Problem
On all completed invoices, the time working calculation is missing. This issue has been observed on invoices. The total drive time and total time working show 0 on the invoice.
Solution
If the time working calculation is missing on your invoices, do the following:
Check if the technician is added into payroll by going into the technician's profile and clicking on the payroll tab. The time working calculation on the invoice screen only populates if the technician is added into payroll. For more see, Manage technician payroll settings.
Check if the technician's timesheet on the job was manually edited. Times should be calculated automatically when technicians are dispatched and when they arrive and complete the call.
Try adding an invoice into a batch and post it. This action might help in cases where the invoice has not been posted yet.
Confirm the dispatch process. Make sure the office dispatches the call, and the technician, using their tablet, either arrives manually or is auto-arrived (based on settings). The technician should complete the call through the tablet, ending the time.
Update your pricebook if necessary. If certain tasks should include time working but do not, add the hours to these tasks in the pricebook.
If you are still having issues, contact Technical Support.