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.

April Change Reports
In April 2019, IT received 5,386 change reports. Of those, 4,568 (85%) were closed within 48 business hours, 377 (7%) were closed within 120 hours and another 199 (4%) were closed by the end of the month. This left 242 (4%) tickets open when the month ended, which includes tickets submitted late in the month that will close in early May.

April Incident Reports
In April 2019, IT received 400 change reports. Of those, 365 (91%) were closed within 48 business hours, 10 (3%) were closed within 120 hours and another 16 (4%) 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 in early April.

Thank you,
Bob Lim