Our Ref: IGFOI/11042012
01 August 2012
Response to:
Ian Carroll
Dear Mr Carroll
Re – ICT Service Desk Data
I am writing in response to your request for information under the Freedom of Information Act 2000 in relation to the above and would apologise for the delay.
We have considered your request and can respond to your questions as follows:
Under the Freedom of Information act I would like the following data from your IT Service Desk Management Software please:
For EACH call/ticket logged in the IT Service Desk Management system I would like the following data:
*Ticket/Call reference number
*The date & time the ticket/call was raised
*The date & time the ticket/call was closed/resolved (for all open or unresolved tickets this will be blank)
*Which dept/stakeholder raised the call
*Ticket/call status, i.e. Open, Closed, In Progress, Resolved, Unresolved, etc.
*Ticket/call type, i.e. Incident, Problem, Change Request, etc.
*Ticket/call type, i.e. Hardware Request, Software Request, Network Issue, etc
*Ticket/call priority, i.e. P1, P2, P3, etc
*Ticket Owner or Resolving Group, i.e. Networks, App Support, Desktop, 3rd Party, etc.
Please provide the data in CSV format (zipped is fine) for the past 3 years to date. If the past 3 years is not available please advise what period of data you do have.
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We have provided a full list of all calls made for the 3 year time frame requested, in CSV format. Unfortunately we are unable to provide information about the team raising the call, due to the configuration of the database for the period in question. To enable us to provide this information would require us to identify all individual East Cheshire NHS Trust users and then extract against that list of users, which would take a considerable amount of time and which would not provide information relating to staff who have changed organisation or moved within teams.We therefore consider this element to be exempt under the Freedom of Information Act 2000 – Section 12(1).
If you are unhappy with the way your request for information has been handled, you can request a review by writing to: Mr. John Glynn, Legal Services Manager, Corporate Affairs & Governance,Arley Building, East Cheshire NHS Trust, Victoria Road, Macclesfield, Cheshire SK10 3BL. Alternatively an email can be sent to
If you remain dissatisfied with the handling of your request or complaint, you have a right to appeal to the Information Commissioner at: The Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Phone: 0303 123 1113
Website: or
Yours sincerely
Julie Green
Director
Corporate Affairs & Governance