Hello all,

I'm a recently hired analyst/techie at a high-speed production environment, where some time ago they set up an extra box with RedHat, Apache, PHP, MySQL and OTRS (1.1.1) to track their customer contacts, but haven't done anything with it.  I now have the task of getting it running for real.  I have previous experience with all of the software I listed, except OTRS, and I've been reading up on that and poking at the install I've been given.

However, I've yet to find a shred of information about one of the basic functions that this company needs out of such a system:  reporting how many of each category of issue is handled weekly, monthly and so on.  It seems like it should be straight-forward enough to generate a report based on what response or category was chosen to associate with each ticket, and how many tickets received any particular response within a given time period.  However, the only statistics generated that I can find are for agent performance, not the issues themselves.

Is this something that is addressed in OTRS 1.2?
Is there maybe a different piece of software that others use for this functionality, that can generate information based on what's in the database?

Am I just not seeing something right in front of me?

many thanks,

Paul
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Paul Stigaard
Operations Analyst
Retail Lockbox, Inc.