Hi, I played a little bit with the OTRS only demo system. It seems that in the statistics part I am only able to get the numbers of events and the accounted working time of the tickets. Some companies want to have a documentation that we (as a service provider) started to work on the tickets within a specific time frame (SLA). Is it possible to create a report that shows the time frame from the input of a ticket to the starting of working on a ticket? Does this possible only with direct SQL queries? Thanks for any hint. -- Dr. Michael Schwartzkopff MultiNET Services GmbH Bretonischer Ring 7 85630 Grasbrunn Tel: (+49 89) 456 911 - 0 Fax: (+49 89) 456 911 - 21 mob: (+49 174) 343 28 75 PGP Fingerprint: F919 3919 FF12 ED5A 2801 DEA6 AA77 57A4 EDD8 979B Skype: misch42