Znuny and ((OTRS)) Community Edition

It doesn't much help in history, but in the future... I'm mostly interested in analyzing history :(, I suppose we cannot fix this retrospectively that what is written in TICKET_HISTORY table cannot be changed by OTRS anymore ? Would you say that if we will verify that StateUpdate is following seque...

Hello, I'm trying to understand how StateUpdates events work in TICKET_HISTORY table, but for merged tickets there are sometime sequences which I don't understad, I think they must be brought there somehow from child tickets. Is there some clear rule/logic biehind which can help to distingush events...

Can you please give some example what would you recommend in general as a good extension for reporting ? We need to get for example .. time when ticket was solved, it's solution time, number of queue hops, time spent per queue, include/exclude child tickets and many more.

Hello, For our internal reporting I'm trying to track status changes over time per each ticket in result format TICKET_ID, STATE_ID, VALFROM, VALTO. At the moment I'm capturing just events NewTicket and StateUpdate, what is strange that sometime TICKET_HISTORY table STATE_ID is changed without occur...