‭Understanding OTRS Stats (Reports)

rep Two kinds of stats exist: dynamic stats and static stats. Users are more familiar with dynamic stats. Many sample dynamic stats are installed into OTRS by default. For example “Tickets Overview” is one of these pre-installed reports. In a static stat you first select an object. Then you select two aspects or properties of the object. OTRS then creates a matrix and uses those 2 properties for rows and columns and uses count of corresponding row and column as each cell’s data. For example consider “Ticket” as an object and “Type” and “Queue” as its properties. Then the above mentioned matrix looks like following:
Queue/Type Incident Service Request Problem
Queue1    2 1 0
Queue2    1 3 2
Queue3 4 5 2
Raw    2 3 3

Using such a stat you can determine how many tickets of type “Problem” exists in queue “Queue1”. While defining a stat, you can set your restrictions on it.
In opposite of dynamic stats, there is static stats. A static stat does not use dynamic objects to generate reports; instead it uses system objects directly to generate a stat. This type of report is indeed a customized report because you must write a real Perl module to create such a stat. The Perl module must have certain sub-routines and all of sub-routines must return data in a certain format. These modules should be placed in “otrs/kernel/system/stats/static”. If you don’t place stat file in this path, you will never even see Static option while defining new stats or editing old stats. There are no default static stats in OTRS.
In the following please consider object “ITSMConfigItem” and its properties as an example for dynamic reports:

  1. Class
  2. Deployment State
  3. Incident State
  4. Hardware Module::Type
  5. Computer::Type
  6. Hardware Device::Type
  7. Location::Type
  8. Software::Type
  9. Software::License Type
  10. Creation Time
  11. Change Time