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.

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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