Initial request:
My second request would be concerning the Service-Now tickets we are handling: could you get the data from their system?
I found this information regarding an API: https://cern.service-now.com/service-portal?id=kb_article&n=KB0003521
I would like to get (all the data are in Service-Now, back to the 2010’s) the data, store them and do the following chart:
Total number of tickets with a pie with the repartition by activity:
Library:
including Functional Elements (FE): Library Acquisition and Collection Management, Library-assisted literature and citations search, Library Loan, ‘Library processing, bibliographic data’, Library Distribution, Library Terminal, Library Events and Sales, Library apprentices
including INSPIRE tickets when Resolved by someone from RCS-SIS (not the ones resolved by other labs)
Archives, including Functional Elements: CERN – Archive, W. Pauli Archive, Document Scanning
Median resolving time for the above FEs
Average business duration for the above FEs
Number of feedback received (on the total of tickets for the same period) and percentage by feedback type (‘very satisfied’, satisfied’, etc.)
In general, could we call the Dashboard ‘Library KPIS’ -> Archives & Library Services ? Could we group some of the indicators into sections or would you recommend having separated dashboards? I was thinking of having one more ‘front services’ (visitors, loans, requests, books added to collection, etc.) and another more ‘back services’ (tickets, curation, cataloguing, acquisitions’ internal figures, bookshop’s internal figures, etc.). But still ideas in progress… And some metrics could be in both.
Initial request:
My second request would be concerning the Service-Now tickets we are handling: could you get the data from their system?
I found this information regarding an API: https://cern.service-now.com/service-portal?id=kb_article&n=KB0003521
I would like to get (all the data are in Service-Now, back to the 2010’s) the data, store them and do the following chart:
Total number of tickets with a pie with the repartition by activity:
Library:
including Functional Elements (FE): Library Acquisition and Collection Management, Library-assisted literature and citations search, Library Loan, ‘Library processing, bibliographic data’, Library Distribution, Library Terminal, Library Events and Sales, Library apprentices
including INSPIRE tickets when Resolved by someone from RCS-SIS (not the ones resolved by other labs)
Archives, including Functional Elements: CERN – Archive, W. Pauli Archive, Document Scanning
Median resolving time for the above FEs
Average business duration for the above FEs
Number of feedback received (on the total of tickets for the same period) and percentage by feedback type (‘very satisfied’, satisfied’, etc.)
In general, could we call the Dashboard ‘Library KPIS’ -> Archives & Library Services ? Could we group some of the indicators into sections or would you recommend having separated dashboards? I was thinking of having one more ‘front services’ (visitors, loans, requests, books added to collection, etc.) and another more ‘back services’ (tickets, curation, cataloguing, acquisitions’ internal figures, bookshop’s internal figures, etc.). But still ideas in progress… And some metrics could be in both.