As a part of the Institutional Optimization process, a key recommendation for NIC Information Technology Services was to report out to the campus on Information Technology statistics twice annually. The following information is provided for the Fall 2016 Semester.
Just prior to the Fall 2016 semester, Information Technology acquired a new ticketing system which provides better overall statistics and ticket tracking for the campus community. The online submission of tickets was opened to the campus late in the semester so the following numbers reflect primarily help desk calls, emails, and drop-in assistance.
During the Fall 2016 Semester, the NIC ticketing system logged 2644 tickets into the new system.
Fall 2016 Findings
Total Tickets by Department
Total Tickets by Type
Total Student Requests by Type
Total Tickets by Week
Total Tickets by Day and Week
Ticket Status Report
Ticket Classification Report
Fall 2016 Findings
In the Fall 2016 Semester, Information technology acquired a new system for identity management and account provisioning. In analyzing the tickets submitted over the course of a semester, it was found that two of the highest category ticket areas were related directly to account access and password resets. The newly acquired system will greatly improve this ability by offering both automated account management, automatic access controls, and also a web based self-service password reset module. After our initial investigation and working with the vendor on different requirements, this project is slated to begin work in the Spring 2017 semester. We are targeting a Fall 2017 launch date for our first implementation phase of the Identity Management System.
Fall 2016 was the first phase of implementing a new ticketing system at North Idaho College. For most of the semester, this system was only used by helpdesk staff and IT employees. In December of 2016, the web form submission was opened to the entire campus for requesting tickets and services. We anticipate higher numbers of tickets in the spring semester because of this new ability. IT will also continue to improve its tracking and monitoring of tickets to include time spent on tickets. This is a new process for IT and we will be piloting this new reporting feature in the Spring 2017 semester. This should provide us with more data regarding time spent on specific ticket types.
Total Tickets by Department:
The following information reflects the different departments that are currently set up within the ticketing system and how many tickets were received for each respective department:
| Acct/Dept |
Ticket Count |
| Admissions |
118 |
| Adult Education Center |
23 |
| Advising Services |
27 |
| Aerospace |
16 |
| Aging and Adult Services |
4 |
| ASNIC |
4 |
| Athletics |
23 |
| Auxiliary Services |
37 |
| Bonners Ferry Center |
16 |
| Bookstore |
12 |
| Business and Professional Programs Division |
114 |
| Business Office |
46 |
| Campus Security |
4 |
| Career and Technical Education |
24 |
| Career Services |
16 |
| Center for New Directions |
4 |
| Children's Center |
13 |
| College Skills Division |
29 |
| Communication and Fine Arts Division |
51 |
| Communications and Marketing |
24 |
| Community and Governmental Relations |
12 |
| Conferencing and Campus Events |
4 |
| Custodial Services |
7 |
| Development/NIC Foundation |
8 |
| Disability Support Services |
15 |
| Dual Credit and Tech Prep |
18 |
| eLearning |
23 |
| English and Humanities Division |
75 |
| Enrollment Services |
6 |
| Facilities |
22 |
| Financial Aid |
42 |
| Fleet Services |
4 |
| Food Services |
7 |
| Grounds |
1 |
| Head Start |
11 |
| Health Professions and Nursing |
97 |
| Human Resources |
37 |
| Information Technology |
420 |
| Institutional Effectiveness |
5 |
| Landscape Services |
5 |
| Library |
35 |
| Mail/Copy Center Services |
11 |
| Math, Computer Science, and Engineering Division |
83 |
| Natural Sciences Division |
67 |
| Office of Instruction |
23 |
| Other |
76 |
| Outdoor Pursuits |
4 |
| Physical Education, Dance, and Resort/Recreation Management Division |
14 |
| President's Office |
10 |
| Registrar |
47 |
| Sandpoint Center |
13 |
| Schuler Auditorium |
16 |
| Silver Valley Center |
11 |
| Social and Behavioral Sciences Division |
31 |
| Student Development |
21 |
| Student Health and Counseling Services |
2 |
| Student Services |
19 |
| Students |
558 |
| Testing Center |
13 |
| Trades and Industry Division |
74 |
| TRIO Student Support Services |
14 |
| Veterans Services |
4 |
| Village Project (CEI) |
4 |
| Workforce Training and Community Education |
70 |
Total 2644
Fall 2016 Tickets by Department
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Total Tickets by Type:
Information Technology at North Idaho College currently uses defined ticket categories to define different tickets. The following are the types of tickets received during the Fall 2016 Semester.
| 25Live |
1 |
| Access request |
394 |
| Adobe |
2 |
| Analysis |
8 |
| Blackboard |
78 |
| Blackboard IM |
1 |
| Cable |
8 |
| Camtasia Studio, Snagit |
2 |
| Classroom Equipment |
135 |
| Colleague |
44 |
| Colleague UI |
10 |
| Computer |
67 |
| Data Breach |
1 |
| Device Support |
6 |
| eFax |
12 |
| Email |
202 |
| Email Account |
31 |
| ERS Add |
3 |
| Firewall |
7 |
| ImageNow |
1 |
| Install Request |
109 |
| Internet |
10 |
| Interview |
1 |
| IVC |
93 |
| Malware/Spyware/Virus |
11 |
| Media |
1 |
| Monitor |
14 |
| MyNIC Portal |
71 |
| Name Change |
129 |
| Network Folder |
12 |
| Office |
8 |
| Operating System |
6 |
| Other |
431 |
| Password Reset |
342 |
| Peripherals |
6 |
| Phone - Hardware |
7 |
| Phone - Other |
81 |
| Phone - Voicemail |
24 |
| Port Activation/Move |
24 |
| Printer |
113 |
| Projector |
10 |
| Purchase |
1 |
| Purchasing |
6 |
| Reporting |
6 |
| Request |
52 |
| Server Installation Request |
1 |
| SharePoint |
3 |
| TechSmith Relay |
1 |
| Training |
13 |
| Web Browser |
4 |
| WebEx |
7 |
| Wireless |
34 |
| |
|
| Total |
2644 |
*Fall 2016 Total Tickets by Type
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Fall 2016 Student Tickets by Type
The following is a detailed view of student requests by ticket type for the Fall 2016 semester.
| Access request |
78 |
| Blackboard |
49 |
| Classroom Equipment |
2 |
| Colleague |
15 |
| Colleague UI |
1 |
| Computer |
2 |
| Device Support |
1 |
| Email |
43 |
| Email Account |
2 |
| Install Request |
6 |
| IVC |
7 |
| MyNIC Portal |
41 |
| Name Change |
1 |
| Other |
14 |
| Password Reset |
278 |
| Printer |
5 |
| Projector |
2 |
| Wireless |
11 |
| |
|
| Total |
558 |
Fall 2016 Student Requests by Type
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Tickets by Week
The following reflects the amount of tickets received and entered into the system by week. Information technology began using the system fully in August of 2016. From the week of August 14th to the week of December 18th Information Technology received an average of 139 tickets per week. This equates to an average of approximately 23 tickets per day over a 6 day work week.
| June 5, 2016 |
1 |
| June 12, 2016 |
1 |
| June 19, 2016 |
1 |
| June 26, 2016 |
1 |
| July 31, 2016 |
1 |
| August 7, 2016 |
2 |
| August 14, 2016 |
124 |
| August 21, 2016 |
304 |
| August 28, 2016 |
203 |
| September 4, 2016 |
145 |
| September 11, 2016 |
171 |
| September 18, 2016 |
134 |
| September 25, 2016 |
122 |
| October 2, 2016 |
102 |
| October 9, 2016 |
130 |
| October 16, 2016 |
93 |
| October 23, 2016 |
117 |
| October 30, 2016 |
128 |
| November 6, 2016 |
162 |
| November 13, 2016 |
156 |
| November 20, 2016 |
48 |
| November 27, 2016 |
124 |
| December 4, 2016 |
120 |
| December 11, 2016 |
136 |
| December 18, 2016 |
118 |
Fall 2016 Tickets by Week
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Tickets by Day and Week
The following table represents a break down of tickets logged each week by day. Note: The total tickets value is lower on this table than the overall reported tickets. This is due to the following data only representing tickets logged during normal hours of operation.
| Created (Week/Year) |
Monday |
Tuesday |
Wednesday |
Thursday |
Friday |
Saturday |
Total |
| August 7, 2016 |
1 |
1 |
0 |
0 |
0 |
0 |
2 |
| August 14, 2016 |
1 |
59 |
38 |
55 |
25 |
4 |
182 |
| August 21, 2016 |
86 |
50 |
84 |
45 |
27 |
1 |
293 |
| August 28, 2016 |
60 |
50 |
28 |
38 |
27 |
1 |
204 |
| September 11, 2016 |
69 |
30 |
28 |
38 |
27 |
1 |
193 |
| September 18, 2016 |
51 |
15 |
36 |
24 |
11 |
0 |
137 |
| September 25, 2016 |
34 |
28 |
27 |
29 |
10 |
0 |
128 |
| October 2, 2016 |
24 |
21 |
17 |
21 |
20 |
1 |
104 |
| October 9, 2016 |
35 |
23 |
30 |
20 |
6 |
0 |
114 |
| October 16, 2016 |
19 |
14 |
24 |
30 |
17 |
0 |
104 |
| October 23, 2016 |
31 |
22 |
24 |
19 |
17 |
1 |
114 |
| October 30, 2016 |
20 |
32 |
22 |
26 |
15 |
2 |
117 |
| November 6, 2016 |
72 |
21 |
35 |
26 |
12 |
1 |
167 |
| November 13, 2016 |
43 |
28 |
26 |
19 |
21 |
0 |
137 |
| November 20, 2016 |
28 |
20 |
34 |
37 |
14 |
0 |
133 |
| November 27, 2016 |
35 |
29 |
20 |
30 |
10 |
0 |
124 |
| December 4, 2016 |
42 |
19 |
25 |
20 |
13 |
1 |
120 |
| December 11, 2016 |
22 |
31 |
30 |
38 |
15 |
0 |
136 |
| December 18, 2016 |
31 |
51 |
12 |
15 |
9 |
0 |
118 |
| |
704 |
544 |
540 |
530 |
296 |
13 |
2627 |
Fall 2016 Tickets by Day and Week
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Ticket Status Report
The following is a summary of all submitted tickets in the Fall 2016 semester and their corresponding ticket status:
Ticket Status Meanings:
Canceled indicates that a ticket was no longer needed.
Closed indicates that a ticket was worked on and completed
In Process indicates that a ticket is still being worked on actively and its status has been updated.
New indicates that a ticket has been created but its status has not been updated yet.
On Hold means that a ticket is waiting for another event to happen such as an order to be received or parts.
Open means that a ticket is being worked on but more information may be needed or the work is currently scheduled for a future date.
| Cancelled |
36 |
| Closed |
2389 |
| In Process |
73 |
| New |
96 |
| On Hold |
4 |
| Open |
46 |
Fall 2016 Ticket Status
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Ticket Classification Report
The following information shows tickets by classification.
Problem defines tickets that were elevated to a status for more investigation. Problems are normally associated with larger incidents or issues such as email outages.
Incident defines tickets that are directly related to a service not being available or a fix that is needed such as a password reset or hardware failure.
Service Request defines tickets that were created for users requesting a new service such as an email account or access to resources.
Change defines tickets that were entered for a production change such as software patches, enhancements, or other changes that directly effect services.
| Problem |
9 |
| Incident |
1479 |
| Service Request |
1129 |
| Change |
27 |
Fall 2016 Ticket Classifications
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