Tracking access problems

How are you tracking troubleshooting issues? What program do you use and what data do you keep?

Currently, I use an Excel spreadsheet with a worksheet per month. I track

    the date of the report
    who I received the report from (ILL, Reference, etc.)
    the problem reported
    title and source
    actual problem (if different from what was reported)
    resolution
    date resolved and number of days until resolution

I’m working on creating a graph of the number of reports per month and who sends the reports, as well as a chart of the number of days it takes to resolve problems. Look for that soon on my new Statistics page.

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