| IT
Help Center - April 2008 |
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| All Reported Problems |
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| Count of Ticket# |
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Classification2 |
Classification |
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Faculty-Staff- all other |
Students-Parents |
Grand Total |
| ProblemType2 |
ProblemType |
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| Central
Systems Access |
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Access; Activate; UNIX;
Faculty/Staff |
4 |
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4 |
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Access; Activate; UNIX; Student |
3 |
9 |
12 |
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Access; CAS Authentication |
3 |
1 |
4 |
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Access; Inactive users |
8 |
21 |
29 |
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Access; Passwords; Other |
1 |
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1 |
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Access; Passwords; Unix |
12 |
2 |
14 |
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Access; PINS; Student |
4 |
1 |
5 |
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Access; UD ID |
3 |
1 |
4 |
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Access; UDelNetID |
3 |
2 |
5 |
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Learning; MyCourses; Login |
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2 |
2 |
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Software; Calendar Server
(SunOne); Access |
3 |
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3 |
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Voice Mail; Resets/Reinitialize;
Faculty/Staff |
5 |
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5 |
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Voice Mail; Resets/Reinitialize;
Student |
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2 |
2 |
| Central
Systems Access Count |
49 |
41 |
90 |
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| Central
Systems Software |
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Administrative Systems;
Peoplesoft; Financials |
1 |
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1 |
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Administrative Systems;
Peoplesoft; UDSIS |
15 |
6 |
21 |
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Administrative Systems;
Reporting; Cognos |
1 |
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1 |
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Administrative Systems; Web; Web
Forms |
12 |
1 |
13 |
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Documentation |
3 |
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3 |
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Software Distribution |
2 |
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2 |
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Software; Remedy; Changes |
1 |
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1 |
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Voice Mail; General Questions |
3 |
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3 |
| Central
Systems Software Count |
38 |
7 |
45 |
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| Connecting
to UD |
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Connection; Ethernet;
Faculty/Staff |
11 |
1 |
12 |
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Connection; Ethernet; Student;
Troubleshoot |
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27 |
27 |
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Connection; IP; Duplicate |
1 |
2 |
3 |
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Connection; IP; Troubleshoot |
1 |
2 |
3 |
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Connection; ISP; Student |
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2 |
2 |
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Connection; PPP; Faculty/Staff |
4 |
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4 |
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Connection; PPP; Student |
2 |
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2 |
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Connection; Software; Other |
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1 |
1 |
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Connection; VPN |
9 |
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9 |
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Connection; Wireless;
Faculty/Staff |
15 |
1 |
16 |
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Connection; Wireless; Student |
3 |
22 |
25 |
| Connecting
to UD Count |
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46 |
58 |
104 |
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| Desktop
Systems |
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Departmental Servers |
25 |
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25 |
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Desktop Systems; Maintenance;
Faculty/Staff |
4 |
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4 |
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Desktop Systems; Maintenance;
Student |
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9 |
9 |
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Desktop Systems; Setup |
4 |
1 |
5 |
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Desktop Systems; TSC;
Pre-purchase |
1 |
2 |
3 |
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Desktop Systems; Use;
Faculty/Staff |
32 |
3 |
35 |
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Desktop Systems; Use; Students |
1 |
20 |
21 |
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Virus; General Questions |
1 |
1 |
2 |
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Virus; Has Virus (port not off);
Faculty/Staff |
3 |
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3 |
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Virus; Has Virus (port not off);
Student |
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9 |
9 |
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Virus; Needs Software |
5 |
2 |
7 |
| Desktop
Systems Count |
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76 |
47 |
123 |
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| E-mail |
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E-Mail; DropBox |
2 |
2 |
4 |
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E-Mail; General; Forward command |
5 |
1 |
6 |
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E-Mail; General; INBOX recover
messages |
2 |
1 |
3 |
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E-Mail; General; Mail lists;
General |
6 |
1 |
7 |
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E-Mail; General; Mail lists; PO
Box |
5 |
3 |
8 |
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E-Mail; MAC OS X; Faculty/Staff |
3 |
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3 |
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E-Mail; MAC OS X; Student |
1 |
2 |
3 |
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E-Mail; Mirapoint; Faculty/Staff |
10 |
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10 |
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E-Mail; Mirapoint; Student |
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1 |
1 |
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E-Mail; Mozilla; Faculty/Staff |
7 |
1 |
8 |
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E-Mail; Other |
20 |
7 |
27 |
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E-Mail; Outlook Express;
Faculty/Staff |
3 |
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3 |
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E-Mail; Outlook; Faculty/Staff |
8 |
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8 |
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E-Mail; Outlook; Student |
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2 |
2 |
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E-Mail; Pine |
2 |
1 |
3 |
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E-Mail; Quota |
16 |
3 |
19 |
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E-Mail; Spam filtering |
13 |
3 |
16 |
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E-Mail; Thunderbird;
Faculty/Staff |
2 |
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2 |
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E-Mail; Webmail; Faculty/Staff |
5 |
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5 |
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E-Mail; Webmail; Student |
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9 |
9 |
| E-mail
Count |
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110 |
37 |
147 |
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| General
Information |
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Computing Sites |
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3 |
3 |
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Library |
2 |
2 |
4 |
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Other |
37 |
20 |
57 |
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Telephone; Cellular Wireless |
19 |
1 |
20 |
| General
Information Count |
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58 |
26 |
84 |
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| Learning
Systems |
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Instructional Technology;
Classroom Setup |
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2 |
2 |
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Instructional Technology; Video
streaming |
1 |
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1 |
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Learning; MyCourses; Other |
12 |
7 |
19 |
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Learning; MyCoursesPlus; Other |
2 |
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2 |
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Learning; Sakai; Other |
1 |
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1 |
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Test Scoring, Freq. Scanning |
4 |
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4 |
| Learning
Systems Count |
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20 |
9 |
29 |
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| Printing |
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Printing; Local; Faculty/Staff |
7 |
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7 |
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Printing; Local; Student |
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3 |
3 |
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Printing; Network; Faculty/Staff |
7 |
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7 |
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Printing; Network; Student |
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1 |
1 |
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Printing; Unix; Color/Poster |
1 |
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1 |
| Printing
Count |
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15 |
4 |
19 |
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| Security |
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Security; Compromised |
16 |
49 |
65 |
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Security; Copyright |
3 |
56 |
59 |
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Security; Other |
1 |
1 |
2 |
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Security; Rogue DHCP |
2 |
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2 |
| Security
Count |
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22 |
106 |
128 |
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| Service
Interruption |
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Service Interruption; Central
System Problem |
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1 |
1 |
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Service Interruption;
Departmental Server |
1 |
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1 |
| Service
Interruption Count |
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1 |
1 |
2 |
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| Software |
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Qualtrics (Survey/Polls) |
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1 |
1 |
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Software; Database; Access |
1 |
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1 |
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Software; Other |
5 |
7 |
12 |
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Software; Presentation/Desktop
Publish.; Adobe Go-Live |
1 |
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1 |
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Software; Spreadsheets; Excel |
5 |
1 |
6 |
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Software; Stat/Math Applications;
Other Stat/Math Problems |
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2 |
2 |
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Software; Stat/Math Applications;
SAS |
1 |
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1 |
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Software; UD Thesis; MS Word |
1 |
16 |
17 |
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Software; UD Thesis; Word Perfect |
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1 |
1 |
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Software; Word
Processing/Editors; MS Word |
7 |
1 |
8 |
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Software; Word
Processing/Editors; Other |
2 |
1 |
3 |
| Software Count |
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23 |
30 |
53 |
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| TSC
Requests |
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TSC; Ethernet; Repair |
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3 |
3 |
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TSC; PPP; Repair |
1 |
1 |
2 |
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TSC; Special Request |
8 |
12 |
20 |
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TSC; Troubleshoot; Boot Problems |
1 |
17 |
18 |
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TSC; Troubleshoot; Hardware |
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9 |
9 |
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TSC; Troubleshoot; Operating
System |
5 |
9 |
14 |
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TSC; Troubleshoot; Software |
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6 |
6 |
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TSC; Troubleshoot; Spyware |
1 |
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1 |
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TSC; Virus Repair |
5 |
15 |
20 |
| TSC
Requests Count |
|
21 |
72 |
93 |
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| Using
UNIX |
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File Management; Disk Quota |
4 |
1 |
5 |
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Using Unix; Command syntax |
1 |
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1 |
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Using Unix; Other |
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1 |
1 |
| Using
UNIX Count |
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5 |
2 |
7 |
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| Web |
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Web (WWW); Web Pages;
Faculty/Staff |
7 |
1 |
8 |
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Web (WWW); Web Pages; Student |
1 |
6 |
7 |
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Web (WWW); Web Proxy |
1 |
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1 |
| Web
Count |
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9 |
7 |
16 |
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| Grand
Total |
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493 |
447 |
940 |
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