OCCS Footprint Report
Purpose
Service Metrics provide a real-time snapshot of the service requests submitted to OCCS. These metrics track the problem type, the number of open,pending, and closed requests and the average time to resolve a request.
An "open" status records the submission of a service request. A "pending" status indicates that a service request is being actively addressed. A "closed" request designates the matter has been resolved and requires no further action. The "average time to close" calculates the normal resolution time for the specific problem type. The University community can use this information to understand service response times and to see how other system issues may be impacting normal response time.
OCCS reports these metrics in an effort to improve accountability for continually maintaining and improving its services.
Data Sources
The information reported comes from customer problem report tracking system, Footprints. The data can be viewed for the most recent reporting period or from a historical view based on a selected time period.
For more information on service metrics, contact occshelp@odu.edu.
| Problem Type | Open | Pending | Closed | Others* | Total | Average Close Time |
|---|
| (not defined) | 0 | 0 | 0 | 0 | 42 | N/A | | Web Admin | 5 | 0 | 105 | 0 | 110 | 2 days 3 hrs 3 mins 28 secs | | Video Streaming | 4 | 1 | 133 | 0 | 138 | 1 days 6 hrs 4 mins 0 secs | | University Information | 4 | 0 | 60 | 0 | 64 | 0 days 5 hrs 35 mins 55 secs | | Telecomm | 8 | 4 | 220 | 5 | 237 | 3 days 4 hrs 5 mins 46 secs | | Software | 22 | 7 | 174 | 2 | 205 | 2 days 13 hrs 43 mins 0 secs | | Server Support Unix | 4 | 1 | 7 | 1 | 13 | 1 days 7 hrs 52 mins 26 secs | | Server Support Intel | 15 | 11 | 44 | 0 | 70 | 4 days 10 hrs 13 mins 59 secs | | Security | 19 | 11 | 108 | 1 | 139 | 3 days 2 hrs 38 mins 15 secs | | Research Computing | 1 | 1 | 3 | 0 | 5 | 6 days 23 hrs 23 mins 12 secs | | ResNet | 9 | 10 | 371 | 3 | 393 | 5 days 0 hrs 34 mins 3 secs | | Printers Copiers Scanners | 31 | 5 | 199 | 0 | 235 | 2 days 21 hrs 34 mins 24 secs | | OCCS Labs | 6 | 10 | 190 | 1 | 207 | 4 days 8 hrs 13 mins 9 secs | | Networking | 17 | 18 | 67 | 0 | 102 | 4 days 0 hrs 13 mins 21 secs | | Mobile Monarch | 0 | 1 | 181 | 0 | 182 | 3 days 14 hrs 43 mins 55 secs | | MiDAS | 0 | 5 | 196 | 0 | 201 | 2 days 1 hrs 50 mins 54 secs | | Installs Moves | 26 | 8 | 222 | 0 | 256 | 2 days 14 hrs 51 mins 14 secs | | Imaging Support | 1 | 1 | 4 | 1 | 7 | 8 days 4 hrs 15 mins 51 secs | | Gateway Parts | 0 | 0 | 7 | 0 | 7 | 1 days 17 hrs 19 mins 34 secs | | Email | 0 | 10 | 200 | 1 | 211 | 1 days 18 hrs 11 mins 33 secs | | E Learning | 1 | 2 | 42 | 0 | 45 | 2 days 12 hrs 45 mins 35 secs | | Desktop Laptop HW | 15 | 9 | 224 | 0 | 248 | 3 days 2 hrs 46 mins 43 secs | | Database Support | 2 | 2 | 16 | 0 | 20 | 1 days 9 hrs 10 mins 58 secs | | Computer Operations | 1 | 0 | 3 | 0 | 4 | 0 days 0 hrs 40 mins 14 secs | | Classroom Central | 4 | 5 | 348 | 0 | 357 | 1 days 15 hrs 18 mins 8 secs | | Blackboard | 20 | 11 | 411 | 1 | 443 | 1 days 13 hrs 24 mins 39 secs | | Batten College Model Shop | 5 | 0 | 32 | 0 | 37 | 4 days 15 hrs 29 mins 52 secs | | Banner | 1 | 2 | 29 | 0 | 32 | 3 days 2 hrs 49 mins 43 secs | | Accounts | 11 | 54 | 1021 | 7 | 1093 | 2 days 3 hrs 34 mins 33 secs |
*: Others includes any type of problem whose status is not Open, Pending or Closed.
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