This article provides solutions to the most common issues with Costs & Metrics reports.

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Solution: This behavior by XTM Cloud is incorrect and must be reported to the XTM International Support team. Please provide details.

You might also send us the so-called Xtm-Trace-Id that can be found in the browser's developer tools (Dev Tools) → Network → Headers tab:

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However, remember to first wait a little time and see if the issue resolves itself. This might happen if you try to generate a report for a lot of projects. Also, the process might sometimes take longer than expected due to technical difficulties. Please do not generate many reports in a row because it is highly likely that this will not help to generated the report. It can only increase the number of blocked database queries, which at some point might stop XTM Cloud from operating, for all users on a particular server.

Solution: Remember that, by default, the Costs & The Metrics report retrieved from specific projects is based on data from the last correctly generated costs in those projects, i.e. those which did not contain errors or warnings after the generation process – red and yellow symbols next to entries in Project editor → Estimates → Costs.

After you change the project settings or cost settings, make sure that the costs are generated again before you attempt to generate the report. Generating a report does not automatically generate costs if any costs were correctly generated in the past, in a specific project.

Also remember that, when the report is generated, if the project does not contain correctly generated costs, the costs will be created on the basis of the settings made in Configuration → Data → Estimates → Cost settings → Cost settings.

Solution: As mentioned in the Introduction, the most probable reason for this situation is that the costs for the projects in question have been generated incorrectly. Therefore, to verify if this is the case, go to Project editor → Estimates → Costs, for a specific project and address the issue by reading Costs generation – most common issues & troubleshooting.

Sometimes, you might encounter an issue that some of the projects containing a specific language combination are not included in the generated cost reports.

Solution: Most likely, the issue stems from the user employed in the affected projects not having the corresponding rate card activated in the user’s settings [Users → User list → (select a relevant user) → Rate cards].

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To resolve the issue, take the steps below:

1. Activate the user’s rate card in question.

2. Generate costs manually in the affected projects if they do not have any costs generated yet.

3. Rerun the cost report.

You might encounter an issue where one of your inactive linguists/LPS has been incorrectly placed in the Assignee column for certain workflow steps, in the Project cost, metrics and assignment per step cost report, and the vendor in question was never assigned to those steps before.

Solution: The most possible cause of the issue is that this particular linguist/LSP used to be set as a dummy assignee before the user itself was deactivated, in Configuration → Data → Estimates → Cost settings → Cost settings → Dummy assignee.

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The cost was generated with this particular vendor as the dummy assignee, automatically upon project creation. This is why it appears as the assignee in the report.

Since the user was deactivated, it was automatically removed, but it was originally assigned there by default, which is why it appears in the cost calculations. If you generate new costs for these projects, the vendor will no longer be assigned.

Sometimes you might encounter an issue where the costs for translation into a particular target language have not been included in the generated Purchase Order (PO), regardless of the method you are using to generate this report.

Solution: The issue stems from the fact that you have left an empty manual time entry box for that particular target language.

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By default, when manual time is not entered, XTM Cloud calculate costs based on metrics but give a warning that time was not entered nonetheless. After removing the manual time entry box entirely and regenerating costs, all subsequent POs should now include the affected target language as expected.