters applied to the report, Current Parameters will display 'none'.

Figure 6: Section D—Report Footer