Hello, Can you please tell me, what do we mean by closing ticket with first customer contact ? How it is related to Articles of the ticket ? Is it possible to generate its report in 'Stats' ? How ? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you