Suppose you have just been appointed manager of a help desk with an IS department. You have been there for just a week, and you are amazed to find only limited data to help you manage your employees. In fact, the only data kept concerns the processing of particular issues, called Tickets.The following data are kept: Ticket#, Date_Submitted, Date_Opened, Date_Closed, Type (new or repeat), Reporting_Employee_Division, Technician_Name, Problem_System, and Problem_Description.You can find sample Ticket Data in the Excel file Application Exercise 4.xlsx.

As a manager you need information that will help you manage. Specifically, you need information that will help you learn:

• Who are your best- and worst- performing technicians?
• How different systems compare in terms of number of problems reported and the time required to fix those problems?
• Which technicians are the best and worst at solving problems with particular systems? and
• Which technicians are best and worst at solving problems from particular divisions?

1. Use either Access or Excel, or a combination of the two, to produce the information you need using the data in the Excel file Applications Exercise 4.xlsx. In your answer, you may use queries, formulas, reports, forms, graphs, pivot tables, pivot charts, or any other type of Access or Excel display. Choose the best display for the type of information you are producing.

2. Explain how you would use these different types of information to manage your department.

3. Specify any additional information that you would like to have produced from this data to help you manage your department.

4. Use either Access or Excel, or a combination, to produce the information in part c.

Ticket #	Date_Submitted	Date_Opened	Date_Closed	Type	Reporting_Employee_Name	Reporting_Employee_Division	Technician_Name	Problem_System	Problem_Description
1	11/1/18	11/1/18	11/3/18	New	Dency Jenkins	Wagons & Carts	Rob Owens	Production Scheduling	Network Fault
2	11/2/18	11/3/18	11/6/18	Repeat	Nick Lyons	Dolls & Action Figures	Dennis Rivers	Accounts Payable	Master Update Error
3	11/5/18	11/6/18	11/7/18	New	Robert Michaels	Robotic Toys	Rob Owens	Order Entry	Log-in Error
4	11/5/18	11/6/18	11/10/18	New	Randy Immons	Sleds & Toboggans	Anita Jenkins	Sales Quota Computation	Reporting Error
5	11/11/18	11/12/18	11/14/18	Repeat	Dency Jenkins	Wagons & Carts	Rob Owens	Production Scheduling	Network Fault
6	11/13/18	11/14/18	11/16/18	New	Molly Tanner	Dolls & Action Figures	Anita Jenkins	Customer Service	Database Access Error
7	11/14/18	11/17/18	11/18/18	Repeat	Dency Jenkins	Wagons & Carts	Rob Owens	Production Scheduling	Network Fault
8	11/20/18	11/20/18	11/21/18	New	Rich Miller	Robotic Toys	Dennis Rivers	Payroll	Reporting Error
9	11/21/18	11/23/18	11/24/18	New	Nick Lyons	Dolls & Action Figures	Dennis Rivers	Budgeting	Master Update Error
10	11/21/18	11/22/18	11/25/18	Repeat	Molly Tanner	Dolls & Action Figures	Anita Jenkins	Customer Service	Database Access Error
11	11/24/18	11/25/18	11/28/18	New	Randy Immons	Sleds & Toboggans	Rob Owens	Sales Quota Computation	Log-in Error
12	11/25/18	11/25/18	11/27/18	New	Glenda Abbot	Wagons & Carts	Dennis Rivers	HR Forecasting	Reporting Error
13	11/26/18	11/27/18	11/28/18	Repeat	Robert Michaels	Robotic Toys	Rob Owens	Order Entry	Log-in Error
14	11/28/18	11/29/18	11/30/18	Repeat	Glenda Abbot	Wagons & Carts	Dennis Rivers	HR Forecasting	Reporting Error
15	11/28/18	11/29/18	11/30/18	New	Rich Miller	Robotic Toys	Anita Jenkins	Budgeting	Master Update Error