March Support Ticket Matrix

Every month, IT support staff receive thousands of help tickets from all across campus. Tickets are acknowledged and initially responded to within the same business day and normally resolved within 48 hours. These tickets consist mainly of change reports and incident reports. Change reports happen anytime a user requires a change, such as a software upgrade or new printer install. Incident reports are filed whenever something breaks or stops working correctly. Providing above and beyond customer service on every level is the prevailing goal of the IT Division. That’s why we proactively monitor servers, network ports, and more 24/7.

March Change Reports
March Change ReportsIn March 2019, IT received 2,994 change reports. Of those, 2,529 (84%) were closed within 48 business hours, 182 (6%) were closed within 120 hours and another 75 (3%) were closed by the end of the month. This left 208 (7%) tickets open when the month ended, which includes tickets submitted late in the month that will close early in April.

March Incident Reports
March Incident ReportsIn March 2019, IT received 409 change reports. Of those, 380 (93%) were closed within 48 business hours, 13 (3%) were closed within 120 hours and another 7 (2%) were closed by the end of the month. This left 9 (2%) tickets open when the month ended, which includes tickets submitted late in the month that will close early in April.

Thank you,
Bob-

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