Analysis of Cases Categorized as "Other > Other Type"

Context

I work at an office that handles support cases when professors need assistance with instructional technologies. On conversations with various colleagues, I noticed that there were case categories some did not know that existed. In other cases, some used a case types/subtype that was not the best type for the case. I decided to analyze case types/subtypes to investigate

  • whether there are case identified as “Other Types” that already have a specific “Type/Sub-type”,
  • whether there are new Types/Sub-Types that might be needed.

Armed with this knowledge, we would also be able to reach agreements re describing issues.

In this section, you'll find the presentation report along with a document that contains the recommendations based on the analysis.

 

Presentation

This study helped identify the cases that are categorized as "Other > Other Type" and to find way to minimize the use of these generic categories.

Recommendations

The first half of the document provides/requests search parameter and research questions for future studies. The second half includes a proposal for categories of case types/subtypes that could be used to standardize case identification and make finding types/subtypes more intuitive.

Reference Doc

As a result of this study, I also created a master list of case types/subtypes so that colleagues could use it as a reference when they are not certain of how to category a case.