Web = Service catalog or somehow generated direct through ticketing
system.  This could be skewed because when agents make internal tickets or
whatever web is selected.
Patrol = Tickets made when we have team members patrolling the halls.  This
doesn't happen often.

On Tue, Nov 8, 2016 at 9:16 AM Richard Musal (ITS) <
[log in to unmask]> wrote:

> Ticket CountSource
> 509 Walk-In
> 10859
> 781 Web
> 18 Patrol
> 1209 Phone
> 14970 Email
> 28346
>
> On Tue, Nov 8, 2016 at 9:11 AM Dan Adler <[log in to unmask]> wrote:
>
> I have a general question for folks: Those of you who use service
> management solutions (TDX or WHD or whatever) - what percentage of your
> tickets are opened by users themselves, as opposed to users
> calling/emailing your help desk to have tickets open?
>
> We're switching to a new SMS here, and we'd LOVE to have users opening
> their own tickets, but I (personally) don't see it happening, especially
> amongst our faculty (the few folks who do open their own tickets are either
> staff, students, or secretaries opening tickets FOR faculty)/
>
> Thanks
>
> Dan
>
> --
>
> ------------------------------
> [image: The College of New Jersey] <http://tcnj.pages.tcnj.edu/>
> Dan Adler
> Help Desk Analyst
> Information Technology Help Desk <http://helpdesk.tcnj.edu>
> 609-771-2660 <(609)%20771-2660>
> [log in to unmask]
>
> ********** Participation and subscription information for this EDUCAUSE
> Constituent Group discussion list can be found at
> http://www.educause.edu/groups/.
>
> --
>
> -----------------------
>
> *Richard A. Musal, M.A., M.S., P.D.*
>
> *Associate Director of Client Services & Operations, ITS*
>
> Riverdale, NY 10471
>
> Phone: 718-862-7933 <(718)%20862-7933>
>
> [log in to unmask] <[log in to unmask]>
>
> www.manhattan.edu
>
> <http://itsblog.manhattan.edu/>
>
> <http://manhattan.edu/its>
>
> *-Have a question? * Check our Knowledge Base
> <https://manhattan.teamdynamix.com/TDClient/KB/Default>
>
> Check on your tickets here
> <https://manhattan.teamdynamix.com/TDClient/Requests/TicketRequests/>.
>
> Have you transitioned to Drive yet? Learn more here
> <http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> or
> ask ITS.
>
> Click here
> <https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=1022> for
> instructions on how to transition.
>
-- 

-----------------------

*Richard A. Musal, M.A., M.S., P.D.*

*Associate Director of Client Services & Operations, ITS*

Riverdale, NY 10471

Phone: 718-862-7933

[log in to unmask] <[log in to unmask]>

www.manhattan.edu

<http://itsblog.manhattan.edu/>

<http://manhattan.edu/its>

*-Have a question? * Check our Knowledge Base
<https://manhattan.teamdynamix.com/TDClient/KB/Default>

Check on your tickets here
<https://manhattan.teamdynamix.com/TDClient/Requests/TicketRequests/>.

Have you transitioned to Drive yet? Learn more here
<http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> or
ask ITS.

Click here
<https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=1022> for
instructions on how to transition.

**********
Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.