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Calendar Year 2021

VMIT Support Tickets

Pie Chart VMIT Tickets Resolved by Service statistics

Support Team

Total Tickets

Percent

CVM - Desktop Support

2,869

73.3%

CVM - Systems

400

10.2%

CVM - Webmaster

278

7.1%

CVM - ESS

154

3.9%

CVM - Application Support

153

3.9%

CVM - COVID Testing Sites

62

1.6%

Totals

3,916

100.0%

 

*Total tickets submitted 1/1/2021 – 10/31/2021​
NOTE: Does not include all operational support for
COVID Testing Sites

VMIT Tickets – Time to Resolution

Time to Resolution

Total Tickets

Percent

0 days

925

25.0%

1 - 2 days

821

22.2%

3 - 7 days

717

19.4%

8 - 31 days

811

21.9%

Greater than 31 days

428

11.6%

Totals

3,702

100.0%

 

*Resolved tickets submitted 1/1/2021 – 10/31/2021

Pie Chart VMIT Tickets Resolved by Service statistics

VMIT Tickets by Department

Pie Chart VMIT Tickets Resolved by Service statistics
 

*Total tickets submitted 1/1/2021 – 10/31/2021

Department

Tickets

Percent

Animal Health and Diagnostic Center - AHDC

697

17.8%

Cornell University Hospitals for Animals - CUHA

681

17.4%

Administration - CVMADMIN

628

16.0%

Clinical Sciences - DCS

583

14.9%

Population Medicine & Diagnostic Sciences - POPMED

305

7.8%

Biomedical Sciences - BIOMED

240

6.1%

Microbiology & Immunology - MICRO

221

5.6%

Baker Institute and Feline Health Center - BAKER

161

4.1%

Molecular Medicine - MOLEMED

102

2.6%

Department of Public and Ecosystem Health - PEH

101

2.6%

COVID Collection Sites

67

1.7%

Center for Animal Research and Lab Animal Services - CARE

36

0.9%

Educational Support Services - ESS

35

0.9%

Veterinary Medicine Information Technology - VMIT

31

0.8%

Students

28

0.7%

Totals

3,916

100.0%

VMIT Customer Satisfaction Ratings

97% Satisfaction 25% Response Rate

graph VMIT customer satisfaction