Time tracked to tickets does not get associated with workspace

We are currently trying to run reports to bill out our time for the last quarter (Oct/Nov/Dec). It has been an ongoing and difficult process to determine where time is tracked and where it gets billed to. Currently, when we run a report, we are seeing a lot of time that isn't associated with a workspace, which is peculiar because most of our ticket types are connected to a workspace. We edited the report and added the Type column. We were then able to confirm that when time is tracked to a ticket, even when the ticket type specifies that the time get tracked to a workspace, the Project/workspace column is empty. 

For example, I have two ticket types: "Networking" and "Networking - SLA work." 
Networking is set to track time to the main Network Services workspace. Networking - SLA work is set to track time to the CampusA SLA workspace.
I open a ticket with the Networking type. I track time to it. I then run an Actual Hours report. I can see the time that was entered, the ticket it was associated to, but the Project/Workspace is blank. 

Does this seem like a bug or user error? We've had a difficult time determining the best way to track our time for billing purposes, so any help is greatly appreciated.

Tags time-entry time-tracking time report reporting
Asked by Mark Sayers on Tue 5/1/18 3:58 PM
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Answer (1)

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Mark Sayers Tue 5/1/18 3:58 PM

Are you by any chance running Actual Hours reports as built with the custom report builder reports? If so it is expected that those reports do not tie ticketing time to Workspaces. It isn't clearly documented but the time types on workspaces only allow time to rollup to the workspace if you are using the standard reports in the Analysis or Finance applications. The Actual Hours standard report, for instance, does roll the time up to the workspace.

Due to the dynamic nature of the report builder and performance concerns, ticket time is not rolled up to workspaces there.

Does that at least explain what you are seeing or have I missed what you were after? If this is what you are experiencing, I would encourage you to enter a feature request through our client portal for the behavior you would like to see (with a full business case and details). This will allow our product management team to be aware of your concerns at least and put it in the normal governance processes.

If there is anything else I can help you with please don't hesitate to ask.

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