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. Click on the Run Statistic button in the new screen.

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 of the times stored in the articles.
Age
The relative age 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.
FirstResponseInMin
The time in minutes from ticket creation to first response (based on working time).
FirstResponseTime
The total time in seconds until the first response time escalation.
FirstResponseTimeDestinationDate
The absolute date of a first response time escalation.
FirstResponseTimeDestinationTime
The escalation time as Unix timestamp.
FirstResponseTimeEscalation
Defines, whether the ticket has escalated or not.
FirstResponseTimeNotification
Defines, whether the defined escalation notification time is reached or not.
FirstResponseTimeWorkingTime
The time in seconds within the defined working time or service time until an escalation of a first response.
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.
SolutionInMin
The total time in minutes until a solution time escalation.
SolutionTime
The total time in seconds until a solution time escalation.
SolutionTimeDestinationDate
The absolute date of a solution time escalation.
SolutionTimeDestinationTime
The solution time escalation as Unix timestamp.
SolutionTimeEscalation
Defines, whether the ticket has escalated or not.
SolutionTimeNotification
Defines, whether the defined escalation notification time is reached or not.
SolutionTimeWorkingTime
The time in seconds within the defined working time or service time until a solution time escalation.
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.
UpdateTimeDestinationDate
The absolute date of an update time escalation.
UpdateTimeDestinationTime
The update time escalation as Unix timestamp.
UpdateTimeEscalation
Defines, whether the ticket has escalated or not.
UpdateTimeNotification
Defines, whether the defined escalation notification time is reached or not.
UpdateTimeWorkingTime
The time in seconds within the defined working time or service time until an update time escalation.