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Help Desk daily call trends

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Issue description Type Contact Date Sample Tkts Tkt count Escalated
Inauguration Day! Critical   1/20/2009      
Today's selection of Stellar questions Trend   1/20/2009 789575 789680 789754 3  
As usual at this time of year the accounts team is seeing more calls about deactivated accounts Trend   1/20/2009 789408 789795 789798 789809    
A few cases related to the VPN and Matlab licenses. It looks like these are related to the timeout for the connection to the Matlab license server Issue   1/20/2009 789414 789280 789467    
Brief TechTime issue this morning, resulting in users being unable to create new meetings. The network team was able to quickly address the issue. Issue   1/20/2009 789623 789631 789636 789643 789653 789698    
One ticket about configuring AppleMail for POP. Client was advised against this, but pointed to instructions. Watch   1/20/2009 789451 1  
Ticket created in last hour that indicates problem with RedHat Linux server. Linux/Unix team is following up. Issue   1/20/2009 789894 1 Red Hat Linux Team/wdc
Issue description Type Contact Date Sample Tkts Tkt count Escalated

Archived Help Desk call trends and on-going issues

Issue description Type Contact Date Sample Tkts Tkt count Escalated
A couple of questions regarding webmail Trend   1/16/2009 788251 788090 2  
A couple of questions about registering visitors for DHCP Trend   1/16/2009 787809 788217 2  
One question asking about cancelling certificates stored on a stolen laptop to prevent them from being used by the person who now has the laptop. This question only comes up occasionally, but when it does, it is a legitimate concern and we do not have a good answer. Issue othomas 1/16/2009      
Issue description Type Contact Date Sample Tkts Tkt count Escalated

Table legend (what the fields mean)

Issue
description
A short description of the issue or trend seen
Type One of Critical, Issue, Trend, Watch where...
  • Critical = A significant service outage affecting or potentially affecting the MIT community
  • Issue = An issue or outage not at a critical level
  • Trend = A trend we've identified as such and are tracking
  • Watch = A single problem or a few calls that may point to a trend or outage, has not been positively identified as such, but is worth keeping an eye on
Contact If there is an assigned primary contact, username goes here
Date Date the issue was added to the list
Sample tkt One or more sample tickets, can be direct links via {ticket}######{ticket} macro
Tkt count If available a count of tickets or a link to parent ticket via {ticket:parent=######}Ticket list{ticket} macro
Escalated A short note if escalated, for example via pager to NIST or see ticket ######

Instructions for updating this page

Authorizations needed
You need to be authorized to add and edit internal Help Desk knowledge base articles to update this page. Make sure you are logged in. If you are logged in and see an Edit link near the top right, you have appropriate authorizations. You need to be a member of the hd-contributors or hd-editors group.
  1. Edit this page (best to use Wiki Markup mode when editing)
  2. To add a new daily trend or issue:
    1. Add an issue as a new row to the top-most table
    2. Consult the legend if you're not yet familiar with the different columns
    3. The initial column (the issue number shown in the table) is added automatically; leave that column out
  3. To archive a current trend or issue
    1. Cut the line from the top-most table and paste it into the archive table
    2. Things should be moved to the archive table; don't create new things there
  4. To email a copy of this entire page to someone:
    1. Click on the "Send this page in email" link at the top of the page
    2. Fill out the resulting form and click Next
    3. Review the draft email shown and click Send

Related Links

  • [archive:How do I know which Hermes groups I am in?]
  • [archive:Knowledge Base Helpful Hints]

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Last Modified:

April 26, 2016

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