Daily Incident Reporting Tutorials

8/11/2019 Daily Incident Reporting Tutorials

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Daily incident reporting (evening)

Use Styx web extract (access has been requested, if you have not received, get someone

onshore [e.g. Sian Jack] to do it for you) to get a fetch. This lists all Activate incidents.

Filter on Status (col. R) to Cancelled delete all rows that this turns up.

Filter on Queue (col. N) to UK Service Desk OneView and again delete all rows this turnsup.


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Now, copy all remaining rows, and paste into cell A2 in the fetch tab of the

Activate_OneView_datefile. This will overwrite the existing data. For ease of viewing, turn on

word wrap, and then turn it off. This compresses all rows.

Filter on col O Assigned to Name to Blanks.


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In these blanks, write either the name in Responsible if present, and Created by if not. This

should now prevent any blanks in col O.

Filter on col. AU Team for #N/A.

Move across to col O, and find resources that appear here. These have not yet been assigned

a team, so you will have to go to the Team Information tab.


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Enter these resources into column B, and add their team assignations as appropriate.

Open the name manager (in formulas tab), and extend the size of TeamLookup name toinclude these new rows.


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Now, filter on Date Resolved to show all incidents that have been resolved today. For eachnew resolved incident, you must find out the resource who resolved the incident.

Log in to Activate, and search by the incident number.


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Look in the Actions tab to find out who resolved the incident.

Fill this information in the Resolved By column (AV). You may possibly need to update the

TeamLookup table again if you are getting #N/As in column AW.


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Go to each of the report tabs (All, SAP, and non-SAP), click in an empty cell, and click refresh

all on the Data tab.

On each report tab, drag down the whole row of the Work in Hand table so that todays date

is shown in the To column.


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Go to each Trend tab (All, SAP, non-SAP) and drag down the formula in column K down until

it is in line with todays date.

Go to each Report tab, and change the data source for the Daily Opened and Closed (Rolling

3 Weeks) graph down a row so that it captures todays data as well.


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Change the filter on the Res Date category on the Incidents by resolver in last seven days

pivot so that the last seven days are ticked (untick topmost date, tick lowest date).

Thats it for the day-to-day operations. On a new week you will have to:


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Change all the Crt Wk filters on all pivots on all Report tabs to select all week values (there

is quite a lot of them).

Drag down the formula in column R in the Summary Chart Data table in all Trend tabs.

Save again, and also save as type PDF. Now send out to the delivery list that you havereceived the latest update through.


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Mike sheet

Pull fetch, remove the cancelled and service desk queue as before. Paste into fetch inMike_ActivateMetrics_OneView_date and save as with updated date to todays date. Filter for

blanks on Assigned To (col. O) as with other sheet, fix in same manner. Filter on Assigned To

Sub-Team (col. AT) and fix any #N/A in same manner as other sheet. Add extra column

before Comments and label with ETC and todays date.

Documents

Daily Incident Reporting Tutorials