Hi, We quickly realised the limitations of the stats part of OTRS, and because we are a BI (reporting, OLAP etc.) house we simply connected to the database over ODBC to MySQL, and now we can use all of the reporting and distribution facilities of our toolsets. (I won't bore you with the details - just go to www.it-performs.com to read about the stuff we play with) This lets us produce virtually any report, and explore our tickets at will. A good one the other day was trying to journal activity on a particular date - very difficult in OTRS, very easy in the database ;) I would recommend you have a look what you have lying around on your shelves in terms of reporting and BI software (Crystal for example) and give it a go! If you want any help let me know. Cheers, Phil Morris