G'day Ray,
Would it be feasible to periodically publish OTRS statistics? Something that appears, for example, as 80% refusal, 19% negotiation, 1% capitulation could give a clearer picture.
Cuteness aside ("capitulation", heh!), I think this would be useful. The problem, though, is that it's very subjective. How do we deal with disagreements over how we characterise an OTRS resolution?