statistics of actions per queue

[oebele]

Hello,

In my company, we have an OTRS-installation that is used by an external party to provide customer support. At the moment they are paying by the number of tickets they close, but recently they started complaining and they want to be paid by the number of emails sent to customers. Now here's my problem: while it's possible to generate statistics on the number of actions in a given time period, this is a static statistic and it will apply to tickets in ALL queues, while our external party only manages part of the queues in our OTRS-installation.

How can I generate the appropriate statistics? Will it be necessary to write a script to extract this info from the DB?

[Daniel Obee]

I'd allways go for direct SQL instead of using the OTRS stats module. Refreshable Excel ODBC is extremly versatile.

That said the information you're looking for can be found in the ticket_history.

Greets
Daniel