source("data/load_interaction_data_oct2013_mar2014.R")
glimpse(interaction_data)## Observations: 145478
## Variables:
## $ ci_name (fctr) DTA000616, SBA000842, DTA000616, APP000...
## $ ci_type (fctr) application, application, application, ...
## $ ci_subtype (fctr) Desktop Application, Server Based Appli...
## $ service_component (fctr) WBS000092, WBS000199, WBS000092, WBS000...
## $ interaction_id (fctr) SD0001523, SD0001524, SD0001525, SD0001...
## $ status (fctr) Closed, Closed, Closed, Closed, Closed,...
## $ impact (fctr) 3, 3, 3, 4, 3, 4, 4, 4, 5, 4, 5, 4, 4, ...
## $ urgency (fctr) 3, 3, 3, 4, 3, 4, 4, 4, 5, 4, 4, 4, 4, ...
## $ priority (fctr) 3, 3, 3, 4, 3, 4, 4, 4, 5, 4, 4, 4, 4, ...
## $ category (fctr) incident, incident, incident, incident,...
## $ km_number (fctr) KM0001625, KM0000940, KM0001973, KM0001...
## $ open_time (time) 2013-10-01 07:18:00, 2013-10-01 07:30:0...
## $ close_time (time) 2013-10-01 07:26:00, 2013-10-01 08:25:0...
## $ closure_code (fctr) Software, User error, Other, Software, ...
## $ first_call_resolution (fctr) Y, N, Y, N, Y, N, Y, Y, N, Y, N, Y, Y, ...
## $ handle_time (int) 529, 172, 339, 260, 445, 647, 909, 1789,...
## $ related_incident (fctr) , IM0001268, , IM0001269, , IM0001270, ...summary(interaction_data)## ci_name ci_type
## SAN000182: 10663 application :98272
## DTA000616: 7875 subapplication:20593
## WBA000133: 6846 storage :11821
## SUB000456: 6452 computer : 8283
## DTA000057: 5701 software : 1975
## SBA000659: 4007 displaydevice : 1658
## (Other) :103934 (Other) : 2876
## ci_subtype service_component interaction_id
## Server Based Application:48048 WBS000073:33017 SD0001523: 1
## Web Based Application :38745 WBS000128:14121 SD0001524: 1
## Desktop Application :24110 WBS000092: 7169 SD0001525: 1
## SAN :11667 WBS000094: 6816 SD0001526: 1
## Citrix : 3824 WBS000091: 6344 SD0001527: 1
## Laptop : 3540 WBS000089: 6001 SD0001528: 1
## (Other) :15544 (Other) :72010 (Other) :145472
## status impact urgency priority
## Closed :145472 1: 2 1: 23 1: 2
## Open - Linked: 6 2: 893 2: 935 2: 927
## 3:16186 3:15910 3:16163
## 4:74646 4:75748 4:76636
## 5:53751 5:52862 5:51750
##
##
## category km_number
## complaint : 58 KM0002125: 5727
## incident :114432 KM0001935: 1768
## problem : 5 KM0002126: 1698
## request for change : 0 KM0001968: 1602
## request for information: 30946 KM0001625: 1414
## service request : 37 KM0000075: 1381
## (Other) :131888
## open_time close_time
## Min. :2013-10-01 07:11:00 Min. :2013-10-01 07:12:00
## 1st Qu.:2013-11-13 15:31:15 1st Qu.:2013-11-14 15:49:00
## Median :2014-01-02 09:07:00 Median :2014-01-03 08:11:00
## Mean :2013-12-30 03:05:45 Mean :2013-12-31 08:52:16
## 3rd Qu.:2014-02-12 15:52:00 3rd Qu.:2014-02-13 15:04:30
## Max. :2014-03-31 19:21:00 Max. :2014-03-31 22:47:00
##
## closure_code first_call_resolution
## Other :53919 N:51482
## Software :44977 Y:93996
## Referred : 9787
## User error : 9017
## No error - works as designed: 5884
## Hardware : 4157
## (Other) :17737
## handle_time related_incident
## Min. : 0.0 :94205
## 1st Qu.: 175.0 #MULTIVALUE: 747
## Median : 324.0 IM0031184 : 85
## Mean : 444.1 IM0016639 : 69
## 3rd Qu.: 561.0 IM0000220 : 63
## Max. :22530.0 IM0014444 : 54
## (Other) :50255source("data/load_incident_data.R")
glimpse(incident_data)## Observations: 46606
## Variables:
## $ ci_name (fctr) SUB000508, WBA000124, DTA0000...
## $ ci_type (fctr) subapplication, application, ...
## $ ci_subtype (fctr) Web Based Application, Web Ba...
## $ service_component_wbs (fctr) WBS000162, WBS000088, WBS0000...
## $ incident_id (fctr) IM0000004, IM0000005, IM00000...
## $ status (fctr) Closed, Closed, Closed, Close...
## $ impact (fctr) 4, 3, 3, 4, 4, 4, 4, 4, 3, 4,...
## $ urgency (fctr) 4, 3, 3, 4, 4, 4, 4, 4, 3, 4,...
## $ priority (fctr) 4, 3, 3, 4, 4, 4, 4, 4, 3, 4,...
## $ category (fctr) incident, incident, request f...
## $ km_number (fctr) KM0000553, KM0000611, KM00003...
## $ alert_status (fctr) closed, closed, closed, close...
## $ n_reassignments (int) 26, 33, 3, 13, 2, 4, 2, 5, 2, ...
## $ open_time (fctr) 05/02/2012 13:32:57, 12/03/20...
## $ reopen_time (fctr) NA, 02/12/2013 12:31:02, NA, ...
## $ resolved_time (fctr) 04/11/2013 13:50:27, 02/12/20...
## $ close_time (fctr) 04/11/2013 13:51:17, 02/12/20...
## $ handle_time_hours (fctr) 3871,691111, 4354,786389, 484...
## $ closure_code (fctr) Other, Software, No error - w...
## $ n_related_interactions (int) 1, 1, 1, 1, 1, 1, 1, 1, 1, 1, ...
## $ related_interaction (fctr) SD0000007, SD0000011, SD00000...
## $ n_related_incidents (int) 2, 1, NA, NA, NA, NA, NA, NA, ...
## $ n_related_changes (int) NA, NA, NA, NA, NA, NA, NA, NA...
## $ related_change (fctr) NA, NA, NA, NA, NA, NA, NA, N...
## $ caused_by_ci_name (fctr) SUB000508, WBA000124, DTA0000...
## $ caused_by_ci_type (fctr) subapplication, application, ...
## $ caused_by_ci_subtype (fctr) Web Based Application, Web Ba...
## $ caused_by_service_component_wbs (fctr) WBS000162, WBS000088, WBS0000...summary(incident_data)## ci_name ci_type ci_subtype
## SUB000456: 3050 application :32900 Server Based Application:18811
## SBA000263: 2176 subapplication: 7782 Web Based Application :15311
## SBA000607: 1743 computer : 3643 Desktop Application : 3876
## SBA000462: 1698 storage : 703 Laptop : 1921
## WBA000058: 1614 hardware : 442 SAP : 1199
## WBA000133: 1453 software : 333 Banking Device : 916
## (Other) :34872 (Other) : 803 (Other) : 4572
## service_component_wbs incident_id status
## WBS000073:13342 IM0000004: 1 Closed :46597
## WBS000091: 2500 IM0000005: 1 Work in progress: 9
## WBS000263: 2283 IM0000006: 1
## WBS000072: 2197 IM0000011: 1
## WBS000271: 1186 IM0000012: 1
## WBS000095: 1102 IM0000013: 1
## (Other) :23996 (Other) :46600
## impact urgency priority category
## 1: 3 1: 6 1: 3 complaint : 11
## 2: 692 2: 696 2: 697 incident :37748
## 3: 6591 3: 6536 3: 6703 request for change : 1
## 4:22579 4:22588 4:22717 request for information: 8846
## 5:16741 5:16780 5:16486
##
##
## km_number alert_status n_reassignments
## KM0001106: 1106 closed:46606 Min. : 0.000
## KM0000940: 864 1st Qu.: 0.000
## KM0001444: 790 Median : 0.000
## KM0002043: 773 Mean : 1.132
## KM0001825: 725 3rd Qu.: 2.000
## KM0000226: 587 Max. :46.000
## (Other) :41761 NA's :1
## open_time reopen_time
## 22/01/2014 15:46:06: 3 12/11/2013 10:36:33: 2
## 01/10/2013 09:57:37: 2 25/02/2014 14:29:33: 2
## 01/10/2013 10:31:44: 2 01/10/2013 09:58:22: 1
## 01/10/2013 11:08:55: 2 01/10/2013 10:20:54: 1
## 01/10/2013 14:06:33: 2 01/10/2013 10:22:34: 1
## 01/11/2013 15:55:29: 2 (Other) : 2277
## (Other) :46593 NA's :44322
## resolved_time close_time
## 22/11/2013 16:34:33: 3 27/02/2014 15:04:32: 3
## 01/10/2013 10:56:51: 2 01/10/2013 15:15:57: 2
## 01/11/2013 10:40:57: 2 01/10/2013 16:28:12: 2
## 02/10/2013 13:12:26: 2 01/11/2013 15:14:21: 2
## 03/01/2014 09:59:29: 2 02/10/2013 10:14:51: 2
## (Other) :44815 02/10/2013 14:46:54: 2
## NA's : 1780 (Other) :46593
## handle_time_hours closure_code
## 0 : 236 Other :16470
## 0,034444444: 23 Software :13027
## 0,018333333: 22 User error : 3554
## 0,009722222: 19 No error - works as designed: 3530
## 0,016666667: 19 Hardware : 2999
## 0,021388889: 19 (Other) : 6566
## (Other) :46268 NA's : 460
## n_related_interactions related_interaction n_related_incidents
## Min. : 1.00 #MULTIVALUE: 3434 Min. : 1.00
## 1st Qu.: 1.00 SD0000007 : 1 1st Qu.: 1.00
## Median : 1.00 SD0000011 : 1 Median : 1.00
## Mean : 1.15 SD0000017 : 1 Mean : 1.67
## 3rd Qu.: 1.00 SD0000025 : 1 3rd Qu.: 1.00
## Max. :370.00 (Other) :43054 Max. :63.00
## NA's :114 NA's : 114 NA's :45384
## n_related_changes related_change caused_by_ci_name
## Min. :1.00 C00003013 : 110 SUB000456: 2950
## 1st Qu.:1.00 C00014762 : 78 SBA000263: 2155
## Median :1.00 #MULTIVALUE: 24 SSW000101: 2153
## Mean :1.06 C00007098 : 16 SBA000462: 1681
## 3rd Qu.:1.00 C00001012 : 10 WBA000058: 1593
## Max. :9.00 (Other) : 322 (Other) :34967
## NA's :46046 NA's :46046 NA's : 1107
## caused_by_ci_type caused_by_ci_subtype
## application :29456 Server Based Application:16545
## subapplication: 7711 Web Based Application :14680
## computer : 3404 Desktop Application : 3335
## software : 2327 System Software : 2291
## storage : 1277 Laptop : 1910
## (Other) : 1324 (Other) : 6738
## NA's : 1107 NA's : 1107
## caused_by_service_component_wbs
## WBS000073:13173
## #N/B : 3483
## WBS000091: 2453
## WBS000072: 2184
## WBS000263: 1634
## WBS000128: 1332
## (Other) :22347incident_data %>% filter(n_related_interactions>1) %>% select(n_related_interactions, related_interaction)## Source: local data frame [3,434 x 2]
##
## n_related_interactions related_interaction
## 1 2 #MULTIVALUE
## 2 2 #MULTIVALUE
## 3 2 #MULTIVALUE
## 4 2 #MULTIVALUE
## 5 2 #MULTIVALUE
## 6 3 #MULTIVALUE
## 7 2 #MULTIVALUE
## 8 2 #MULTIVALUE
## 9 2 #MULTIVALUE
## 10 2 #MULTIVALUE
## .. ... ...incident_data %>% filter(n_related_interactions>1) %>% select(n_related_interactions, related_interaction) %>% group_by(related_interaction) %>% summarise(n())## Source: local data frame [1 x 2]
##
## related_interaction n()
## 1 #MULTIVALUE 3434Nee, dat kunnen we niet. Als er meerdere interacties gerelateerd zijn, dan is er enkel de waarde #MULTIVALUE terug te vinden.