Hello again, I wrote:

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reporting how many of each category of issue is handled weekly, monthly and so on. It seems like it should be straight-forward enough to generate a report based on what response or category was chosen to associate with each ticket, and how many tickets received any particular response within a given time period. However, the only statistics generated that I can find are for agent performance, not the issues themselves.

Is this something that is addressed in OTRS 1.2?

Robert Kehl replied:

No, sorry, we do not currently provide means from withtin OTRS to get where you want to.

I've noticed references to different levels of importance on a 'to-do' list in the archives. Is this one of those "yeah, it would be nice but we have no priority on when to get to it" features, or is there any chance it's placed a little higher for future versions?

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Is there maybe a different piece of software that others use for this functionality, that can generate information based on what's in the database?

Most people construct raw SQL queries for use in reporting tools mayber.

Well, while I have some SQL, even MySQL, experience, I'm certainly no DBA.

I can't tell you much about staistical report tools, but there must be plenty out there.

Has anyone else found a good reporting tool for these features? I noticed an email in the archives describing MySQL Control Center as a potential interface for this, but has anyone tested this for making similar queries? many thanks, Paul -- Paul Stigaard Operations Analyst Retail Lockbox, Inc.