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 Spring 2017 Semester.
During the Spring 2017 Semester (January 1, 2017 - June 30, 2017), 3,075 tickets were logged into the ticketing system.
Spring 2017 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
Spring 2017 Findings
North Idaho College implemented a new ticketing system in the Fall Semester of 2016. During the Fall 2016 semester, Information Technology logged 2,644 tickets. During the Spring 2017 semester, the NIC IT Department saw a considerable increase in logged tickets with 3,705. This represents an increase of 1,061 more tickets logged. The information technology department has also seen an increase with the amount of closed tickets of those logged. Even with an increase of over 1,000 tickets logged during the spring semester, the department was able to successfully close 97% of all tickets logged during the spring semester. During the Fall 2016 semester, this closure rate was at 90%.
Student related tickets remain at about 1/3 of the tickets served by the Information technology department with the majority of these tickets being related to password resets. Information technology will continue to investigate ways to improve its account creation and management infrastructure to address these items.
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:
Total 3,705
| Information Technology |
448 |
| Business Office |
73 |
| Facilities |
33 |
| Mail/Copy Center Services |
13 |
| Campus Security |
7 |
| Custodial Services |
8 |
| Landscape Services |
6 |
| Fleet Services |
1 |
| Adult Education Center |
30 |
| Athletics |
13 |
| Bonners Ferry Center |
17 |
| Community and Governmental Relations |
23 |
| Enrollment Services |
6 |
| Communications and Marketing |
12 |
| Development/NIC Foundation |
27 |
| Institutional Effectiveness |
2 |
| Children's Center |
16 |
| Office of Instruction |
16 |
| eLearning |
43 |
| Village Project (CEI) |
2 |
| College Skills Division |
42 |
| Communication and Fine Arts Division |
52 |
| English and Humanities Division |
68 |
| Natural Sciences Division |
60 |
| Math, Computer Science, and Engineering Division |
88 |
| Social and Behavioral Sciences Division |
59 |
| Testing Center |
28 |
| Library |
35 |
| Business and Professional Programs Division |
81 |
| Dual Credit and Tech Prep |
35 |
| Physical Education, Dance, and Resort/Recreation Management Division |
16 |
| Health Professions and Nursing |
132 |
| Trades and Industry Division |
68 |
| Aerospace |
22 |
| Workforce Training and Community Education |
123 |
| President's Office |
6 |
| Student Services |
33 |
| Advising Services |
52 |
| Career Services |
18 |
| TRIO Student Support Services |
32 |
| Bookstore |
7 |
| Conferencing and Campus Events |
1 |
| Center for New Directions |
5 |
| Disability Support Services |
24 |
| Financial Aid |
66 |
| Student Health and Counseling Services |
3 |
| Registrar |
77 |
| Admissions |
127 |
| Student Development |
23 |
| Veterans Services |
4 |
| Sandpoint Center |
35 |
| Silver Valley Center |
16 |
| Career and Technical Education |
42 |
| Human Resources |
88 |
| Auxiliary Services |
40 |
| Head Start |
32 |
| Aging and Adult Services |
7 |
| Food Services |
13 |
| Schuler Auditorium |
18 |
| Outdoor Pursuits |
15 |
| ASNIC |
4 |
| Other |
165 |
| Students |
1041 |
| Student Accounts |
3 |
| Office of Advanced Opportunities |
1 |
| Workforce Students |
2 |
Spring 2017 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 Spring 2017 Semester.
| Type |
Ticket Count |
| 25Live |
2 |
| Access request |
344 |
| Account Creation |
62 |
| Account Removal |
180 |
| AdvisorTrac |
6 |
| Alertus |
1 |
| Analysis |
18 |
| Blackboard |
133 |
| Cable |
4 |
| Camtasia Studio, Snagit |
1 |
| Classroom Equipment |
99 |
| Colleague |
127 |
| Colleague Self Service |
7 |
| Colleague UI |
6 |
| Computer |
81 |
| Data Breach |
2 |
| Document Camera |
1 |
| eFax |
17 |
| Email |
155 |
| Email Account |
42 |
| ERS Add |
1 |
| EVPL |
1 |
| Firewall |
5 |
| Head Start |
10 |
| ImageNow |
2 |
| Install Request |
90 |
| Internet |
5 |
| Interview |
15 |
| IVC |
89 |
| Jabber Video |
2 |
| Kiosk |
2 |
| Malware/Spyware/Virus |
16 |
| Media |
1 |
| Meeting |
2 |
| Monitor |
7 |
| MyNIC Portal |
115 |
| Name Change |
173 |
| Network Folder |
13 |
| Office |
3 |
| OnGuard |
1 |
| Operating System |
7 |
| Other |
678 |
| Password Reset |
615 |
| Pearson |
14 |
| Peripherals |
8 |
| Phishing |
3 |
| Phone - Hardware |
12 |
| Phone - Other |
92 |
| Phone - Voicemail |
30 |
| Port Activation/Move |
17 |
| Printer |
155 |
| Project |
2 |
| Projector |
5 |
| Purchasing |
66 |
| Reporting |
5 |
| Request |
103 |
| Server |
9 |
| SharePoint |
4 |
| Simulation |
8 |
| Skype for Business |
1 |
| Switch |
1 |
| TechSmith Relay |
1 |
| Training |
9 |
| Web Browser |
3 |
| WebEx |
8 |
| Wireless |
8 |
*Spring 2017 Total Tickets by Type
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Spring 2017 Student Tickets by Type
The following is a detailed view of student requests by ticket type for the Spring 2017 semester.
| Type |
Ticket Count |
| Access request |
125 |
| Account Creation |
1 |
| Account Removal |
37 |
| Blackboard |
92 |
| Colleague |
64 |
| Colleague Self Service |
3 |
| Computer |
1 |
| Email |
20 |
| Email Account |
2 |
| Install Request |
9 |
| Internet |
1 |
| IVC |
3 |
| Media |
1 |
| MyNIC Portal |
69 |
| Name Change |
1 |
| Network Folder |
1 |
| Other |
41 |
| Password Reset |
551 |
| Pearson |
9 |
| Phone - Other |
2 |
| Printer |
4 |
| Purchasing |
3 |
| Wireless |
1 |
Spring 2017 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.
| January 1, 2017 |
189 |
| January 8, 2017 |
206 |
| January 15, 2017 |
150 |
| January 22, 2017 |
157 |
| January 29, 2017 |
146 |
| February 5, 2017 |
126 |
| February 12, 2017 |
138 |
| February 19, 2017 |
161 |
| February 26, 2017 |
145 |
| March 5, 2017 |
130 |
| March 12, 2017 |
123 |
| March 19, 2017 |
108 |
| March 26, 2017 |
100 |
| April 2, 2017 |
121 |
| April 9, 2017 |
135 |
| April 16, 2017 |
179 |
| April 23, 2017 |
144 |
| April 30, 2017 |
122 |
| May 7, 2017 |
170 |
| May 14, 2017 |
160 |
| May 21, 2017 |
143 |
| May 28, 2017 |
164 |
| June 4, 2017 |
152 |
| June 11, 2017 |
128 |
| June 18, 2017 |
134 |
| June 25, 2017 |
97 |
Spring 2017 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 |
Sunday |
Total |
| January 1, 2017 |
0 |
45 |
45 |
67 |
32 |
0 |
0 |
189 |
| January 8, 2017 |
6 |
76 |
53 |
44 |
25 |
1 |
0 |
205 |
| January 15, 2017 |
1 |
60 |
35 |
34 |
16 |
1 |
1 |
148 |
| January 22, 2017 |
39 |
29 |
27 |
28 |
26 |
4 |
0 |
153 |
| January 29, 2017 |
58 |
26 |
26 |
21 |
11 |
2 |
0 |
144 |
| February 5, 2017 |
28 |
46 |
30 |
1 |
15 |
3 |
0 |
123 |
| February 12, 2017 |
37 |
18 |
38 |
24 |
19 |
1 |
0 |
137 |
| February 19, 2017 |
0 |
53 |
64 |
27 |
15 |
1 |
0 |
160 |
| February 26, 2017 |
33 |
28 |
34 |
28 |
22 |
0 |
0 |
145 |
| March 5, 2017 |
23 |
26 |
37 |
28 |
16 |
0 |
0 |
130 |
| March 12, 2017 |
24 |
29 |
39 |
17 |
14 |
0 |
0 |
123 |
| March 19, 2017 |
22 |
23 |
24 |
25 |
14 |
0 |
0 |
108 |
| March 26, 2017 |
33 |
24 |
10 |
18 |
15 |
0 |
0 |
100 |
| April 2, 2017 |
39 |
15 |
27 |
20 |
20 |
0 |
0 |
121 |
| April 9, 2017 |
31 |
22 |
38 |
30 |
14 |
0 |
0 |
135 |
| April 16, 2017 |
35 |
43 |
48 |
38 |
15 |
0 |
0 |
179 |
| April 23, 2017 |
31 |
33 |
28 |
37 |
15 |
0 |
0 |
144 |
| April 30, 2017 |
27 |
24 |
18 |
24 |
25 |
1 |
1 |
120 |
| May 7, 2017 |
73 |
28 |
31 |
27 |
9 |
0 |
1 |
169 |
| May 14, 2017 |
47 |
34 |
44 |
20 |
13 |
0 |
1 |
159 |
| May 21, 2017 |
46 |
31 |
33 |
27 |
4 |
1 |
0 |
142 |
| May 28, 2017 |
0 |
58 |
31 |
29 |
44 |
1 |
0 |
163 |
| June 4, 2017 |
48 |
33 |
25 |
22 |
22 |
1 |
0 |
151 |
| June 11, 2017 |
46 |
23 |
33 |
17 |
5 |
2 |
0 |
126 |
| June 18, 2017 |
31 |
37 |
20 |
28 |
18 |
0 |
0 |
134 |
| June 25, 2017 |
22 |
20 |
22 |
19 |
14 |
0 |
0 |
97 |
Spring 2017 Tickets by Day and Week
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Ticket Status Report
The following is a summary of all submitted tickets in the Spring 2017 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.
In the Spring 2017 Semester, the NIC Helpdesk successfully closed 97% of its logged tickets.
| Cancelled |
50 |
| Closed |
3580 |
| In Process |
24 |
| New |
25 |
| On Hold |
8 |
| Open |
18 |
| Total |
3705 |
Spring 2017 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.
| Classification |
Ticket Count |
| Change |
36 |
| Incident |
2174 |
| Problem |
16 |
| Service Request |
1479 |
Spring 2017 Ticket Classifications
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