Tracking recurring issues

[stever_]

Hi all,

I've got a bit of a puzzle on my hands: we are working on tracking when users have recurring issues based on an incident's categorization over a period of time and we would like some sort of report or chart that could be used as a dashboard to help proactively identify problem users. I would like to be able to set thresholds on time period and potentially on what would constitute a "recurring" issue (for example three incidents in two weeks with the same categorization).

Some more information in case it helps:

-We are on Eureka, working towards Fuji but testing existing functionality is taking longer than I have before this needs to be ready.

-We categorize based on four criteria: Category>Subcategory>Item>Item Detail (ie Corporate>Hardware>Printer>Paper jam). I'm working this on the Item level.

-We have custom charts enabled but I'm still learning how to use and build them.

An example:

-User opens a ticket with the Corporate>Hardware>Printer>Paper jam categorization, someone from the help desk takes care of it.

-A few days later, the same user opens a ticket with the same categorization (they aren't particularly good at re-opening resolved tickets).

-A few days after that, they open a third one still with the same categorization. When this ticket is opened, I would like a report or chart on a homepage to populate with that user and item combination (I'm open to keeping a running total, but that could get messy with the number of locations we have).

With this, I'm thinking that we set a flag or something similar in the user record so that the help desk techs are looking, they don't always have to check a report. We currently use a VIP flag for some users, as long as it could be reset, I think I could use that; but a new flag isn't hard to add, resetting it after a rolling time period might be tough though.

I've been working on this from a few different angles but can't quite wrap my head around what all would need to be done.

Thank you.

[stever_]

Sometimes they do. There are multiple ways for them to open tickets. At the end of the day, the help desk tech sets the categorization and that's what we care about in the report.