Hi, in my mail to you are my additions to OTRS for handling statistics. There are quite a few things which require more work: - query tool; queue selection (single or many queues), date range, ticket status, ... - query results; selection of output mode: - tabular HTML - or CSV (for import into spreadsheets, etc.) - or XML (integration with other apps) - improvements in data-model (support for more than one queue), automatical refresh of records for which data changed (tickets were updated) - enbale alterations of business logic (calculating times and such) - enable customizations and localizations (for example for the local holidays table) It all requires a fair amount of work. That definitely is something which OTRS needs to be complete from the manager's point of view. I'd like to make it good and useful to community but it's just that it requires in depth knowledge of ticket state transitions. Regards, Damir