Create a custom billing report

Billing reports can help you manage your billing tasks by providing the statistics you need to make informed decisions.

All billing reports generate a table showing the total work time, parts cost, and labor cost accrued for a set of tickets.

Billing reports are available only if Setup > Parts & Billing > Options > Parts & Billing Enabled is checked.

1. Click Reports > Reports.

2. In the Reports screen, ensure that the Override Dates option is deselected unless required. Otherwise, your report will not reflect your targeted dates.

   

3. Click New.

4. On the Report Basics tab, enter a name used to identify the report. This name is displayed as the report title.

5. (Optional) From the Report Group drop-down menu, select a report group. Applying a report group can make reports easier to find when you have several reports.

6. From the Report Type drop-down menu, select Billing Report.

   The Report Details and Report Filters tabs open. These tabs define what the report looks like and the data it contains.

7. Click the Report Details tab.

8. From the Category drop-down menu, select the category used to generate each row in the report.

   If you select Tech for the report category and run the report, the application generates a report that includes a list of all techs and their corresponding billing costs for labor, parts, and associated expenses. These figures represent the total amounts billed by each tech for the number of tickets listed in the Ticket column.

9. (Optional) Select the Show Filters checkbox if you want the list of filters configured for the report to be included in the report.

   This setting does not affect how the data is filtered, only whether the filter list is visible.

10. Select a relative or specific time range for the report:

    • Select Relative to display time ranges as time periods before the current date. The time units can be business hours, business days, weeks, months, or years.

      1. Select Relative.

      2. Specify the beginning of the range on the From line.

      3. Specify the end of the range on the To line.

      4. Next, specify whether to use the exact date and time or round the values back to the beginning of the time period.

         If you choose to round back the values, the time range is determined by rounding back to the beginning of the selected time period. For example, if the From value is set as one business month ago and rounding back is selected, the time is determined by going back one month from the present, and then going back further to the beginning of that month. This means rounding back 0 months will give the beginning of the current month.

    • Select Specific to display time ranges as specific dates and times.

      1. Select Specific.

      2. Select the From and To values to specify the beginning and end of the time range.

11. From the Date Attribute for Time range drop-down menu, select the ticket date attribute used to apply the Time Range settings. For example, if you select Date Closed, only tickets that were closed within your selected time range are included in the report. If you do not select a time range, this setting does not affect the report.

    If you select Date Worked On, the work time only includes tech notes entered within the selected time range. For all other date attributes, work time includes all ticket tech notes, regardless of whether they fall within the date range.

    If you select Creator or Assigned Tech, all ticket work time applied to the tech who created the ticket or who is assigned to the Ticket, respectively. As a result, if two different techs add notes to the same ticket, the tech indicated by the category selection (creator or assigned tech) will be credited the work time for both techs.

12. (Optional). Add a report filter.

    A report filter restricts certain tickets from being include in your report based on their attribute value. .

    A Request Type filter includes request types and all related subtypes. If a report category uses Request Type, the report groups together all tickets associated with a filtered request type. For example, if Hardware is a request type with Printer and Laptop subtypes, the report includes these subtypes in a single entry labeled Hardware.

    When you save a filter, all other report settings, including the Report Details tab settings are saved as well.

    1. Click the Report Filters tab.
    2. Click New.

    3. From the Filter Attribute drop-down menu, specify the ticket attribute that will apply to the filter. If the attribute matches a report category, only the values allowed by the filter are displayed in the report.

    4. In the Filter Type row, select whether the chosen filter values will be included or excluded from the report.

       Select Inclusive to include tickets with one of the selected values. Select Exclusive to exclude tickets with one of the selected values.

    5. In the Values row, select the values that are filtered for the filter attribute.
13. Click the Report Details tab.

14. Click Run Reports.

    The example below shows a generated billing report with Tech Group as the selected category in the Report Details tab window.