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