As a feature request, would it possible to add a field called "Rate" and another called "Charges"? In this way we could have "Work Units" equal the amount of time spent on a ticket, "Rate" equal the engineer's billing rate, and "Charges" be calculated by the system to equal "Work Units" times "Rate". One more thing... :-) Would it be possible to have the Charges calculation done for each response to a ticket, because as a ticket gets escalated, the senior engineer who closes the ticket by solving the problem will be charging a higher rate than the junior engineer who first opened the ticket but who was unable to solve the problem. There also then ought to be a "Total Charges for This Ticket" field, equal to the sum of all of the "Charges" made by everyone who worked on the ticket. And then :-) too it would be nice to have two reports; one which shows the sum of all of the "Total Charges for This Ticket" for all of the tickets in a given queue (I am thinking of a subqueue for each client called "To Be Billed" and another subqueue called "Already Billed in 2003"). The second report would show, for each engineer, the number of hours they billed during a given period, and the amount of revenue they generated, in total and by client, during that same period. Not too much to ask, is it? ;-) Thanks!!! Mark P.S. In all seriousness, even for internal help desks that don't actually charge customers, having reports that enable the desk managers to track how productive their employees are, and which can also justify their department's budget to upper management, especially these days, I'm sure would be welcomed by many OTRS users. _____________________________________________ A Message From... L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Private: LMStone@LMStone.com Web: http://www.rnome.com