See also

• Remedy snapshot of current tickets

Goal

Identify all resolved tickets in time-period.

Notes

MAJOR

TBD

MINOR

"Assigned Group" is what we see as the assigned group when we open a Remedy ticket. Confirm if this is the field Remedy reports in their "Assigned Group" header, as is likely the case.

• Reason for question: CIT's HelpDesk practice is to "take" tickets from us, changing the "Assigned Group". There is apparently another (hidden?) field that is the group which created the ticket, regardless of how "Assigned Group" subsequently gets changed.
  • For tickets "born" in Chemistry/ Physics, that other field is the one to use, regardless of which group/ person closes it. In our report, would show as closed, but not by one of us (one more line).
  • For tickets "born" elsewhere but ended up in Chemistry/ Physics, the normal "Assigned Group" field is the one to use, along with our staff member who closed the ticket. That's happening now.

Process

I wrote to Frank 1/14/16 to request report from Greg Christofferson. Excerpt:

• Thanks for discussing Remedy reports with me this morning, inspired by Greg Christofferson’s <gc88> recent referral to me. Greg thought he was already sending you the report data that I had discussed with him I wanted for our group.
• What you and I discussed is if we could start with getting data for one month, to start. Get data for each of the 4 full-time staff members in Chemistry IT/ Physics IT with how many tickets we resolved in the Chemistry queue. Once we nail down a report with the right info we can broaden the time, include student staff, and pull in data from our other 2 queues (Chemistry 2 and Physics).

Details

This provides us with a measure of volume, to compare with our monthly snap-shots of outstanding tickets.

Process idea: Do for each month (or quarter), starting with the past 6 months (or 2 years).

Implementation ideas

Example 1: Spreadsheets

From Frank, 1/30/17, "Resolved Time Summary per Assignee: 04/01/2016 to 01/01/2017":

Total flow summary: There is an average of over 6.4 tickets resolved by our group each workday,.

• We averaged 138.5 resolved tickets per month.
• Using 21.7 workdays per month, we come up with: 138.5 / 21.7 = ~6.4 resolved tickets per workday.
  
  • This number assumes (incorrectly!) no holidays observed or vacations taken, both of which reduce the number of workdays available.

Chemistry, for this 8 month period:

Flow summary: 123 tickets per month averages to 5.7 tickets resolved per day.

Physics, for this 8 month period:

Flow summary: 15.5 tickets per month averages to about 0.7 tickets per day.

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In the Month of Sept 2015, ChemIT (Assigned groups: Chemistry and Chemistry (L2)) and PhysIT (Assigned group: Physics) resolved x number of tickets. The are as follows (in a spreadsheet):

Assigned Group, Summary, First Name, Last Name, Contact Type, Reported Date (Why are there two? Do they differ?), Responded Date, Last Resolved Date, Closed Date, Last Acknowledged Date, Last Modified, Re-Opened Date, Service, Status (is either resolved or (auto-)closed, depending on query date), Assignee, Resolution, Customer Building Name, ID.

From Frank, 4/25/16, "Resolved tickets for 3-1 thru 4-12-16":

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From Frank, 3/16/16: For January 2016:

Note: Frank's data had a column for "Hours Captured". We used to put down hours since never got reports with this data, so for this time-period, it's labelled as "No Effort".

Example 2: Pie charts

Pie chart for ChemIT and separate pie chart for PhysIT showing tickets completed by staff member. Annual snapshot?

• Similar to the Library's Desktop Services "DS Resolved Incidents 2014" and "DS Resolved Incidents 2015" web reports.