I have a custom field that I use to group our problems into categories
(Software-MS Office, Hardware-Router, etc). We also populate the “hours
worked” field as we work tickets. Is there some way I can produce a
report showing a sum of hours worked for each problem category? Or, if
anyone uses a different approach to a similar problem, those suggestions
are also appreciated. I’m just trying to come up with a good way to
demonstrate how my department is spending its hours.