Metric Request: "Completed" but not by us

[kreig303]

From Kevin he/him on Slack:

Not sure that this is necessarily the right place, but I wanted to raise the question of what happens to inquiries/tickets that are not able to be successfully completed (e.g., the need is met by another service provider before the ticket is completed)? Are these tickets just being deleted/marked complete? I'm not sure about how often this occurs, but in terms of capturing the wider picture of BSS's impact, it could be helpful to add a terminal status (like "unable to be completed") in order to keep track of this outcome, especially because a lot of work goes into the intake process, regardless of whether or not a ticket is successfully completed! Just a thought to keep in mind in terms of design 💡

@maybejustmaybe replies

Definitely. It doesn’t seem to be a burning issue, but we aught go keep it in mind. #automation will probably need to take the lead intake team here.