Department Owner Ticketno Date - Opened Date - Closed TPT

department owner ticketno date_opened date_closed tpt
Marketing & Sales Fitzgerald, Harry 72079 1/2/2013 1/5/2013 3

Service Brandon, Lee 72080 1/3/2013 1/5/2013 2
Procurement Lendon. Sue 72081 1/4/2013 1/9/2013 5
Marketing & Sales Doler, Britt 72082 1/10/2013 1/16/2013 6
Procurement Harvest, Cindy 72083 1/15/2013 1/19/2013 4
Service Doe, John 72084 1/16/2013 1/19/2013 3
Service Dizzle, Barbara 72088 1/18/2013 1/23/2013 5
Procurement Drooze, Jake 72091 1/21/2013 1/24/2013 3
Service Doe, John 72093 1/24/2013 1/27/2013 3
Marketing & Sales Allison, Rachel 72095 1/31/2013 2/1/2013 1
Service Doe, John 72096 2/1/2013 2/6/2013 5
Service Doe, John 72099 2/2/2013 2/6/2013 4
Service Doe, John 72102 2/7/2013 2/11/2013 4
Service Doe, John 72103 2/8/2013 2/11/2013 3
Service Doe, John 72110 2/28/2013 3/4/2013 4
Service Doe, John 72110 2/28/2013 3/4/2013 4
Service Doe, John 72112 3/2/2013 3/7/2013 5
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Williams, Sarah 72118 3/12/2013 3/15/2013 3
Service Doe, John 72127 3/25/2013 3/31/2013 6
Service Doe, John 72141 5/6/2013 5/10/2013 4
Service Doe, John 72143 5/14/2013 5/16/2013 2
Service Doe, John 72174 7/23/2013 7/27/2013 4
Service Doe, John 72176 7/31/2013 8/7/2013 7
Service Doe, John 72183 8/17/2013 8/22/2013 5
Service Doe, John 72202 10/18/2013 10/25/2013 7
Service Doe, John 72205 10/20/2013 10/23/2013 3
Service Doe, John 72220 11/21/2013 11/25/2013 4
Service Doe, John 72230 12/12/2013 12/16/2013 4
Service Doe, John 72243 1/1/2014 1/5/2014 4
Service Doe, John 72256 2/1/2014 2/7/2014 6
Service Doe, John 72262 2/21/2014 2/25/2014 4
Service Doe, John 72265 3/16/2014 3/20/2014 4
Service Doe, John 72265 3/16/2014 3/20/2014 4
Service Doe, John 72272 3/29/2014 4/4/2014 6
Service Doe, John 72293 6/3/2014 6/7/2014 4
Service Doe, John 72313 7/10/2014 7/13/2014 3
Service Doe, John 72315 7/13/2014 7/15/2014 2
Service Doe, John 72325 8/5/2014 8/10/2014 5
Service Doe, John 72342 9/17/2014 9/22/2014 5
Service Doe, John 72345 9/18/2014 9/24/2014 6
Service Doe, John 72354 10/5/2014 10/10/2014 5
Service Doe, John 72355 10/9/2014 10/11/2014 2
Service Doe, John 72363 10/29/2014 10/31/2014 2
Service Doe, John 72393 1/9/2015 1/16/2015 7
Service Doe, John 72394 1/9/2015 1/16/2015 7
Service Doe, John 72405 2/20/2015 2/26/2015 6
Service Doe, John 72410 3/12/2015 3/13/2015 1
Service Doe, John 72412 3/12/2015 3/14/2015 2
Service Doe, John 72449 7/11/2015 7/14/2015 3
Service Doe, John 72456 7/23/2015 7/29/2015 6
Service Doe, John 72462 7/30/2015 8/3/2015 4
Service Doe, John 72466 8/7/2015 8/8/2015 1
Service Doe, John 72479 8/30/2015 9/4/2015 5
Service Doe, John 72480 8/30/2015 9/6/2015 7
Service Doe, John 72487 9/9/2015 9/14/2015 5
Procurement Lendon. Sue 72490 9/16/2015
Service Doe, John 72493 9/30/2015 10/5/2015 5
Procurement Lendon. Sue 72497 10/23/2015
Service Doe, John 72503 11/24/2015 11/26/2015 2
Service Doe, John 72505 12/3/2015
Service Doe, John 72508 12/7/2015 12/12/2015 5
Service Dizzle, Barbara 72514 12/14/2015
Marketing & Sales Fitzgerald, Harry 72517 12/23/2015
service_type severity spent legend
hardware defect none ### department The department of the ticket owner.
software defect low ### owner The submitter of a service request.
software defect low ### ticketno Unique ticket number issued on service request s
hardware defect high ### date_opened The date the service request has been entered in
software defect medium ### date_closed The date the service request (ticket) has been so
service request none ### tpt Troughput time. The number of days between op
hardware defect none ### service_type .The service request type
purchasing request high ### severity Severity of the service request.
email none ### spent The time an individual helpdesk employee has sp
service request medium ###
service request medium ### Introduction
service request medium ### The table to the left is an extract from an IT service desk ticket r
email low ### above for the meaning of each column.
hardware defect none ### Helpdesk employees can spend more than one session on solvi
purchasing request none ### time spent has been registered in the 'spent' column.
software defect low ###
Example
software defect medium ### Ticket 72080 (lines 2 and 3) was entered by Lee Brandon of the
software defect medium ### 2014 and closed on January 5, 2013. The ticket's throughput tim
software defect medium ### ticket has two lines in the table, meaning that a helpdesk emplo
software defect none ### ticket in these two days. The first session took 30 minutes and t
email immediate ### minutes. In total, the helpdesk has thus spent 2 hrs on this ticke
email high ### open.
email high ### Assignments
email low ### 1. (3) Show in a bar chart the number of tickets submitted per y
hardware defect immediate ### tickets per year, per month). Create a slicer to select the depart
purchasing request immediate ###
purchasing request immediate ### 2. (4) Show in a bar chart the average time spent on tickets for e
purchasing request immediate ### spending time per ticket, per service type) Show times, not frac
of your chart.
service request none ###
software defect immediate ### 3. (3) Using conditional formatting, highlight each row in the tab
service request medium ### request (service_type = email), submitted on a Friday in an odd
purchasing request high ###
email medium ###
service request immediate ###
service request high ###
purchasing request low ###
email immediate ###
software defect medium ###
software defect immediate ###
email low ###
email medium ###
email medium ###
email medium ###
email medium ###
email medium ###
software defect high ###
hardware defect low ###
software defect none ###
email none ###
purchasing request none ###
purchasing request medium ###
service request low ###
hardware defect immediate ###
hardware defect none ###
email high ###
email none ###
email none ###
email none ###
email low ###
hardware defect high ###
email high ###
email medium ###
email medium ###
email low ###
email low ###
email low ###
email none ###
email high ###
email low ###
email high ###
email high ###
email medium ###
email medium ###
email medium ###
hardware defect medium ###
email medium ###
email low ###
email high ###
email none ###
email low ###
email none ###
email immediate ###
email none ###
email low ###
email immediate ###
email immediate ###
email immediate ###
email high ###
email medium ###
email medium ###
email medium ###
email medium ###
email medium ###
email immediate ###
email immediate ###
email medium ###
email low ###
email high ###
email none ###
email low ###
email low ###
email low ###
email low ###
email low ###
email medium ###
email immediate ###
email none ###
email none ###
email high ###
email none ###
email high ###
email low ###
email low ###
email immediate ###
email none ###
email low ###
email none ###
email high ###
email immediate ###
email medium ###
email high ###
email high ###
email none ###
email medium ###
email high ###
email high ###
email none ###
email none ###
email low ###
email low ###
email medium ###
email immediate ###
email none ###
email medium ###
email immediate ###
email medium ###
email low ###
email low ###
email low ###
email high ###
email low ###
email medium ###
email immediate ###
email immediate ###
email low ###
email immediate ###
email high ###
email none ###
email high ###
email none ###
email none ###
email high ###
email medium ###
email immediate ###
email immediate ###
email low ###
email low ###
email none ###
email medium ###
email none ###
email medium ###
email low ###
e ticket owner.
ervice request.
r issued on service request submission.
request has been entered into the system.
request (ticket) has been solved (closed).
number of days between opening and closing a ticket.
al helpdesk employee has spent on a ticket in a single session.
om an IT service desk ticket registration system. See the legend

mn.
re than one session on solving a request. For each session the
he 'spent' column.
tered by Lee Brandon of the Service department on January 3,

3. The ticket's throughput time, therefore, was 2 days. This
aning that a helpdesk employee has spent two sessions on this
ession took 30 minutes and the second session took 1 hr and 30
thus spent 2 hrs on this ticket in the two days the ticket was
er of tickets submitted per year, per month. (Number of

a slicer to select the department.
ge time spent on tickets for each of the service types. (Average
e type) Show times, not fractional numbers, on the value axis
highlight each row in the table that indicates an email service

mitted on a Friday in an odd month.

Department Owner Ticketno Date - Opened Date - Closed TPT

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Department Owner Ticketno Date - Opened Date - Closed TPT

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department owner ticketno date_opened date_closed tpt

Marketing & Sales Fitzgerald, Harry 72079 1/2/2013 1/5/2013 3

al helpdesk employee has spent on a ticket in a single session.

om an IT service desk ticket registration system. See the legend

tered by Lee Brandon of the Service department on January 3,

er of tickets submitted per year, per month. (Number of

highlight each row in the table that indicates an email service

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