See also
Goal
Identify all resolved tickets in time-period.
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: Spreadsheet
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.
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.