2017 Ticket Metrics
Calendar Year 2017
Remedy Ticket Resolution
Time to Resolution
| 0-1 Hours | 956 | 27.42% |
| 1-2 Hours | 569 | 16.32% |
| 2-3 Hours | 384 | 11.02% |
| 3-4 Hours | 265 | 7.60% |
| 4-5 Hours | 183 | 5.25% |
| 5-6 Hours | 111 | 3.18% |
| 6-7 Hours | 68 | 1.95% |
| 7-8 Hours | 39 | 1.12% |
| 8-24 Hours | 911 | 26.13% |
| Resolved within 1 day | 3486 | 53.71% |
Time to Resolution
| 1-2 Days | 493 | 16.41% |
| 3-7 Days | 1045 | 34.79% |
| 8-31 Days | 952 | 31.69% |
| 31+ Days | 514 | 17.11% |
| Resolved in more than 1 day | 3004 | 46.29% |
Calendar Year 2017
Tickets Resolved
|
Incidents Resolved by Service |
Count |
% of Total |
|---|---|---|
|
Desktop Support |
2745 |
42.3% |
|
Misc. (Webmaster) |
2459 |
37.9% |
|
Accounts and Access |
349 |
5.4% |
|
Business Applications |
180 |
2.8% |
|
Print Service |
141 |
2.2% |
|
Other |
134 |
2.1% |
|
Software Licensing |
88 |
1.4% |
|
Shared File Services |
82 |
1.3% |
|
Email and Calendar |
81 |
1.2% |
|
Backup, Archive, and Recovery |
52 |
0.8% |
|
Network Service |
51 |
0.8% |
|
IT security |
33 |
0.5% |
|
Instructional Design with Technology |
32 |
0.5% |
|
Managed Web Hosting |
25 |
0.4% |
|
Network Services |
23 |
0.4% |
|
Audio/Video Production and Support |
15 |
0.2% |
|
Total Resolutions |
6490 |
100.0% |