Statistics and Reports

This screen acts as a dashboard for statistics and reports.

Note

The agent has to be the member of the group stats to use this dashboard.

Reports

Reports are automatically generated statistics in PDF format, which can be sent via email.

See also

The GoogleChrome::Bin setting needs to be activated in the system configuration in order to include graphs and diagrams in the PDF file.

In this widget, it is possible to set statistics as reports.

Report List Widget

Report List Widget

To create a report:

  1. Click on the + icon in the header of the Report List widget. A new screen will be displayed for the report creation.

  2. Fill in the general information about the report.

    General Report Information

    General Report Information

    Name *

    The name of the report.

    Description *

    Add additional information to this report. It is recommended that you always fill this field with full sentences for better clarity, because the description will also be displayed in the report list.

    Validity

    Set the validity of this report. Reports can only be used in OTRS if this field is set to valid. Setting this field to invalid or invalid-temporarily will disable the use of the report.

  3. Select the times when the report will be automatically generated and fill in the email details.

    Automatic Generation Settings

    Automatic Generation Settings

    No schedule

    No email will be sent automatically.

    Basic schedule

    Select an automatic generation time from the list. An email with the report will be sent at this configured time.

    Custom schedule

    Use cron syntax to define custom times for sending the emails.

    Note

    Scheduled tasks are using the local system time provided by the operating system OTRS is running on.

    Automatic Generation Language

    Select a language from the list for the report generation.

    Email Subject

    The subject for the email containing the report can be added here.

    Email Body

    The body text for the email containing the report can be added here.

    Email Recipients

    The recipients for the email containing the report can be added here, separated by commas.

  4. Fill in the output settings.

    Output Settings

    Output Settings

    Headline

    This text will be used as headline text in the report.

    Title

    The title of the report.

    Caption for Preamble

    The caption for preamble included in the report.

    Preamble

    The preamble text of the report.

    Caption for Epilogue

    The caption for epilogue included in the report.

    Epilogue

    The epilogue text of the report.

  5. Select one or more statistics to be added to the report. Each added statistic has its own overview and settings screen.

    Note

    Only statistics for which Print is defined as the result format in the general settings of the statistics can be added to the report, if the GoogleChrome::Bin setting is not activated in the system configuration.

  6. After all information has been collected and set, click on the Create Report button to create the report.

The edit report screen is the same as the create report screen, but the fields are pre-filled with the current values.

To edit a report:

  1. Select a report in the Report List widget.

  2. Modify the fields.

  3. Click on the Save or Save and Close button.

To run a report immediately:

  1. Click on the play icon in the Run column.

  2. Click on the Run Report button in the new screen.

To delete a report:

  1. Click on the trash icon in the Delete column.

  2. Click on the Yes button in the confirmation dialog.

Statistics

OTRS comes with some pre-installed statistics. Lists of statistics can be found in separate widgets for each type of statistic.

Metrics Widget

This widget lists the statistics that are displayed in a table format.

Metrics Widget

Metrics Widget

Lists Widget

This widget lists the statistics that are displayed in a list format.

Lists Widget

Lists Widget

Static Widget

This widget lists the static statistics.

Static Widget

Static Widget

Creating a new statistic requires some steps.

  1. Click on the + icon in the header of any statistic widget. A new screen will be displayed for the statistic creation.

  2. Select the statistic type. The statistic can be Matrix, List or Static.

    Statistic Type Selection

    Statistic Type Selection

    • Matrix: Each cell contains a single data point.

    • List: Each row contains data of one entity.

    • Static: Non-configurable complex statistics.

  3. Fill in the general information about the statistic.

    General Statistic Information

    General Statistic Information

    Title *

    Add a title for the statistic.

    Description *

    Longer description about the statistic.

    Object *

    Select an object from the list. The available objects depend on the statistic type.

    Permissions *

    You can select one or more groups to define access for different agents.

    Format *

    Select the format that will be available when the statistic is run. Possible formats are CSV, Excel, Graph and Print based on the selected statistic type.

    Time Zone *

    Select a time zone for the generated statistic. The selected time periods in the statistic are time zone neutral.

    This field is not available for static statistics.

    Create summation row

    If this is checked, an additional row is generated containing sums for all data rows.

    Create summation column

    If this is checked, an additional column is generated containing sums for all data columns.

    Valid

    If this is not checked end users can not generate the statistic.

  4. Click on the Generate Statistic button. The screen will be refreshed; the previous widgets will be collapsed, and new widgets will be displayed.

  5. Select the values for the X-axis.

    Configure X-Axis

    Configure X-Axis

    It is possible to allow changes to element values before running the statistic by checking the checkbox below the list.

    The available values depend on the statistic type.

  1. Select the values for the Y-axis.

    Configure Y-Axis

    Configure Y-Axis

    It is possible to allow changes to element values before running the statistic by checking the checkbox below the list.

    The available values depend on the statistic type.

  2. Select the filters for the data.

    Add Filters

    Add Filters

  3. Click on the Save and Close button.

During the statistic creation, a preview widget will show the results.

Preview Statistic Widget

Preview Statistic Widget

Note

The preview uses random data and does not consider data filters.

The edit statistic screen is the same as the create statistic screen, but the fields are pre-filled with the current values.

To edit a statistic:

  1. Select a statistic in any statistic widget.

  2. Modify the fields.

  3. Click on the Save or Save and Close button.

To export a statistic:

  1. Click on the export icon in the Export column.

  2. Choose a location in your computer to save the .xml file.

To import a statistic:

  1. Click on the Import button in the header of any statistic widget.

  2. Select a previously exported .xml file.

  3. Modify the fields and the statistics details, if needed.

  4. Click on the Save or Save and Close button.

To run a statistic immediately:

  1. Click on the play icon in the Run column.

  2. Review the settings and change them in the new screen if needed.

  3. Click on the Run Statistic button.

To delete a statistic:

  1. Click on the trash icon in the Delete column.

  2. Click on the Yes button in the confirmation dialog.

Ticket Attributes for Statistics

The following ticket attributes can be included in statistics using the X-Axis field, if Lists statistics are selected.

See also

Dynamic fields for Ticket object are also listed here. The list of dynamic fields is different in each system and can be reviewed in the Dynamic Fields module of the administrator interface.

Accounted time

Accumulated time units of the time units stored in the articles.

Age

The relative time since ticket creation and now.

Agent/Owner

The owner agent of the ticket.

Close Time

The absolute date and time with timezone when the ticket was closed. This field is empty for open tickets.

Created

The absolute date and time with timezone when the ticket was created.

Customer ID

The customer of the customer user of the ticket.

Customer User

The login name of the customer user of the ticket.

EscalationDestinationDate

The absolute date and time with timezone when the ticket is escalated.

EscalationDestinationIn

The relative time from the current time to the time of escalation.

EscalationResponseTime

Unix timestamp of response time escalation.

EscalationSolutionTime

Unix timestamp of solution time escalation.

EscalationTime

The total time in seconds until escalation of nearest escalation time type: response, update or solution time.

EscalationTimeWorkingTime

The time in seconds within the defined working time or service time until an escalation.

EscalationUpdateTime

Unix timestamp of update time escalation.

First Lock

The absolute date and time with timezone when the ticket was locked first. This field is empty for tickets, that are not locked yet.

FirstResponse

The timestamp of first response.

FirstResponseDiffInMin

The difference in minutes between the specified response time and the actual response time.

This time is suitable to get an overview about the past and shown for open and closed tickets.

FirstResponseInMin

The time in minutes from ticket creation to first response (based on working time) only if first response escalation time is set.

This time is suitable to get an overview about the past and shown for open and closed tickets.

FirstResponseTime

The total time in seconds until the first response time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

FirstResponseTimeDestinationDate

The absolute date of a first response time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

FirstResponseTimeDestinationTime

The escalation time as Unix timestamp.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

FirstResponseTimeEscalation

Indicates whether the ticket has escalated or not.

FirstResponseTimeNotification

Indicates whether the defined escalation notification time is activated or not.

FirstResponseTimeWorkingTime

The time in seconds within the defined working time or service time until an escalation of a first response.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

Last Changed

The absolute date and time with timezone when the ticket was changed.

Lock

The lock state of the ticket.

Number

An auto-increment integer number in the output to show the line numbers.

Number of Articles

The number of articles in the ticket.

Priority

The priority of the ticket.

Queue

The queue in which the ticket is located.

RealTillTimeNotUsed

Unix timestamp of pending time.

Responsible

The responsible agent of the ticket.

Service

The service of the ticket. If no service is assigned, this field is empty.

SLA

The SLA of the ticket. If no SLA is assigned, this field is empty.

SLAID

The ID of the SLA of the ticket. If no SLA is assigned, this field is empty.

SolutionDiffInMin

The difference in minutes between the specified solution time and the actual solution time.

This time is suitable to get an overview about the past and shown for open and closed tickets.

SolutionInMin

The total time in minutes until a solution time escalation.

This time is suitable to get an overview about the past and shown for open and closed tickets.

SolutionTime

The total time in seconds until a solution time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

SolutionTimeDestinationDate

The absolute date of a solution time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

SolutionTimeDestinationTime

The solution time escalation as Unix timestamp.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

SolutionTimeEscalation

Indicates whether the ticket has escalated or not.

SolutionTimeNotification

Indicates whether the defined escalation notification time is activated or not.

SolutionTimeWorkingTime

The time in seconds within the defined working time or service time until a solution time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

State

The state of the ticket.

StateType

State type of the ticket.

Ticket#

The ticket number.

Title

The title of the ticket.

Type

The type of the ticket.

UnlockTimeout

Time until the ticket is automatically unlocked.

UntilTime

Total seconds till pending.

UpdateTime

The total time in seconds until an update time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

UpdateTimeDestinationDate

The absolute date of an update time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

UpdateTimeDestinationTime

The update time escalation as Unix timestamp.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

UpdateTimeEscalation

Indicates whether the ticket has escalated or not.

UpdateTimeNotification

Indicates whether the defined escalation notification time is activated or not.

UpdateTimeWorkingTime

The time in seconds within the defined working time or service time until an update time escalation.

This time is only suitable to get an overview about the current situation because it is shown only for open tickets.

Explanation for Static Statistics

Changes of status in a monthly overview

Monthly overview, which reports status changes per day of a selected month.

Response Statistic

This static type statistic makes it possible to count how many times a response template has been used on a time frame. The result can be filtered by a time period and by queues.

Statistics for Queue Resting Time

You are able to calculate the resting time of tickets for queues with this statistic module. The statistic considering also the close times of tickets. This accounted time will not added to the resting time or the resting time based on working period. The resting time based on working periods will be only displayed if you have configured calendars for your queues.

Available columns are:

  • Number: numeration of the ticket list.

  • Ticket#: ticket number.

  • Ticket ID: internal ID of the ticket.

  • Created: ticket creation date.

  • Changed: last change date of the ticket.

  • Closed: last close date of the ticket.

  • Status: current state of the ticket.

  • Type: current type of the ticket.

  • Queue: current queue based on the history entries.

  • Queue join time: date based on history entries (ticket created in this queue, moved into this queue while being open or reopened in this queue).

  • Queue left time: date based on history entries (ticket closed in this queue or moved out of this queue while being open). Empty if ticket was still open and in this queue at end of reporting time-frame.

  • Resting time (seconds): count of the duration when the ticket stayed in the queue, based on join and left time. Times in which a ticket was closed will not be counted.

  • Resting time (HH:MM:SS): count of the duration when the ticket stayed in the queue, formatted as hours, minutes and seconds.

  • Resting time (Working hours, seconds): count of the duration when the ticket stayed in the queue based on the queue configured working calendars in the system configuration (this field will be empty if no calendar is configured).

  • Resting time (Working hours, HH:MM:SS): formatted count of the duration when the ticket stayed in the queue based on the queue configured working calendars in the system configuration (this field will be empty if no calendar is configured).

  • Criticality: current criticality of the ticket.

  • Impact: current impact of the ticket.

To use the list object:

  1. Create a new List statistic.

  2. Choose the object OTRSStatsQueueRestingTime.

  3. Configure the rest of the configuration options according to your wishes.

  4. Run the statistic with output print or CSV.

  5. All tickets matching the restrictions will be shown. Additional tickets will be shown, if they were created before the beginning of the reporting and were still open during the reporting time frame.

Statistics for Queue Working Time

This statistic is a modified ticket list to calculate the working time per queue. This modified ticket list statistic contains 3 new columns for the X-axis. In general the time for the 3 new columns is calculated on the time where ticket was not in a closed, removed or merged state type.

All queues in the system have the Time, Working Time and Effective Time column for this statistic object.

Example queue Misc:

  • Queue Misc Time contains the time the agent have worked on the ticket.

  • Queue Misc Working Time contains the time the agent have worked on the ticket based on the working calendars of the queue Misc.

  • Queue Misc Effective Time contains the time the agent set as time units for the ticket while it was in the queue Misc. The values are displayed for each agent by first and last name in the same column (comma separated).

To use the list object:

  1. Create a new List statistic.

  2. Choose the object OTRSStatsQueueWorkingTime.

  3. In the X-axis section, select the columns for the queue you like to display the working time or time.

  4. Set all other restrictions and sort options you need for the statistic to complete the configuration.

  5. Generate your statistic.

Statistics for Service Management

The following metrics can be added to the system as new statistics:

Total number of all tickets ever created per Ticket-Type and Priority
Total number of all tickets ever created per Ticket-Type and State
Total number of all tickets ever created per Ticket-Type and Queue
Total number of all tickets ever created per Ticket-Type and Service
Monthly overview of all tickets created in the last month per Ticket-Type
Monthly overview of all tickets created in the last month per Priority
Monthly overview of all tickets created in the last month per State
Monthly overview of all tickets created in the last month per Queue
Monthly overview of all tickets created in the last month per Service
Number of tickets created in a specific time period per Ticket-Type and Priority
Number of tickets created in a specific time period per Ticket-Type and State
Number of tickets created in a specific time period per Ticket-Type and Queue
Number of tickets created in a specific time period per Ticket-Type and Service
Number of currently open tickets per Ticket-Type and Priority
Number of currently open tickets per Ticket-Type and Queue
Number of currently open tickets per Ticket-Type and Service
Total number of all configuration items ever created per Class and State
Monthly overview of all configuration items created in the last month per Class
Monthly overview of all configuration items created in the last month per State
Number of configuration items created in a specific time period per Class and State
First level solution rate for all tickets ever created per Ticket-Type and Priority
First level solution rate for all tickets ever created per Ticket-Type and Queue
First level solution rate for all tickets ever created per Ticket-Type and Service
Monthly overview of first level solution rate per Ticket-Type in the last month
Monthly overview of first level solution rate per Priority in the last month
Monthly overview of first level solution rate per Queue in the last month
Monthly overview of first level solution rate per Service in the last month
First level solution rate for all tickets created in a specific time period per Ticket-Type and Priority
First level solution rate for all tickets created in a specific time period per Ticket-Type and Queue
First level solution rate for all tickets created in a specific time period per Ticket-Type and Service
Average solution time for all tickets ever created per Ticket-Type and Priority
Average solution time for all tickets ever created per Ticket-Type and Queue
Average solution time for all tickets ever created per Ticket-Type and Service
Monthly overview of the average solution time per Ticket-Type in the last month
Monthly overview of the average solution time per Priority in the last month
Monthly overview of the average solution time per Queue in the last month
Monthly overview of the average solution time per Service in the last month
Average solution time of tickets created in the last month per Ticket-Type and Priority
Average solution time of tickets created in the last month per Ticket-Type and Queue
Average solution time of tickets created in the last month per Ticket-Type and Service

Statistics for Appointment

You can set up new list statistics using the AppointmentList statistic back end to create statistics about the stored appointments in your OTRS system. It is a regular statistic (e.g. like the TicketList statistic), which means you can configure the X-axis and Y-axis to your needs. A lot of the appointment attributes are even available as restrictions.

Some of the selectable attributes are calculated on-the-fly:

  • Age

  • Days

  • Hours

The filter Period could be used to combine start and end time of an appointment with the OR operator instead of AND operator. For example the filter Start Time with a relative time period for the current one month will not show appointments starting one month before but ends in the current month. To see such appointments, you have to use the Period filter. Appointments which are overlapping are split.

For each linked ticket one row is added to the statistic output. For example an appointment is linked with two tickets, the appointment is shown twice.

Note

Please be careful if you are using teams and resources to filter the appointments. Unfortunately it is not possible to filter for teams and resources on database level, meaning the time which is needed to create a statistic could be higher than usual.

Scroll to Top