Report Tab

Owned by
Chellie Esters
Last updated: Mar 29, 2023 by
Caroline Antoun
4 min read

From the Report tab, you may configure the settings for View Open Tickets and View work History pages.

⦿ How to Modify Report settings
  1. For all desired fields:
    1. Enter the desired details in related text fields
    2. Check/uncheck the boxes next to the desired options, and/or
    3. Select desired items from a drop-down list as necessary,
  2. Click Save Changes at the bottom of the screen. A confirmation message appears at the top-right corner of the screen.


List of Settings Under the Report Tab

  • Show Caller: Caller name for each work order appears in the Description column of the report. Users will also be able to sort the list by caller name.
  • Show Extended Status: The extended statuses of work orders appear in the Description column.
  • Show Area: The name of the areas associated with work orders appear in the Description column.
  • Highlight Pending Confirmation: Work orders in the Pending Confirmation status are highlighted in orange, and the corresponding legend appears on the View Work History screen.
  • Allow Excel Download: Dashboard users may download an Excel report of the details of all the work orders.
  • Show Additional fields in Excel Report: Additional fields appear in the downloaded Excel report, such as Assignee name and troubleshooting tips. See Allow Excel Download, above.
  • Allow View Attachments: Attachments link appears in the View Open Tickets and View Work History pages, allowing dashboard users to view and download attachments.
  • Linked Request: Provide dashboard users the ability to create a new work order that links to an existing work order; Area, Problem Type, Asset, and Problem fields automatically take the values as in the original work order.
  • Show Resolution: Resolution added by the service provider appears in the Work Order Summary pop-up.
  • Enable Time Tracker for Open Tickets:  For Open and In Progress work orders, dashboard users may add work hours for service providers, add a resolution, and/or change the status. See Time Tracking on Open and Completed Tickets, below.
  • Enable Time Tracker for Completed Tickets: For Completed work orders, dashboard users may add work hours for service providers, add a resolution, and/or change the status. See Time Tracking on Open and Completed Tickets, below.
  • Hide Interactive Troubleshooting: Under the "View Work Orders" tab, Interactive Troubleshooting questions and Guided Troubleshooting questions are hidden from view.
  • Exclude Categories: Work orders with the categories selected here do not display for dashboard users in the View Open Tickets and View Work History pages.
  • Exclude Trades: Work orders with the trades selected here do not display for dashboard users in the View Open Tickets and View Work History pages.

Time Tracking on Open and Completed Tickets

In cases when an internal service provider has access to enter work orders through the Dashboard, the provider can also log time on Open, In Progress, and/or Completed work orders. When Enable Time Tracker for Open Tickets and/or Enable Time Tracker for Completed Tickets are turned on, permissioned users can add service time to work orders.

⦿ How to Log Time on a Work Order through the Dashboard
  1. On the View Open Work Orders tab on the Dashboard, locate the desired work order, and then click the red pin  to the right of the work order. The Time Tracker page appears.
  2. Click Add New.  The time log fields appear.
  3. In the Name field, enter your name (or the internal provider's name) to identify each technician's time.
  4. Enter the Time In and Time Out. The Total Time automatically calculates based on those entries.
  5. (Optional) Click Add New to create a new line item, and repeat the steps as needed.
  6. Change the Status of the work order, as needed.
  7. When the work is complete, add a Resolution that summarizes the work that was done.
  8. Click Save. The page returns to the View Open Work Orders tab.

Users with access to the Work Orders Details page in Service Automation will see the line items of hours worked under the Check In/Check Out tab > Labor Performed section.

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