Helpdesk RT Metrics for FY2011. As of June 30th, 2011
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1 Helpdesk RT Metrics for FY211 As of June 3th, 211
2 Points of Interest Account issues still make up about 64% of all Helpdesk issues The majority of account issues are password resets, and of those 7 8% appear to be related to the security questions There was a big jump in networking issues reported to the Helpdesk in September in line with the beginning of Fall Term, but we continue to see an elevated number in this category Walk in and phone are still the primary methods customers use to contact the Helpdesk Undergraduate students is the largest group of customers the Helpdesk serves, and the second largest group is Faculty The primary method of payment for hardware repair was cash/credit card/check
3 Points of Interest (cont.) Apple made up 49% of all hardware repair check ins, and of those 63% were out of warranty Of all tickets logged in RT, between 15 2% are entered at the IS Helpdesk Of the Helpdesk tickets, CAS customers make up about 4% Of all tickets logged in RT, Information Services enters 6 65%, but the percentage is diluting due to additional customers implementing the system New customers for FY11 include Business Affairs, Purchasing and Contracts Services, Athletics, The Alumni Association, and CAS
4 Helpdesk Tickets by Type Q1/Q Web Development Shell Security Other OS Networking Hardware Applications Account Issues July Aug Sep Oct Nov Dec
5 Helpdesk Tickets by Type Q3/Q Web Development Virus Removal Shell Security Other OS Networking Housecall Hardware Applications Account Issues Jan Feb Mar Apr May Jun
6 Helpdesk Tickets by Contact Method Q1/Q July Aug Sep Oct Nov Dec Phone Walk in
7 Helpdesk Tickets by Contact Method Q3/Q Phone Walk in Jan Feb Mar Apr May Jun
8 Helpdesk Tickets by Affiliation Q1/Q Undergraduate Staff Retired Graduate Faculty Community Associate July Aug Sep Oct Nov Dec
9 Helpdesk Tickets by Affiliation Q3/Q Undergraduate Staff Retired Graduate Faculty Community Associate Jan Feb Mar Apr May Jun
10 2 Helpdesk Issues by Affiliation (1st Quarter) Undergraduate Staff Retired Graduate Faculty Community Associate Account Issues Applications Hardware Networking OS Other Security Shell Web Development
11 1 Helpdesk Issues by Affiliation (2nd Quarter) Undergraduate 5 Staff Retired Graduate Faculty Community Associate
12 4 Helpdesk Issues by Affiliation (3rd Quarter) Undergraduat Staff 2 Retired Graduate Account Issues Applications Hardware Networking OS Other Shell Virus Removal Web Development 7 Security Faculty Community Associate
13 12 Helpdesk Issues by Affiliation (4th Quarter) Undergraduate 6 Staff Retired 238 Graduate 4 Faculty Community Associate
14 CC/Cash/Check Index Warranty Other Printer Other Other Printer Purchase Hardware Q Apple Dell HP IBM/Lenovo Other Warranty Index CC/Cash/Check 23 34
15 Warranty Index CC/Cash/Check Other Printer Purchase Printer Printer Purchase Other Printer Purchase Hardware Q Apple Dell HP IBM/Lenovo Other CC/Cash/Check Index Warranty 25 36
16 Warranty Index CC/Cash/Check Other Printer Purchase Printer Printer Purchase Other Printer Purchase Hardware Q Apple Dell HP IBM/Lenovo Other CC/Cash/Check Index Warranty 25 36
17 Warranty Index CC/Cash/Check Other Printer Purchase Printer Other Printer Purchase Purchase Other Printer Purchase Hardware Q Apple Dell HP IBM/Lenovo Other CC/Cash/Check Index Warranty 39 24
18 Helpdesk Issues by School First Quarter FY11 A D First Quarter FY11 E U
19 Helpdesk Issues by School Second Quarter FY11 A D Second Quarter FY11 E U
20 Helpdesk Issues by School Third Quarter FY11 A D Third Quarter FY11 E U
21 Helpdesk Issues by School Fourth Quarter FY11 A D Fourth Quarter FY11 E U
22 Helpdesk Issues by School Q CAS Undeclared 186 AAA Journalism Other Administrative 174 Business Law Education Music and Dance Affiliated CEP Information Services
23 Helpdesk Issues by School Q CAS Undeclared AAA Journalism 472 Other Administrative Business Law Education Music and Dance Affiliated CEP Information Services
24 Helpdesk Issues by School Q CAS Undeclared AAA 372 Journalism Other Administrative Business 239 Law Education Music and Dance Affiliated CEP Information Services
25 Helpdesk Issues by School Q CAS Undeclared 162 AAA Journalism Other Administrative Business Law Education Music and Dance Affiliated CEP Information Services
26 Total Tickets by Dept Q1 Health Center Student Affairs VPFA Business School Education Library Rec Center Music Information Services Portland Center Enrollment Services Honors College Journalism 1445 EMU Law HR Housing Blackboard AAA DPS
27 Total Tickets by Dept Q Health Center Student Affairs VPFA Business School Education Library Rec Center Music Information Services Portland Center Enrollment Services Honors College Journalism EMU Law HR Housing Blackboard AAA DPS Business Affairs PCS Athletics Alumni Assoc CAS
28 Total Tickets by Dept Q3 29 Health Center Student Affairs VPFA Business School Education Library Rec Center Music Information Services Portland Center Enrollment Services Honors College Journalism 1288 EMU Law HR Housing Blackboard AAA DPS Business Affairs
29 Total Tickets by Dept Q4 Health Center Student Affairs VPFA Business School Education Library Rec Center Music Information Services Portland Center Enrollment Services Honors College Journalism EMU Law HR Housing 1513 Blackboard AAA DPS Business Affairs PCS Athletics Alumni Assoc CAS
30 For more information: Information Services Helen Chu Director, Academic Technology University of Oregon Patrick Chinn Special Projects Coordinator University of Oregon Sara Stubbs Assistant Director, Academic Services University of Oregon Geoff Mayes Web Applications Developer University of Oregon
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015
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