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
To create a report:
Click on the + icon in the header of the Report List widget. A new screen will be displayed for the report creation.
Fill in the general information about the report.
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 only if this field is set to valid. Setting this field to invalid or invalid-temporarily will disable the use of the report.
Select the times when the report will be automatically generated and fill in the email details.
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.
- 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.
Fill in the 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.
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.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:
- Select a report in the Report List widget.
- Modify the fields.
- Click on the Save or Save and Close button.
To run a report immediately:
- Click on the play icon in the Run column.
- Click on the Run Report button in the new screen.
To delete a report:
- Click on the trash icon in the Delete column.
- 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 list the statistics that are displayed in a table format.
Metrics Widget
- Lists Widget
This widget list the statistics that are displayed in a list format.
Lists Widget
- Static Widget
This widget list the static statistics.
Static Widget
Creating a new statistic requires some steps.
Click on the + icon in the header of any statistic widget. A new screen will be displayed for the statistic creation.
Select the statistic type. The statistic can be Matrix, List or Static.
Statistic Type Selection
- Matrix: Each cell contains a single data point.
- List: Each row contains data of one entity.
- Static: Non-configurable complex statistics.
Fill in the general information for the statistic.
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.
Click on the Generate Statistic button. The screen will be refreshed; the previous widgets will be collapsed, and new widgets will be displayed.
Select the values for the 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 the statistic type.
Select the values for the 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 the statistic type.
Select the filters for the data.
Add Filters
Click on the Save and Close button.
During the statistic creation, a preview widget will show the results.

Statistic Preview 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:
- Select a statistic in any statistic widget.
- Modify the fields.
- Click on the Save or Save and Close button.
To export a statistic:
- Click on the export icon in the Export column.
- Choose a location in your computer to save the
.xml
file.
To import a statistic:
- Click on the Import button in the header of any statistic widget.
- Select a previously exported
.xml
file. - Modify the fields and the statistics details, if needed.
- Click on the Save or Save and Close button.
To run a statistic immediately:
- Click on the play icon in the Run column.
- Click on the Run Statistic button in the new screen.
To delete a statistic:
- Click on the trash icon in the Delete column.
- Click on the Yes button in the confirmation dialog.