Statistics¶

Use this screen to manage statistics. A fresh OTOBO installation already contains some statistics by default. The statistics management screen is available in the Statistics menu item of the Reports menu.

Statistics Overview Screen

Manage Statistics¶

Three type of statistics are available in OTOBO.

Add Statistics Screen

Dynamic Matrix: Each cell contains a singular data point.
Dynamic List: Each row contains data of one entity.
Static: Non-configurable complex statistics.

To create new statistics:

Click on the Add Statistics button in the left sidebar.
Select the type for the new statistics.
Fill in the required fields.
Click on the Save button.

Add General Specification Section

To edit statistics:

Click on a statistics number in the list of statistics.
Modify the fields and the statistics details.
Click on the Save or Save and finish button.

Edit General Specification Section

To import statistics:

Click on the Import Statistics button in the left sidebar.
Click on the Browse… button and select a previously exported .xml file.
Click on the Import button.
Modify the fields and the statistics details.
Click on the Save or Save and finish button.

Import Statistics Configuration Screen

To export statistics:

Click on the download icon in the list of statistics.
Choose a location in your computer to save the .xml file.

To delete statistics:

Click on the trash icon in the list of statistics.
Click on the OK button in the confirmation screen.

To run statistics:

Click on the play icon in the list of statistics.
Review the statistics details.
Click on the Run now button.

View Statistics Screen

To preview statistics:

Go the the edit screen of a statistics.
See the preview.
Change the settings to view different type of graphs.
Change the values of X-axis, Y-axis and Filter with the respective buttons.

Statistics Preview Widget

Note

The preview uses random data and does not consider data filters.

General Statistics Specification¶

The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.

Title *: The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table.
Description: Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.
Permissions *: You can select one or more groups to define access for different agents.
Result formats *: You can select, in which format should be able to see the statistics.
Time Zone *: The selected time periods in the statistics are time zone neutral.
Create summation row: Generate an additional row containing sums for all data rows.
Create summation column: Generate an additional column containing sums for all data columns.
Cache results: Stores statistics result data in a cache to be used in subsequent views with the same configuration (requires at least one selected time field).
Show as dashboard widget: Provide the statistics as a widget that agents can activate in their dashboard.

Note

Enabling the dashboard widget will activate caching for this statistics in the dashboard.
Validity *: Set the validity of this resource. Each resource can be used in OTOBO only, if this field is set to valid. Setting this field to invalid will disable the use of the resource.

Ticket Attributes for Statistics¶

The following ticket attributes can be included in statistics using the X-axis button, if Dynamic Lists statistics are selected.

Number: An auto-increment integer number in the output to show the line numbers.
Ticket#: The ticket number.
Age: The relative age since ticket creation and now.
Title: The title of the ticket.
Created: The absolute date and time with timezone when the ticket was created.
Last Changed: The absolute date and time with timezone when the ticket was changed.
Close Time: The absolute date and time with timezone when the ticket was closed. This field is empty for open tickets.
Queue: The queue in which the ticket is located.
State: The state of the ticket.
Priority: The priority of the ticket.
Customer User: The login name of the customer user of the ticket.
Customer ID: The customer of the customer user 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.
Type: The type of the ticket.
Agent/Owner: The owner agent of the ticket.
Responsible: The responsible agent of the ticket.
Accounted time: Accumulated time of the times stored in the articles.
EscalationDestinationIn: The relative time from the current time to the time of escalation.
EscalationDestinationDate: The absolute date and time with timezone when the ticket is escalated.
EscalationTimeWorkingTime: The time in seconds within the defined working time or service time until an escalation.
EscalationTime: The total time in seconds until escalation of nearest escalation time type: response, update or solution time.
FirstResponse: The timestamp of first response.
FirstResponseInMin: The time in minutes from ticket creation to first response (based on working time).
FirstResponseDiffInMin: The difference in minutes between the specified response time and the actual response time.
FirstResponseTimeWorkingTime: The time in seconds within the defined working time or service time until an escalation of a first response.
FirstResponseTimeEscalation: Defines, whether the ticket has escalated or not.
FirstResponseTimeNotification: Defines, whether the defined escalation notification time is reached or not.
FirstResponseTimeDestinationTime: The escalation time as Unix timestamp.
FirstResponseTimeDestinationDate: The absolute date of a first response time escalation.
FirstResponseTime: The total time in seconds until the first response time escalation.
UpdateTimeNotification: Defines, whether the defined escalation notification time is reached or not.
UpdateTimeDestinationTime: The update time escalation as Unix timestamp.
UpdateTimeDestinationDate: The absolute date of an update time escalation.
UpdateTimeWorkingTime: The time in seconds within the defined working time or service time until an update time escalation.
UpdateTime: The total time in seconds until an update time escalation.
SolutionTime: The total time in seconds until a solution time escalation.
SolutionInMin: The total time in minutes until a solution time escalation.
SolutionDiffInMin: The difference in minutes between the specified solution time and the actual solution time.
SolutionTimeWorkingTime: The time in seconds within the defined working time or service time until a solution time escalation.
SolutionTimeEscalation: Defines, whether the ticket has escalated or not.
SolutionTimeNotification: Defines, whether the defined escalation notification time is reached or not.
SolutionTimeDestinationTime: The solution time escalation as Unix timestamp.
SolutionTimeDestinationDate: The absolute date of a solution 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.
Lock: The lock state of the ticket.
StateType: State type of the ticket.
UntilTime: Total seconds till pending.
UnlockTimeout: Time until the ticket is automatically unlocked.
EscalationResponseTime: Unix timestamp of response time escalation.
EscalationSolutionTime: Unix timestamp of solution time escalation.
EscalationUpdateTime: Unix timestamp of update time escalation.
RealTillTimeNotUsed: Unix timestamp of pending time.
Number of Articles: The number of articles in the ticket.
Process: The name of the process in which a process ticket is involved.
Activity: The name of the activity in the process.
Activity Status: The status of the activity in the process.
DynamicField_NameX: The name of the dynamic fields added to the system. The list of dynamic fields is different in each system.