We have been using Redmine for our support and I really like it however upon using this i'm facing issues on how to extract data in terms of reports, we need following reports.
1. No of open/closed incidents/tasks/issues
2. I should be able to run this report against the user so I can filter it by user and incident status for eg: Show me all closed incidents by Paul
3. Company wide report where we can see how many incidents were created by our customers and how many were closed so it gives us a bug picture of how well our organization is running and how many incidents we get per month and make some projections.
It's a grt s/w as it captures data pretty good and keeps us informed via email, however adding this reporting capabilities will allow us to summarize what's happening & if needed we can share it with our clients.