Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : helpdesk@hostnet.nl tel : 020 // 7500 811 fax : 020 // 7500 825 sales : sales@hostnet.nl administratie : admin@hostnet.nl