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 |
|---|
| Accounts | 2 | 20 | 2506 | 11 | 2539 | 5 days 15 hrs 40 mins 37 secs | | Banner | 0 | 5 | 222 | 3 | 230 | 8 days 2 hrs 26 mins 18 secs | | Batten College Model Shop | 3 | 0 | 276 | 0 | 279 | 10 days 7 hrs 30 mins 56 secs | | Blackboard | 0 | 3 | 1026 | 11 | 1040 | 2 days 7 hrs 49 mins 4 secs | | Classroom Central | 1 | 11 | 981 | 5 | 998 | 5 days 19 hrs 20 mins 54 secs | | Computer Operations | 0 | 0 | 16 | 0 | 16 | 2 days 13 hrs 56 mins 37 secs | | Database Support | 0 | 0 | 134 | 0 | 134 | 8 days 5 hrs 22 mins 1 secs | | Desktop Laptop HW | 2 | 6 | 791 | 3 | 802 | 5 days 12 hrs 15 mins 55 secs | | Email | 0 | 3 | 1059 | 22 | 1084 | 3 days 14 hrs 22 mins 22 secs | | Imaging Support | 1 | 0 | 48 | 0 | 49 | 15 days 3 hrs 33 mins 9 secs | | Installs Moves | 4 | 2 | 554 | 3 | 563 | 10 days 5 hrs 10 mins 34 secs | | Instructional Tools | 0 | 1 | 154 | 5 | 160 | 3 days 22 hrs 33 mins 27 secs | | MiDAS | 0 | 3 | 587 | 3 | 593 | 2 days 1 hrs 39 mins 10 secs | | Midas | 0 | 0 | 1 | 1 | 2 | 169 days 6 hrs 12 mins 14 secs | | Networking | 5 | 12 | 710 | 4 | 731 | 8 days 9 hrs 39 mins 34 secs | | OCCS Labs | 0 | 1 | 582 | 7 | 590 | 7 days 2 hrs 18 mins 44 secs | | Printers Copiers Scanners | 4 | 2 | 714 | 1 | 721 | 9 days 5 hrs 40 mins 30 secs | | ResNet | 0 | 0 | 578 | 6 | 584 | 3 days 16 hrs 47 mins 19 secs | | Research Computing | 0 | 0 | 17 | 0 | 17 | 16 days 2 hrs 41 mins 30 secs | | Security | 0 | 4 | 324 | 4 | 332 | 8 days 11 hrs 11 mins 57 secs | | Server Support Intel | 0 | 1 | 133 | 2 | 136 | 10 days 4 hrs 39 mins 42 secs | | Server Support Unix | 3 | 7 | 110 | 0 | 120 | 19 days 5 hrs 30 mins 17 secs | | Software | 3 | 1 | 825 | 11 | 840 | 7 days 2 hrs 20 mins 21 secs | | Telecomm | 0 | 1 | 361 | 4 | 366 | 2 days 12 hrs 11 mins 34 secs | | University Events | 0 | 0 | 1 | 0 | 1 | 88 days 22 hrs 47 mins 18 secs | | University Information | 0 | 0 | 82 | 7 | 89 | 2 days 13 hrs 44 mins 23 secs | | Video Streaming | 0 | 0 | 339 | 6 | 345 | 3 days 21 hrs 7 mins 39 secs | | Web Admin | 0 | 0 | 462 | 3 | 465 | 5 days 16 hrs 33 mins 28 secs | | (not defined) | 0 | 0 | 0 | 0 | 923 | N/A |
*: Others includes any type of problem whose status is not Open, Pending or Closed.
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