[otrs] questions

We've gone live with 1.2.4 and currently running in tandem with Remedy for just one more week and then OTRS will be our main helpdesk. Anyway I have the following questions: 1/ Is it possible to search for the number of phone calls over a given period? 2/ we are forwarding tickets from Remedy to OTRS and changing the customer id to be the ticket originator. However, when we then action, respond or close the ticket the from: address is still Remedy even though we have changed the Customer ID. Is this a bug? 3/ I've added entries in GenericAgent.pm to delete tickets in the spam queue but they aren't being deleted. Is there something else I need to do? I've restarted cron.sh just in case Rgds Philippa