Hi there. I need to extract some stat info (ex: Agent avg. ticket lead time, etc) from our otrs server, to monitor/improve our support service. Reading old posts to ADMIN/DEV lists, and lloking at the docs, i've found the DB tables storing the info i need. I could make a perl scipt to extract data and produce the stat i need, but i would rather prefer to implement it directly in OTRS, as a custom module (OTRS web application framework) Looking at the online Developer Manual, it seems to me that the process to do that will be something like: *) Create a custom frontend module (in Kernel/Modules/) *) Create the HTML (dtl) to manage input parametrs *) Create the HTML (dtl) to generate output *) Modify Agent menu to include the new link (button) being new to otrs hacking, my first question is...am i doing something completely wrong...? What it would be great for me to have at this stage, is a sort of "beginners otrs dev guide", implementing an hello word like feature using the OTRS web devlopment framework. Any clue? TIA l.