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 turns
up.


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


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.


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 to
include these new rows.



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



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


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.


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.


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.



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:



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 have
received the latest update through.

Mike sheet

Pull fetch, remove the cancelled and service desk queue as before. Paste into fetch in
Mike_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.