This incident management report summarizes activity from the last week. It shows 188 open incidents, 516 resolved incidents, and 1 pending incident across various teams. It also lists 47 incidents that have not been updated in over 5 or 10 days, with the Infrastructure (INF) and Business Advisory Services (BAS) teams having the most outdated incidents. Finally, it provides details on service level agreements for incident response times and achievement of those service levels for the different incident priorities.

1. CLA Incident Management Report
Report Run Time: 05-May-2016 at 12:49 pm
All Activity - Last Week
Open Resolved Closed Pending -
Action Date
Pending -
Other
Others
Service Desk 49 5 322 11 26 1
BAS 52 0 113 2 27 0
EUS 9 0 65 16 68 0
SAM 21 0 78 19 4 0
INS 5 0 45 1 1 0
INF 15 0 21 0 4 0
BTG 6 0 20 1 1 0
ES 7 0 13 1 2 0
PSA 5 0 16 0 0 0
Risk 7 0 8 0 2 0
CFS 4 0 6 0 4 0
OSS 5 0 7 0 1 0
SDev 2 0 2 0 0 0
Connection Team 1 0 0 0 0 0
Total 188 5 716 51 140 1
Incidents Not Updated
> 5 Days > 10 Days Total
INF 2 9 11
BAS 2 4 6
EUS 6 0 6
SAM 2 4 6
Risk 1 3 4
ES 0 3 3
BTG 1 1 2
CFS 1 1 2
INS 0 2 2
PSA 0 2 2
SDev 0 2 2
Connection Tea 1 0 1
Total 16 31 47

2. Customer Contact SLADefined Service Levels:
o Sev 1 - For 100% of incidents, customer follow up will occur within 15 minutes of the incident being assigned to a team.
o Sev 2 - For 95% of incidents, customer follow up will occur within 60 minutes of the incident being assigned to a team.
o Sev 3 - For 80% of incidents, customer follow up will occur within 1 business day of the incident being assigned to a team.
o Sev 4 - For 70% of incidents, customer follow up will occur within 2 business days of the incident being assigned to a team.
1 - Critical 2 - High 3 - Average 4 - Low
Total Achieved Total Achieved Total Achieved Breached Total Achieved
Total 1
100%
1
100%
5
100%
5
100%
241
100%
234
97%
7
3%
24
100%
24
100%
BAS 34
100%
31
91%
3
9%
6
100%
6
100%
BTG 2
100%
2
100%
CFS 2
100%
2
100%
ES 3
100%
3
100%
4
100%
4
100%
EUS 30
100%
29
97%
1
3%
9
100%
9
100%
INF 8
100%
7
88%
1
13%
INS 7
100%
7
100%
OSS 1
100%
1
100%
PSA 1
100%
1
100%
1
100%
1
100%
11
100%
11
100%
Risk 1
100%
1
100%
3
100%
3
100%
SAM 1
100%
1
100%
SD 139
100%
137
99%
2
1%
8
100%
8
100%

3. All Breached Incidents
Initial Contact After
Escalation:Ticket #: Priority: Subject:Open Time:
Time to
First Log:
25-Apr-2016 7:53 amIM188667 Quicken 2015- Error message3 - Average 26-Apr-2016 9:02 amBAS 26 Hrs.
26-Apr-2016 9:30 amIM188839 Naviplan: Request for old version3 - AverageBAS 207 Hrs.
27-Apr-2016 2:30 pmIM189034 Unable to print from specified tray in Citrix (Word)3 - Average 29-Apr-2016 9:28 amBAS 43 Hrs.
27-Apr-2016 10:07 amIM188982 Unable to print to network printer3 - Average 28-Apr-2016 11:49 amEUS 25 Hrs.
25-Apr-2016 2:12 pmIM188757 Fax Machine Not Sending or Receiving Faxes3 - Average 28-Apr-2016 8:10 amINF 66 Hrs.
27-Apr-2016 12:01 pmIM189012 Trying to save archived emails, OUTLOOK crashes instead.3 - Average 29-Apr-2016 10:06 amSD 46 Hrs.
29-Apr-2016 1:07 pmIM189287 Unable to Log In to Good App3 - Average 02-May-2016 1:06 pmSD 72 Hrs.

4. Incidents Not Updated - Detail
BAS
> 10 Days
IM178742 08-Feb-2016 12:35 pm Request to configure remote connection (existing)
IM181744 29-Feb-2016 8:01 am Request for remote connection to Midwest Distributing [001-062423]
IM186285 04-Apr-2016 11:41 am User has a new computer and needs to get a remote connection onto the new machine. She has a T550.
IM186476 05-Apr-2016 2:05 pm Install Tyler Hosted Service SSO software for remote connection
> 5 Days
IM187545 14-Apr-2016 9:55 am New Connection to Client.
IM188405 21-Apr-2016 9:02 am Request to change existing client remote connection
BTG
> 10 Days
IM171481 30-Dec-2015 9:49 am Would like an increase in Users drive
> 5 Days
IM188674 25-Apr-2016 8:11 am Requesting IDEA locally
CFS
> 10 Days
IM174953 19-Jan-2016 2:38 pm Wall shoretel phone in confrence room 3H is not powering on.
> 5 Days
IM188953 27-Apr-2016 7:38 am When user trys to login to open voice gets invalid password
Connection Team
> 5 Days
IM188875 26-Apr-2016 12:51 pm Client remote connection request
ES
> 10 Days
IM169433 15-Dec-2015 12:45 pm Pfx Tax 2014 - Crashes with Client: Caleb Siefkes #094-107468
IM178684 08-Feb-2016 11:10 am Citrix - Poor performance in Production Processing
IM185294 25-Mar-2016 3:10 pm Issues settings up citrix on iPad, user has RSA token instead of phone factor for authentication
EUS
> 5 Days
IM188188 19-Apr-2016 2:14 pm Internet explorer- Constantly goes unresponsive
IM188775 25-Apr-2016 3:29 pm Equipment Order
IM188830 26-Apr-2016 9:13 am Computer- Random BSOD and other issues
IM188924 27-Apr-2016 4:44 am Hardware order
IM188950 27-Apr-2016 7:27 am Request for phone headset
IM188968 27-Apr-2016 8:54 am MPLS SD Hardware order

5. INF
> 10 Days
IM178990 09-Feb-2016 12:07 pm Voicemail - Clients cannot hear beep prompt when leaving a voicemail
IM144492 04-Jun-2015 8:29 am Net 360
IM151540 06-Aug-2015 7:58 am SFTP - Unable to connect while on VPN (VA environment)
IM177817 02-Feb-2016 5:15 pm VPN - Intermittant Connectivity
IM182376 03-Mar-2016 11:53 am Unable to call office phone
IM186640 06-Apr-2016 2:56 pm Danville phone call quality
IM183746 14-Mar-2016 12:22 pm question about CLA_D wireless and wifi phone calls
IM186728 07-Apr-2016 9:18 am External callers say that the voice mail message Stacie recorded is very hard to hear
IM181490 25-Feb-2016 4:36 pm Voicemail- Quality issues
> 5 Days
IM188684 25-Apr-2016 9:04 am Telephone Won't Power On - Denver (Broomfield)
IM187964 18-Apr-2016 11:44 am Hardware Request: Shoretel Phones QTY 4
INS
> 10 Days
IM144162 01-Jun-2015 2:52 pm Questions about Good/Outlook contact groups
IM172756 07-Jan-2016 10:18 am WhiteList Email Request
PSA
> 10 Days
IM186467 05-Apr-2016 1:19 pm Cannot complete WIP transfer wizard, all engagements not listing when going through wizard
IM188186 19-Apr-2016 2:08 pm user is having Issues with realization rate in star scheduling
Risk
> 10 Days
IM186822 07-Apr-2016 4:32 pm blocked website: request for access
IM187480 13-Apr-2016 4:52 pm Websense/botnet alert - Guest wifi
IM184704 21-Mar-2016 8:15 pm Temp 30 Day Folder - Restric Access
> 5 Days
IM188618 22-Apr-2016 6:03 pm User has a large amount of client data not on the network and the client folders dont not have IDs.

6. SAM
> 10 Days
IM185177 25-Mar-2016 7:00 am Temp to Hire - Michael Crocker 38955 Old Emp #88793 - 04/01/2016 Baltimore 967 - Technical Analyst
IM180031 16-Feb-2016 9:24 am Site Relocation from Rockford to Milwaukee - 2/15/2016
IM187037 11-Apr-2016 8:14 am Site Relocation from St. Louis 098 to Mpls 053 - ISSG
IM158238 29-Sep-2015 10:20 am Office Move: Dominic Zamora Moved from Spokane to Phx
> 5 Days
IM188088 19-Apr-2016 8:16 am Tom Kling - Changing Department - Remove SD Permissions
IM188390 21-Apr-2016 8:07 am Site Relocaton - from MPLS to Seattle - Beth Spencer - effective 5/1/2016
SDev
> 10 Days
IM183690 14-Mar-2016 8:44 am Client - unable to load CLA Doc Portal
IM184438 18-Mar-2016 11:53 am New Hire Ticket Change Request

7. All Leads Opened by Team
Last 6 Months
Total 06-Dec-2015 20-Dec-2015 03-Jan-2016 17-Jan-2016 31-Jan-2016 14-Feb-2016 28-Feb-2016 13-Mar-2016
Total 136 5 6 23 24 18 12 10 5
ES 48 3 3 8 11 5 6 3 1
INF 22 0 0 3 6 0 1 1 1
SD 19 0 1 1 3 3 3 1 3
BAS 16 0 0 4 2 6 0 2 0
INS 16 1 2 2 1 2 1 2 0
SDev 7 0 0 3 1 2 0 0 0
PSA 3 0 0 0 0 0 0 0 0
Risk 2 0 0 2 0 0 0 0 0
CFS 1 1 0 0 0 0 0 0 0
EUS 1 0 0 0 0 0 1 0 0
SAM 1 0 0 0 0 0 0 1 0
All Open Lead Incidents
PSA - Professional Services Aut
IM189217
29-Apr-2016 12:24
29-Apr-2016 8:17
Last Update:
Opened:2 - High
[Lead] - Unhandled Exception error trying to email bill from STAR
6 Day(s) old 6 Day(s) since last update.
Title:

8. All Leads Closed in the last 7 Days
ES - Enterprise Services Open Time: Closed Time: Contact:Hrs. to Close:
IM188651 25-Apr-2016 7:03 am2 - High
LEAD: User launches CCH Axcess Tax and gets an Install and Update Manager screen
Alston, Angela
(704) 816-8433
25-Apr-2016 9:04 amTberends 2
Resolution:
Workaround is in place for LFR04 Charlotte users. Users must fully
logout of existing sessions and relaunch Axcess Tax. This issue is
fixed on the Vdisk and is staged for tonights Citrix server reboots.
Resolved by AnalystCause Code:
Closed By: Berends, Tyler Other (Please Specify)Closure Code:
IM188710 25-Apr-2016 10:47 am2 - High
LEAD: A Windows Update seems to be causing Bitlocker to not accept PIN & TPM reset to fail
Dam, Thuy
(303) 793-1426
28-Apr-2016 2:12 pmTberends 76
Resolution:
Pulled this update out of our deployment. Only about 4-5 machines
saw this issue and all of them are working now with no intervention
from ES. If other machines see the issue they should be ok after the
update reverts and they can get in. Some machines may already
have the update files and the policy to install them before it checks in
and realizes that the update has been pulled.
Resolved by AnalystCause Code:
Closed By: Berends, Tyler Other (Please Specify)Closure Code:
IM189112 28-Apr-2016 10:45 am2 - High
LEAD: Citrix - Unable to launch Citrix apps - Failed to start app
Quammen, Tanner
13062
29-Apr-2016 9:48 amNot Assigned 23
Resolution:
Reset the count.
Resolved by AnalystCause Code:
Closed By: Mares, Jesse Other (Please Specify)Closure Code:
IM168312 09-Dec-2015 1:55 pm3 - Average
LEAD: hung session - pfx fixed assets - recurring issue
Clement, William
(508) 441-3257
26-Apr-2016 7:28 amTberends 3,330
Resolution:
This issue is in problem management. Closing out ticket.
Resolved by AnalystCause Code:
Closed By: Berends, Tyler Other (Please Specify)Closure Code:
IM174981 19-Jan-2016 3:20 pm3 - Average
LEAD: Unable to remote into 172.16.53.x & 172.16.55.x IPs
Anderson, Genna
(608) 662-9763
26-Apr-2016 11:36 amTberends 2,348
Resolution:
Workaround is in place; permanent fix will be implemented with the
new VPN client.
.
Forwarded to 3rd Party SupportCause Code:
Closed By: Fox, Charles Other (Please Specify)Closure Code:

9. IM180730 19-Feb-2016 7:16 pm3 - Average
LEAD: Citrix - Repeatedly unable to launch Pfx App Selector after previously working in Pfx Tax
Donahue, Krista
(715) 387-6341
26-Apr-2016 11:32 amTberends 1,600
Resolution:
Changes have been implemented to resolve issues in Pfx Tax14/15,
and we are continuing to work with the vendor on issues with Pfx App
Selector.
Instead of tracking individual tickets, we're moving this issue to our
Problem Management team who will compile the information and
work with the vendor to implement fixes as needed.
.
Resolved by AnalystCause Code:
Closed By: Fox, Charles Other (Please Specify)Closure Code:
IM189082 28-Apr-2016 8:39 am3 - Average
lead: ultratax CS 2006-2009 missing for racine office
Konz, Christina
(262) 898-6574
28-Apr-2016 3:57 pmNot Assigned 7
Resolution:
These should be disabled, but for now they are up and running - CLA
is 5 years back only.Resolved by AnalystCause Code:
Closed By: Mares, Jesse Other (Please Specify)Closure Code:
INF - Infrastructure Open Time: Closed Time: Contact:Hrs. to Close:
IM188173 19-Apr-2016 12:53 pm2 - High
LEAD: Rockford - Multiple Users - Unable to make outbound calls to 10-digit number
Lapworth, Jonathan
(815) 847-7477
26-Apr-2016 11:33 amDmcenery 167
Resolution:
Workaround is in place; Closing incidents and moving this issue to
Problem Management to track a permanent fix.Forwarded to 3rd Party SupportCause Code:
Closed By: Fox, Charles Other (Please Specify)Closure Code:
IM188544 22-Apr-2016 8:31 am2 - High
LEAD: Owatonna, MN - Unable to dial long distance
McMasters, Katy A.
507-446-7117
26-Apr-2016 11:34 amDmcenery 99
Resolution:
Workaround is in place; Closing incidents and moving this issue to
Problem Management to track a permanent fix.Forwarded to 3rd Party SupportCause Code:
Closed By: Fox, Charles Other (Please Specify)Closure Code:
IM188546 22-Apr-2016 8:43 am2 - High
LEAD: Belleville, IL Office - Unable to make long distance phone calls
Nowak, Amanda
22002
26-Apr-2016 11:34 amDmcenery 99
Resolution:
Workaround is in place; Closing incidents and moving this issue to
Problem Management to track a permanent fix.Forwarded to 3rd Party SupportCause Code:
Closed By: Fox, Charles Other (Please Specify)Closure Code:
INS - Infrastructure Systems Open Time: Closed Time: Contact:Hrs. to Close:

10. IM188522 22-Apr-2016 6:09 am2 - High
LEAD: Webmail.claconnect.com Down
Savas, Steven25-Apr-2016 4:12 pmthom11265 82
Resolution:
Issue resolved.
Resolved by AnalystCause Code:
Closed By: Thompson, Tyler Other (Please Specify)Closure Code:
PSA - Professional Services Aut Open Time: Closed Time: Contact:Hrs. to Close:
IM188931 27-Apr-2016 5:38 am1 - Critical
LEAD: STAR billing - no clients appear
Reedy, Mary L.
(218) 825-2972
27-Apr-2016 7:55 ammill3152 2
Resolution:
This should be fixed now. There is an overnight procedure that
populate the client to bill list. That procedure did not run to
completion last night. It has since been run and the list should now
be populated.
Resolved by AnalystCause Code:
Closed By: Miller, Darlene Other (Please Specify)Closure Code:

11. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2 - High 3 - Average 4 - Low
33%
17%
54%
17%
17%
5%
17%
13%
12%
11%
11%
77%
7%
7%
5%
adp ipay shoretel communicator
computer pfx engagement
good for enterprise gofileroom
sccm / ad unintentional disclosure
star shoretel phones
citrix pfx axcess tax
By Priority
Percentage
Incidents by Subarea and Priority
Last Full Week
Incidents by Subarea (Top 10)
Escalated Service Desk Total
applications >> citrix >> hung session: pfx engagement 0 93 93
applications >> sccm / ad >> windows login: password reset/unlock account 4 68 72
applications >> good for enterprise >> unable to log in 0 55 55
applications >> citrix >> unable to launch application 0 53 53
applications >> gofileroom >> unable to log in 0 38 38
applications >> pfx engagement >> workpapers: function or feature not working 34 0 34
applications >> star >> function or feature not working 30 1 31
applications >> astee >> unable to launch 0 24 24
applications >> citrix >> unable to log in 0 24 24
networking >> vpn >> unable to connect 23 0 23
Total 434 594 1,028

12. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
3 - Average 4 - Low
31%
27%
17%
20%
15%
7%
33%
27%
15%
8% employee support
hardware order
operational support
web filtering
gofileroom
good for enterprise
files and folders
pfx engagement
bitlocker
By Priority
Percentage
Requests by Subarea and Priority
Last Full Week
Requests by Subarea (Top 10)
Escalated Service Desk Total
applications >> bitlocker >> request: recovery key 0 60 60
applications >> good for enterprise >> request: account setup/re-setup 1 34 35
web technologies >> web filtering >> blocked website: request for a one-time download 2 26 28
applications >> pfx engagement >> request: add to binder staff/groups 0 26 26
service desk >> operational support >> request: incident status / update 0 24 24
networking >> files and folders >> request: modify file and folder rights 17 0 17
applications >> misc. / non-firm standard software >> request: install, update, or remove 13 1 14
applications >> pfx engagement >> request: third party review 13 1 14
networking >> files and folders >> request: restore 14 0 14
applications >> pfx engagement >> request: check in workpapers 0 12 12
Total 293 343 636
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