Please see the article on how to export ticket data if you need to know how to export the data you want to create a report on.


Once you have the data you want to report on extracted into a spreadsheet, you can then parse it to get information about

  • which school sector is requiring the most support
  • where tickets are being logged from
  • the type of tickets that are most commonly being logged
  • what proportion of tickets require an escalation to ITD


An example of this type of report can be found at \\0797taulewsf01.central.det.win\corp-data\PRC\PRC 2015\Website\Support Site\Service Desk\Reports\tickets-November-24-2015.xlsx



Filtering the ticket data

You can use the filtering capabilities of Excel to retrieve information to populate the tables in your report.
  • add a filter to the data in your spreadsheet - click on the Sort & Filter button and select Filter

  • this will add a little downwards pointing triangle to the header information in each column

  • if you click on this triangle, you are offered the option of filtering what data you can see based on the value of that column

  • for example, scroll across to the column with header 'School Type', click on the triangle, and it will allow you to select whether you want to see rows where School Type is 'Homeschool', 'Non School Based', 'Non-government School', 'Public School' or any combination of these

  • when you perform a filter, the bottom left hand corner of the excel window will tell you how many rows match that criteria


    in the example above, I asked to see all rows that have School Type of Public School, this tells me that 268 tickets out of 597 were logged by Public Schools

Use the filters to retrieve the information you need for your tables.  The sample report has four tables with the following data:


You can choose to filter and report on the data however you see fit.  You can use the graphing functionality within Excel to graph the information if required.


To be able to track the peaks and troughs of support, I recommend reporting on a consistent set of data at least once a month.