When I run the "Calls Taken by a Tech" report and select "completed by" I get several tickets that have no completed by name. How do I capture who completed those calls? I do get names for all of the tickets in the "taken by" report so not sure how or where the system is dropping the tracking. Any ideas?
The only time I've seen that is when an employee doesn't (or did not at the time) have an Employee Name set under Edit Employees (different from username). I would go check that all your employees have a name.
Rechecked just to make sure - everyone has both a login name and an entry in the Name field. The calls taken and calls completed add up to the same number which is why I thought there must be some tracking issue or call resolution issue. Any more ideas? Could it be in the way the tickets are transfered between technicians?
Is there anything unique about them as far as you can tell (like maybe they were all transfered to another user, or all done through the web interface, etc.) I'll try some things on this end and see if I can replicate it.