I need it too, I'm planning to create something using Crystal Reports onto my network, but a shared / open solution will be best. anybody would like to collaborate to create them ? using which tools ? Simone -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Per conto di BALAN, Daniel Inviato: martedì 7 febbraio 2006 11.24 A: otrs@otrs.org Oggetto: [otrs] OTRS Reporting modules Hello otrs, Does any one implemented any advanced reporting system in order to monitor: - operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ... - SLA; - first call resolution; - any other useful CS indicators; I think this should be next big move for OTRS, to improve the reporting system. Thanks for your attention, Daniel