Troubleshooting Reports
Can I customize Standard Reports?
There are two types of Standard Reports: Basic and Advanced.
- Basic reports offer limited filtering options and do not allow you to select the fields to display.
- Advanced reports provide multiple filtering options and allow you to specify some display fields.
Further customization on the standard reports is not possible. If you would like to make additional changes, such as adding more filters or changing the report layout, you will need to use LiveReports Designer. LiveReports is a utility that you can use to create custom reports to supplement the dozens of Standard Reports available in each module's Reports folder and the System Reports we have created for you with the LiveReports tool. This feature gives individual users the ability to create and maintain customized reports and publish them to selected user, departments or security levels.
When you export reports in Autotask, the date is formatted in the European format in some columns and the US format in others.
Cause
The date's display format is being controlled by the third-party application used to open the export, and the resource and the computer's environmental date formats are not aligned.
Resolution
We highly recommend that the user's and the computer's environmental date format be the same to avoid confusion.
Can I force the dates in Excel to mimic what I have configured in Autotask?
You cannot force the dates in Excel to mimic your Autotask date configuration. In most cases, the application that is opening the exported file is responsible for interpreting the date format. Some applications, such as Excel, use the local computer's settings to set the format in the report.
The Opportunity Detail Report does not show one of the Resources you are trying to report on in the list of filter criteria
Resolution
For a resource to be available for selection in the Opportunity Details Standard Report, they will need to be associated with at least one territory in Autotask.
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To associate a resource to a territory, go to A > Admin > Features & Settings > Organizations & Contacts > Territories
Once a resource is associated with at least one territory, you will see them as filter criteria on this report.
The Resource Utilization report includes a column for Client Gratis Hours. What is included in this value?
Client Gratis Hours (CGH)
- Include time listed as "Offset" (negative offsets only). CGH also includes time on client tickets or tasks with a role rate of $0.00 that is either a billable Work Type or no Work Type.
- Time is listed as "Offset" to represent time worked for clients that could have been billable but was given free to the client. Labor adjustments do not impact Client Gratis Hours.
NOTE In this report, Gratis calculates differently than in other reports. In LiveReports and Standard Reports, the $0.00 role rate is NOT included as Gratis.
