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| support:errigal_support_reports [2019/12/11 14:54] – [Errigal Support Reports] lmoore | support:errigal_support_reports [2023/01/28 23:20] (current) – 10.91.110.100 | ||
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| + | Author: Michelle McCausland\\ | ||
| + | Updated: Loughlin Moore\\ | ||
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| + | __**NOTE: Report is now automated, I will add details on how to run report soon. The below information is no longer applicable | ||
| + | **__ | ||
| + | ===== Introduction ===== | ||
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| + | The Errigal support reports, or internal support reports, are used to provide an overview of the active tickets from the previous week eg. tickets opened, tickets closed, ticket aging, total backlog etc. | ||
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| + | **NOTE:** Please consult with Paddy/ | ||
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| + | These reports are generated on Monday morning and are distributed to the team. | ||
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| + | Screenshots of these charts are added to the information radiator here : [[https:// | ||
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| + | Previous examples of this can be found in the following email chains: Support Graph - 28th Aug (just change the date accordingly). | ||
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| + | ---- | ||
| + | |||
| + | ===== Steps ===== | ||
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| + | 1. To begin, take a copy of the report from the previous week and rename to be the current date. Ideally they should be stored in a separate " | ||
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| + | 2. The first tab is **Crown**. In the **Date** column, add the next set of dates - you want the previous week of data so use the previous dates to guide you. | ||
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| + | Report Columns: | ||
| + | * Opened / Closed - The number of tickets opened and closed for that week period. (Can be retrieved in Jira for Crown and Errigal, retrieved in the [[http:// | ||
| + | * Avg Closed Ticket Aging - This provides an average of the time to close the tickets closed in the last week (See below for more detail). | ||
| + | * Total - This should be a formula value which sums up the following state values. (Copy and paste the value above to get the formula). | ||
| + | * Open / In Progress / On Hold / Response Provided / Awaiting Response - Each of these columns should contain the number of tickets in each of these states (Awaiting response includes pending approval items for now for Crown Castle). | ||
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| + | **Avg Closed Ticket Aging** | ||
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| + | Jira - Export the jira search for tickets closed in the last week and ensure create date and resolved date are included. | ||
| + | To calculate the ticket aging: subtract resolved from created for each row and then find the average. | ||
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| + | Scotty Pro - Export " | ||
| + | To calculate the ticket aging: subtract resolved from created for each row and then find the average. | ||
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| + | |||
| + | 3. With the numbers completed, it is necessary to update the chart to the right of the stats. Click on an area of whitespace on the chart, now move the selected data selection so that the correct values are represented on the chart (Just move the selection 1 row down). You should then see the chart update. | ||
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| + | 4. Take a screenshot of the CC graph for use on the information radiator and for the weekly. | ||
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| + | 5. Follow the same process for the Extenet & Errigal tabs, ensuring to take screenshots of the graphs. | ||
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| + | 6. The totals tab provides an overview of the total tickets opened v closed. As before, add the correct date range, add the data and update the charts. No need to update the bottom 2 charts. | ||
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| + | 7. Once the file has been updated, it is time to send it out. Refer back to the previous week's email to get the email template format: | ||
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| + | < | ||
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| + | I have updated the support graphs with last weeks stats: | ||
| + | |||
| + | CC | ||
| + | Total backlog at end of week: 20 | ||
| + | Tickets Opened: 1 | ||
| + | Tickets Closed: 4 | ||
| + | |||
| + | EXT | ||
| + | Total backlog at end of week: 47 | ||
| + | Tickets Opened: 2 | ||
| + | Tickets Closed: 1 | ||
| + | |||
| + | ERR | ||
| + | Total backlog at end of week: 88 | ||
| + | Tickets Opened: 3 | ||
| + | Tickets Closed: 6 | ||
| + | |||
| + | Please let me know if you need anything else. | ||
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| + | Kind Regards,</ | ||
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| + | Send the email to the distribution from the previous email, this is always the same. | ||
| + | |||
| + | ---- | ||
| + | ===== Update the Information Radiator ===== | ||
| + | |||
| + | |||
| + | </ | ||
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