Hi Chris, On Thu, Jul 31, 2003 at 03:34:05PM -0400, Chris Salter wrote:

We're using OTRS here to get our support emails under control, and for the most part it's working very well. However, upper management has asked me to give them more information about what's going on in the system.

Fine! :)

Basically, what we would really like to have is a way of getting daily reports (at the end of each day) telling us how many tickets we have still open, how many new tickets haven't received a response (this should always be 0 for us, they just want to see it), stuff like that. They would also like to know how many new tickets have come in each day, how many tickets were closed that day, how many were closed by each agent, how long each was open for, the average time before a ticket was answered, the longest that a ticket went without being answered, and so on and so forth. Basically, what they really want to know is how long is it taking us to get back to people and to solve their problems, and is anyone falling through the cracks.

Are there any plans to create an improved reporting module so that we can get better stats from our OTRS system? If so, is there a timetable?

Yes, it's on the todo list to generate a detail reporting. At the moment the most people take the generic stats module ( scripts/SystemStatsGeneric.pm) and the database pic ( doc/otrs-database.dia) to generate the own wanted stats.

-- Chris Salter

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.