Requests by Technician report = wrong
Hi gang.
I have just updated to V7 (build 7000). when I run a Requests by Technician report I get an incorrect figure.
How do I know? We record each days statistics, in particular the number of calls remaining "not closed" at EOD. For the month of Oct this figure started at 403. At EOM it was 480. So that is 480 calls remained open (from any creation date) at EOM Oct.
The number of new calls for Oct = 889.
The Requests by Technician report indicates that we clsoed 898 calls. Thats 10 more calls then we recieved. If this was the case, we should have a "not closed" count of 393 - not 480.
Is there something new in this report that counts the number of calls that are "reopened" once they are originally closed? We can see 24 jobs are in a status of "open" but have a closed date recorded.
Appreciate any explanation of the discrepancy.
I have just updated to V7 (build 7000). when I run a Requests by Technician report I get an incorrect figure.
How do I know? We record each days statistics, in particular the number of calls remaining "not closed" at EOD. For the month of Oct this figure started at 403. At EOM it was 480. So that is 480 calls remained open (from any creation date) at EOM Oct.
The number of new calls for Oct = 889.
The Requests by Technician report indicates that we clsoed 898 calls. Thats 10 more calls then we recieved. If this was the case, we should have a "not closed" count of 393 - not 480.
Is there something new in this report that counts the number of calls that are "reopened" once they are originally closed? We can see 24 jobs are in a status of "open" but have a closed date recorded.
Appreciate any explanation of the discrepancy.