Basic Ticket Stats

Basic Totals

By Ticket Type

This section breaks support tickets up into different segments in two different ways.

First, the To Do item Request Types are re-labeled as follows:

RequestType RequestTypeGeneral
Move to prod REDCap Project Support
Sponsor request - unsuspend User Account Un-suspension
Sponsor request - extend expiration Other Account Issue
Sponsor request - suspend Other Account Issue
Approve draft changes REDCap Project Support
Enable MyCap Other
Create API token Other
Sponsor request - reset password Password Reset
Sponsor request - set expiration Other Account Issue
Activate external module Other
Delete project REDCap Project Support
Sponsor request - resend account creation email Other Account Issue
Sponsor request - change user sponsor Other Account Issue
Create project Request a new research project
Copy project REDCap Project Support

Next, tickets are categorized as:

if ( r_req_typ == 'Other request (Consultation/ training/ Project support etc)') {
    RequestTypeGeneral = r_reason
} else if (r_req_typ == 'User Account (new acount/password/suspension)') {
    RequestTypeGeneral = r_accnt_req_typ
} else {
    RequestTypeGeneral = r_req_typ
}

Next, To Do and tickets are merged

Ticket Type #1

Here:

  • User Access: RequestTypeGeneral is ‘User Account Un-suspension’, ‘Password Reset’, ‘Other Account Issue’, or ‘New User Account Request’ OR r_reason_redcap___6
  • General Questions: RequestTypeGeneral is ‘REDCap consultation meeting’ or ‘Other’ OR r_reason_redcap___11
  • Project-related Tickets: RequestTypeGeneral is ‘REDCap Project Support’ or ‘Request a new research project’ OR r_reason_redcap___1 OR r_reason_redcap___2 OR r_reason_redcap___3 OR r_reason_redcap___4 OR r_reason_redcap___5 OR r_reason_redcap___7 OR r_reason_redcap___8 OR r_reason_redcap___10
  • External Module / API / Etc.: RequestType is ‘Enable MyCap’, ‘Create API token’, or ‘Activate external module’ OR r_reason_redcap___9

Ticket Type #2

Here:

Ticket types correspond with RequestTypeGeneral described above

Consultations

These numbers pulled directly from Calendly, 2020-2023

Number of 30-minute, one-on-one REDCap support consultations

Effort Percentage

These numbers pulled from JDAT/Helix

Estimate of the percentage of effort directed to each broad category

Report Generated 2024-06-07 14:28:16.950037