See also

• Remedy snapshot of current tickets

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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.

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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

Rolled-up summaries, useful to detect variability or trends

Tickets resolved in July 2017

• From Frank, 8/15/17

Assumptions for analysis portion

• Since JUST the month of July, simply counted the work days, taking into account staff holidays this month (Tues. 7/4: Independence Day): 20 work days.
• See prior analysis if care to have numbers for average number of work days over several months.

Total flow summary: There is an average of over 4.85 tickets resolved by our group each workday, for both Chemistry and Physics.

• We had 97 resolved tickets this month for both Chemistry and Physics.
• At 20 workdays this month: 97 / 20 = ~4.85 resolved tickets per workday.

Chemistry, for this 1 month period:

Flow summary: 87 tickets per month averages to 4.35 tickets resolved per day.

Physics, for this 1 month period:

Flow summary: 10 tickets per month averages to about 0.50 tickets per day.

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Tickets resolved in June 2017

• From Frank, 7/13/17

Assumptions for analysis portion

• Since JUST the month of June, simply counted the work days, taking into account staff holidays this month (none): 22 work days.
• See prior analysis if care to have numbers for average number of work days over several months.

Total flow summary: There is an average of over 5.32 tickets resolved by our group each workday, for both Chemistry and Physics.

• We had 117 resolved tickets this month for both Chemistry and Physics.
• At 22 workdays this month: 117 / 22 = ~5.32 resolved tickets per workday.

Chemistry, for this 1

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month period:

Flow summary: 100 tickets per month averages to 4.54 tickets resolved per day.

Physics, for this 1 month period:

Flow summary: 17 tickets per month averages to about 0.77 tickets per day.

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Tickets resolved in May 2017

• From Frank, 6/2/17

Assumptions for analysis portion

• Since JUST the month of May, simply counted the work days, taking into account staff holidays this month (Mon. 5/29: Memorial Day): 22 work days.
• See prior work if care to have numbers for average number of work days over several months.

Total flow summary: There is an average of over 4.77 tickets resolved by our group each workday, for both Chemistry and Physics.

• We averaged 105 resolved tickets per month for both Chemistry and Physics.
• At 22 workdays per month: 105 / 22 = ~4.77 resolved tickets per workday.

Chemistry, for this 1 month period:

Flow summary: 92 tickets per month averages to 4.2 tickets resolved per day.

Physics, for this 1 month period:

Flow summary: 13 tickets per month averages to about 0.59 tickets per day.

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Tickets resolved in April 2017

• From Frank, 5/2/17

Assumptions for analysis portion

• Since JUST the month of April, simply counted the work days, taking into account no staff holidays this month: 20 work days.
• See prior work if care to have numbers for average number of work days over several months.

Total flow summary: There is an average of over 5.75 tickets resolved by our group each workday, for both Chemistry and Physics.

• We averaged 115 resolved tickets per month for both Chemistry and Physics.
• At 20 workdays per month: 115 / 20 = 5.75 resolved tickets per workday.

Chemistry, for this 1 month period:

Flow summary: 100 tickets per month averages to 5 tickets resolved per day.

Physics, for this 1 month period:

Flow summary: 15 tickets per month averages to about 0.75 tickets per day.

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

Assumptions for analysis portion

• In a year, 52 weeks * 5 workdays = 260 workdays/yr. Assume staff have 3 weeks vacation, and 2 weeks University Holidays, so 5 weeks * 5 days = 25 workdays. Thus 235 workdays per year (=260-25).
• 19.6 workdays per month (=235/12). This represents the available FTEs.

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.
• Per above assumption, 19.6 workdays per month: 138.5 / 19.6 = ~7.1 resolved tickets per workday.

Chemistry, for this 8 month period:

Flow summary: 123 tickets per month averages to 6.3 tickets resolved per day.

Physics, for this 8 month period:

Flow summary: 15.5 tickets per month averages to about 0.8 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):

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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?

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