Defining Projects
A project is a temporary endeavor undertaken to create a unique product, service or result. (PMI, PMBOK sixth Edition, p.4)

Examples in the context of this unit :Training session suggestions, Presentation request & Meeting agenda items.
  • Latoya’s Project manager for the different tickets listed as projects.
  • these may be trainings that happen months away (Town Halls, Network meetings, etc.)
  • John is support
     

Workflow

  • Any tickets submitted that meets the classification of project ( training session topic, presentation request, or meeting agenda) is labeled with TAG of "Advising - Project In Progress" 
  • project is noted in the Teams Project tracker that references the Ticket number
  • when project is complete, label it with tag "Advising - Project Complete"
  • Advising Operations Coordinator will check on tickets labeled with tag "Advising - Project In Progress" and communicate about them if needed
  • When the project is complete (training has happened or there is nothing else to do), agent changes the Tag to "Advising - project complete"


  • Summary: Teams used for Project tracking / Freshservice used for communication about the ticket (if needed)


NOTE / CONTEXT: The reason for using Tags to track projects is not to skew the data of how long it takes to close most of our tickets. We used "Status" for this before, which was problematic because tickets with a project status that were open for a long time impacted the metrics of the rest of our tickets and the resolution times. Now, we are primarily using the "Project Tracker" in Teams to track projects while using Freshservice for communications about tickets. For example, a training request for a training a few months out could be open for months which would impact the "Average Resolution Time" of all the tickets in our group (Advising Training and Development).