Team,
As you may recall, on 9/18 we made the following changes to our ticket forms:
- Combined “CN Device or Application Support” with “Device or Application Support”
- Renamed the form attribute “Application Name(s)” to “Service Offering” and made it a required field.
- Updated the list of service offerings to include actual UIT service offerings that have Service Owners associated with them.
As promised, here are the stats on tickets since that change:
| Service Offering | Ticket Count |
| Other (List in description) | 593 |
| Microsoft Outlook, Outlook Web App, Exchange | 143 |
| Network – Wireless | 98 |
| Canvas | 62 |
| Network – Wired | 47 |
| Microsoft Office (Word, Excel, PowerPoint, OneNote, Project, Visio, Publisher) | 36 |
| Adobe Products | 32 |
| Box | 30 |
| Duo | 30 |
| GSuite (Google Apps) | 29 |
| Microsoft Office 365 | 26 |
| MyOSU, OSU Online Services | 22 |
| VPN | 15 |
| Zoom | 14 |
| Citrix Apps | 10 |
| Mailman (lists.oregonstate.edu) | 9 |
| Qualtrics | 9 |
| Banner | 7 |
| DocuSign | 4 |
| BeaverPrint | 3 |
| Kaltura (MediaSpace) | 3 |
| Localist (OSU Events Calendar) | 3 |
| Appworx | 2 |
| Bridge (training.oregonstate.edu) | 2 |
| MyDegrees | 1 |
| Nolij | 1 |
| CORE | 0 |
| Hyland OnBase | 0 |
Note that some tickets are counted more than once because “Service Offering” is a multi-valued attribute. The total number of tickets with the “Device or Application Support” form since 9/18 was 1,164.
Also note that a little over half of our device/application support tickets are not about one of the UIT service offerings. We have reviewed the tickets and this appears to be legitimate – that is, it’s not a case of technicians failing to select the right service offering. Based on trends we see in the tickets assigned to “other” we might add more options to the service offering attribute, but only if they are clearly service offerings with an assigned Service Owner.
A reminder about why we are collecting this data: the intent is to improve reporting for Service Owners, so they can identify and prioritize future service improvements.
There may be other details that we want to capture on a ticket outside of the service offering. One suggestion was to add back a field for Operating System. Please feel free to send your suggestions for form improvements to Max or Kirsten.