| IT
Help Center - April 2009 |
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| All Reported Problems |
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| Count of Ticket# |
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Faculty-Staff-all
other |
Students-Parents |
Grand
Total |
| |
ProblemType |
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| Central Systems Access |
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Access; Activate; UNIX;
Faculty/Staff |
3 |
|
3 |
|
Access; Activate; UNIX;
Student |
2 |
9 |
11 |
|
Access; CAS
Authentication |
4 |
1 |
5 |
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Access; Change of Owner |
2 |
|
2 |
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Access; Inactive users |
5 |
23 |
28 |
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Access; Out of funds |
|
1 |
1 |
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Access; Passwords;
Other |
1 |
1 |
2 |
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Access; Passwords; Unix |
11 |
4 |
15 |
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Access; PINS;
Faculty/Staff |
9 |
|
9 |
|
Access; PINS; Student |
1 |
4 |
5 |
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Access; UD ID |
3 |
4 |
7 |
|
Access; UD#1 Card |
1 |
|
1 |
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Access; UDelNetID |
5 |
4 |
9 |
|
Drupal; Access |
1 |
|
1 |
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Drupal; New Site |
18 |
|
18 |
|
Learning; Sakai; Login |
7 |
|
7 |
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Sharepoint; New Account |
5 |
|
5 |
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Sharepoint; New Site |
6 |
|
6 |
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Software; Calendar
Server (SunOne); Access |
2 |
|
2 |
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Software; Remedy;
Access |
3 |
|
3 |
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Voice Mail;
Resets/Reinitialize; Faculty/Staff |
2 |
1 |
3 |
| Central Systems Access Count |
|
91 |
52 |
143 |
| Central Systems Software |
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Administrative Systems;
Peoplesoft; UDSIS |
6 |
12 |
18 |
|
Administrative Systems;
Reporting; Data Warehousing |
1 |
|
1 |
|
Administrative Systems;
Web; Web Forms |
12 |
2 |
14 |
|
Documentation |
3 |
|
3 |
|
Software Distribution |
|
1 |
1 |
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Voice Mail; General
Questions |
1 |
|
1 |
| Central Systems Software Count |
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23 |
15 |
38 |
| Computing Systems |
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Departmental Servers;
Other |
20 |
7 |
27 |
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Departmental Servers;
Samba |
6 |
|
6 |
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Desktop Systems;
Complaints; Student |
|
2 |
2 |
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Desktop Systems;
Maintenance; Faculty/Staff |
9 |
1 |
10 |
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Desktop Systems;
Maintenance; Student |
|
14 |
14 |
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Desktop Systems; TSC;
Pre-purchase |
|
3 |
3 |
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Desktop Systems; Use;
Faculty/Staff |
34 |
|
34 |
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Desktop Systems; Use;
Students |
2 |
28 |
30 |
|
Security; PNPI |
1 |
|
1 |
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Virus; General
Questions |
6 |
|
6 |
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Virus; Has Virus (port
not off); Faculty/Staff |
6 |
|
6 |
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Virus; Has Virus (port
not off); Student |
1 |
20 |
21 |
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Virus; Needs Software |
5 |
6 |
11 |
| Computing Systems Count |
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90 |
81 |
171 |
| Connecting to UD |
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Connection; Ethernet;
Faculty/Staff; Activation |
1 |
|
1 |
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Connection; Ethernet;
Faculty/Staff; Register |
3 |
|
3 |
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Connection; Ethernet;
Faculty/Staff; Troubleshoot |
20 |
2 |
22 |
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Connection; Ethernet;
Student; Register |
|
5 |
5 |
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Connection; Ethernet;
Student; Troubleshoot |
|
17 |
17 |
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Connection; Guest
Registration |
5 |
2 |
7 |
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Connection; IP;
Troubleshoot |
|
1 |
1 |
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Connection; ISP;
Student |
|
1 |
1 |
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Connection; PPP;
Faculty/Staff |
4 |
|
4 |
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Connection; PPP;
Student |
2 |
1 |
3 |
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Connection; Software;
FTP |
1 |
|
1 |
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Connection; Software;
Other |
1 |
|
1 |
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Connection; Software;
SSH |
2 |
|
2 |
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Connection; VPN |
5 |
2 |
7 |
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Connection; Wireless;
Faculty/Staff |
9 |
|
9 |
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Connection; Wireless;
Student |
1 |
16 |
17 |
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DCWO |
1 |
|
1 |
| Connecting to UD Count |
|
55 |
47 |
102 |
| E-mail |
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E-Mail; DropBox |
1 |
|
1 |
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E-Mail; General;
Forward command |
|
3 |
3 |
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E-Mail; General; INBOX
recover messages |
1 |
2 |
3 |
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E-Mail; General; INBOX
too large |
|
4 |
4 |
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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 |
1 |
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E-Mail; Mail Lists;
Bulk Tickets |
2 |
|
2 |
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E-Mail; Mail Lists;
General |
4 |
1 |
5 |
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E-Mail; Mail Lists;
Lists |
1 |
|
1 |
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E-Mail; Mail Lists;
Lists and Aliases |
9 |
4 |
13 |
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E-Mail; Mail Lists;
Lists PO Box |
21 |
10 |
31 |
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E-Mail; Mail Lists; PO
Box |
3 |
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3 |
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E-Mail; Mail Lists;
Shared Mailbox |
3 |
|
3 |
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E-Mail; Mirapoint;
Faculty/Staff |
7 |
1 |
8 |
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E-Mail; Other |
21 |
3 |
24 |
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E-Mail; Outlook
Express; Faculty/Staff |
1 |
|
1 |
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E-Mail; Outlook
Express; Students |
1 |
|
1 |
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E-Mail; Outlook;
Faculty/Staff |
10 |
1 |
11 |
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E-Mail; Outlook;
Student |
|
2 |
2 |
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E-Mail; Pine |
1 |
|
1 |
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E-Mail; Quota |
15 |
8 |
23 |
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E-Mail; Spam filtering |
2 |
|
2 |
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E-Mail; Thunderbird;
Faculty/Staff |
8 |
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8 |
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E-Mail; Webmail;
Faculty/Staff |
1 |
|
1 |
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E-Mail; Webmail;
Student |
|
7 |
7 |
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Exchange; Blackberry;
Activation |
3 |
|
3 |
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Exchange; Blackberry;
Help |
3 |
|
3 |
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Exchange; General Help |
9 |
1 |
10 |
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Exchange; New Account |
|
1 |
1 |
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Exchange; Outlook |
10 |
|
10 |
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Exchange; Password
Reset |
6 |
2 |
8 |
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Exchange; Quota |
8 |
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8 |
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Exchange; Shared
Mailbox |
3 |
|
3 |
| E-mail Count |
|
157 |
51 |
208 |
| General Information |
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Computing Sites |
1 |
2 |
3 |
|
General; General
Questions |
8 |
1 |
9 |
|
Library |
1 |
2 |
3 |
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Other |
29 |
15 |
44 |
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Telephone; Cellular
Wireless |
14 |
|
14 |
| General Information Count |
|
53 |
20 |
73 |
| Learning Systems |
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Instructional
Technology; Audio/Visual Equip fail (UMS) |
1 |
1 |
2 |
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Instructional
Technology; Classroom Setup |
1 |
|
1 |
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Learning; MyCourses;
Other |
2 |
1 |
3 |
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Learning; Sakai;
Comments |
6 |
|
6 |
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Learning; Sakai; Other |
26 |
11 |
37 |
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Learning; User
Services, self-paced mods |
5 |
|
5 |
| Learning Systems Count |
|
41 |
13 |
54 |
| Printing |
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Printing; Local;
Faculty/Staff |
3 |
|
3 |
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Printing; Local;
Student |
|
1 |
1 |
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Printing; Network;
Faculty/Staff |
5 |
|
5 |
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Printing; Unix;
Color/Poster |
2 |
|
2 |
| Printing Count |
|
10 |
1 |
11 |
| Security |
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Security; Compromised |
108 |
126 |
234 |
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Security; Copyright |
3 |
25 |
28 |
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Security; Other |
14 |
5 |
19 |
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Security; Rogue DHCP |
|
7 |
7 |
| Security Count |
|
125 |
163 |
288 |
| Service Interruption |
|
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Service Interruption;
Central System Outage |
1 |
|
1 |
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Service Interruption;
Central System Problem |
1 |
|
1 |
| Service Interruption Count |
|
2 |
|
2 |
| Software |
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Drupal; Support |
4 |
|
4 |
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Sharepoint; Help |
4 |
1 |
5 |
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Software; Database;
Access |
2 |
|
2 |
|
Software; Office |
1 |
|
1 |
|
Software; Other |
10 |
4 |
14 |
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Software;
Presentation/Desktop Publish.; Powerpoint |
1 |
|
1 |
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Software; Remedy;
Changes |
6 |
|
6 |
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Software; Spreadsheets;
Excel |
4 |
|
4 |
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Software; Stat/Math
Applications; Mathematica |
1 |
|
1 |
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Software; Stat/Math
Applications; Matlab |
2 |
|
2 |
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Software; Stat/Math
Applications; SAS |
|
1 |
1 |
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Software; Stat/Math
Applications; SPSS |
1 |
2 |
3 |
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Software; UD Thesis; MS
Word |
1 |
7 |
8 |
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Software; UD Thesis;
Word Perfect |
|
1 |
1 |
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Software; Word
Processing/Editors; MS Word |
10 |
3 |
13 |
| Software Count |
|
47 |
19 |
66 |
| TSC Requests |
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TSC; Ethernet; Repair |
|
1 |
1 |
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TSC; PPP; Repair |
1 |
1 |
2 |
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TSC; Special Request |
12 |
5 |
17 |
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TSC; Troubleshoot; Boot
Problems |
3 |
7 |
10 |
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TSC; Troubleshoot;
Hardware |
4 |
6 |
10 |
|
TSC; Troubleshoot;
Operating System |
2 |
9 |
11 |
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TSC; Troubleshoot;
Software |
8 |
8 |
16 |
|
TSC; Virus Repair |
6 |
32 |
38 |
| TSC Requests Count |
|
36 |
69 |
105 |
| Using UNIX |
|
|
|
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Using Unix; Command
syntax |
1 |
|
1 |
| Using UNIX Count |
|
1 |
|
1 |
| Web |
|
|
|
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Web (WWW); Web Pages;
Faculty/Staff; Google Search |
4 |
|
4 |
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Web (WWW); Web Pages;
Faculty/Staff; Web Page |
12 |
|
12 |
|
Web (WWW); Web Pages;
Student; Web Page |
2 |
6 |
8 |
| Web Count |
|
18 |
6 |
24 |
| Grand
Total |
|
749 |
537 |
1286 |
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