Hi All, I don't know whether I am posting this query at the right place but hope you will definitely help me in this regard. I have a RHEL Server running OTRS Tool in which Ticket Tracking process is running successfully. But I am regularly facing a shortage of a relevant REPORT GENERATION according to my needs. Here are my requirements: 1. I want a REPORT Generation for Escalated Ticket grouped by Agents and further details of Ticket number and ticket Details plus Raised Username, Raised By, Raised Date etc. The Tool is Superb, No Doubt. But My Manager wants a report to be generated which I think is still missing to my needs. So Pls do advise me to tweak with the script or further configuration I need to make to make it work. Ajeet This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.