Ticket and Task Integration?

[ajeetraina]

I have been using Dotproject for few months.All My Manager wants me to generate a report which will generate data which will hold total time a user spent on tickets plus time spent on task.
He wants Total Time = Ticket handling time + Time spent on Project and Task alongwith.

Can anyone help me how can I add one more label which will generate Report for that.

2nd Query: I can see ticketing option is there but dont see Escalated option therein.
Any module which gonna support that.

I will be grateful if someone would suggest me for Task and Ticket Management Tool just like Dotproject but with more options of Tickets Esacalation and SLAs.

Thanks for ur time,