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 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.

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

Metrics Widget
Lists Widget: This widget lists the statistics that are displayed in a list format.

Lists Widget
Static Widget: This widget lists 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 about 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 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 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.

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:

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.

Ticket Attributes for Statistics¶

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