Does anyone know of a way to exclude any period that a ticket is in a Pending state (or any other defined state), when running a Resolution Time report? Ideally, we would like to be able to do this using the Stats module within OTRS, but failing that is there another method using SQL? ===================================================================== MSX International | Global Provider of Outsourced Integrated Business Solutions @ www.msxi-euro.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Warning: Although MSX International has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. We do not accept or send attachments of the type exe, vbs, scr or bat due to the increased virus risk they contain. These types of attachments will be stripped from the message. ===================================================================== Company Registration Numbers: UK, Ireland, Finland, Norway & Denmark - 1949542 Germany & Switzerland - HRB 29505 Germany Techservices - HRB 55978 Sweden - 516402-6832 Sweden AB - 556616-3431 Belgium - N.N.: 0851 412 550 Netherlands - 30210212 Austria - FN 287492H Spain - Italy - 12764340159 France - 444 713 986 00032 Ireland Technical Training Academy - 808746972 Czechia - C 119617