Option 2 from my previous email *is* compatible with upgrades because it requires implementation of an event module, which doesn't involve any changes in files shipped with OTRS. You will need to perform these unwanted changes only if you need to remove columns that don't support removal via SysConfig settings. I had this problem with the "Age" column.

On Fri, Sep 27, 2013 at 9:26 AM, Claudio Kuenzler <napsty@gmail.com> wrote:

Thanks a lot for all your input. I knew I'd get some advice here sooner or later ;-).

If I find the time I'll look into adapting the code - problem will be that it won't be compatible for future releases (will have to re-apply the patch for every release).

Otherwise I'll try the statistics-agent idea. I just need to prepare the relevant statistics in this case.

thanks again

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