Hi Sveinung, I hopefully can enlight you on question 4 (Time units): you can extract that info from table time_accounting, and join it with ticket and customer_company, like this: select customer_company.name as "Customer", sum(time_unit) as "Total time spent" from ticket, customer_company, time_accounting where customer_company.customer_id = ticket.customer_id and time_accounting.ticket_id = ticket.id group by customer_company.name; Of course you have to set in OTRS the relations between customer users and customer company and assign the customer user for each ticket. Regards Fabio AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately.