| IT
Help Center - April 2010 |
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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 |
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ProblemType |
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| Central Systems Access |
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Access; Activate; UNIX; Faculty/Staff |
8 |
1 |
9 |
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Access; Activate; UNIX; Student |
2 |
12 |
14 |
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Access; CAS Authentication |
2 |
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2 |
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Access; Inactive users |
12 |
27 |
39 |
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Access; Other |
6 |
2 |
8 |
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Access; Passwords; Other |
3 |
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3 |
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Access; Passwords; Unix |
9 |
3 |
12 |
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Access; PINS; Faculty/Staff |
4 |
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4 |
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Access; PINS; Student |
2 |
6 |
8 |
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Access; UD ID |
3 |
2 |
5 |
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Access; UDelNetID |
2 |
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2 |
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Access; UNIX |
1 |
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1 |
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Departmental Servers; Access |
9 |
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9 |
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Drupal; Access |
1 |
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1 |
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Exchange; Blackberry; Activation |
5 |
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5 |
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Exchange; New Account |
12 |
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12 |
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Exchange; Password Reset |
3 |
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3 |
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Learning; Sakai; Login |
5 |
1 |
6 |
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Sharepoint; New Account |
6 |
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6 |
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Software; Remedy; Access |
1 |
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1 |
| Central Systems Access Count |
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96 |
54 |
150 |
| Central Systems Software |
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Administrative Systems; Peoplesoft; UDSIS |
12 |
1 |
13 |
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Administrative Systems; Web; Web Forms |
29 |
2 |
31 |
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Documentation |
3 |
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3 |
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Software Distribution |
1 |
|
1 |
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Voice Mail; General Questions |
1 |
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1 |
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Web TT |
7 |
2 |
9 |
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webtt |
2 |
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2 |
| Central Systems Software Count |
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55 |
5 |
60 |
| Computing Systems |
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Departmental Servers; Other |
7 |
1 |
8 |
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Departmental Servers; Samba |
4 |
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4 |
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Desktop Systems; Complaints; Student |
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1 |
1 |
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Desktop Systems; CS&S; Pre-purchase |
2 |
2 |
4 |
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Desktop Systems; CS&S; Software assistance |
2 |
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2 |
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Desktop Systems; Maintenance; Faculty/Staff |
11 |
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11 |
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Desktop Systems; Maintenance; Student |
6 |
18 |
24 |
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Desktop Systems; Setup |
8 |
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8 |
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Desktop Systems; Use; Faculty/Staff |
50 |
1 |
51 |
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Desktop Systems; Use; Students |
2 |
22 |
24 |
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Virus; General Questions |
1 |
1 |
2 |
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Virus; Has Virus (port not off); Faculty/Staff |
12 |
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12 |
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Virus; Has Virus (port not off); Student |
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9 |
9 |
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Virus; Needs Software |
7 |
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7 |
| Computing Systems Count |
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112 |
55 |
167 |
| Connecting to UD |
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Connection; Ethernet; Faculty/Staff; Register |
2 |
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2 |
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Connection; Ethernet; Faculty/Staff; Troubleshoot |
17 |
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17 |
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Connection; Ethernet; Student; Register |
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3 |
3 |
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Connection; Ethernet; Student; Troubleshoot |
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7 |
7 |
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Connection; Guest Registration |
7 |
1 |
8 |
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Connection; IP; Duplicate |
2 |
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2 |
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Connection; IP; Troubleshoot |
2 |
1 |
3 |
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Connection; ISP; Faculty/Staff |
2 |
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2 |
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Connection; ISP; Student |
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1 |
1 |
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Connection; PPP; Faculty/Staff |
1 |
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1 |
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Connection; Software; FTP |
1 |
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1 |
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Connection; Software; SSH |
1 |
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1 |
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Connection; VPN |
3 |
2 |
5 |
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Connection; Wireless; Faculty/Staff |
5 |
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5 |
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Connection; Wireless; Router |
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3 |
3 |
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Connection; Wireless; Student |
2 |
15 |
17 |
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DCWO |
3 |
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3 |
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LAN; Student |
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1 |
1 |
| Connecting to UD Count |
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48 |
34 |
82 |
| CS&S Service Desk Requests |
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CS&S; Data Recovery; Non-Student |
2 |
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2 |
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CS&S; Data Recovery; Student |
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2 |
2 |
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CS&S; Diagnostics/Tuneup |
1 |
3 |
4 |
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CS&S; General |
4 |
15 |
19 |
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CS&S; Malware/Virus Repair |
7 |
60 |
67 |
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CS&S; Network Issues |
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2 |
2 |
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CS&S; Other/Unresolvable |
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3 |
3 |
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CS&S; Special Request |
2 |
1 |
3 |
| CS&S Service Desk Requests Count |
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16 |
86 |
102 |
| E-mail |
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E-Mail; DropBox |
5 |
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5 |
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E-Mail; General; Forward command |
5 |
3 |
8 |
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E-Mail; General; INBOX recover messages |
1 |
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1 |
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E-Mail; General; Vacation message |
1 |
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1 |
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E-Mail; MAC OS X; Faculty/Staff |
7 |
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7 |
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E-Mail; MAC OS X; Student |
1 |
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1 |
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E-Mail; Mail Lists; Bulk Tickets |
1 |
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1 |
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E-Mail; Mail Lists; General |
6 |
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6 |
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E-Mail; Mail Lists; Lists |
9 |
1 |
10 |
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E-Mail; Mail Lists; PO Box |
15 |
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15 |
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E-Mail; Mail Lists; Shared Mailbox |
4 |
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4 |
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E-Mail; Mirapoint; Faculty/Staff |
6 |
1 |
7 |
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E-Mail; Mirapoint; Student |
1 |
1 |
2 |
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E-Mail; Other |
16 |
2 |
18 |
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E-Mail; Outlook Express; Faculty/Staff |
2 |
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2 |
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E-Mail; Outlook; Faculty/Staff |
5 |
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5 |
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E-Mail; Outlook; Student |
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2 |
2 |
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E-Mail; Quota |
13 |
3 |
16 |
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E-Mail; Spam filtering |
13 |
3 |
16 |
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E-Mail; Thunderbird; Faculty/Staff |
12 |
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12 |
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E-Mail; Webmail; Faculty/Staff |
4 |
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4 |
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Exchange; Blackberry; Help |
10 |
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10 |
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Exchange; General Help |
25 |
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25 |
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Exchange; Outlook |
8 |
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8 |
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Exchange; Public Folder |
3 |
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3 |
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Exchange; Quota |
7 |
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7 |
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Exchange; Shared Mailbox |
4 |
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4 |
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File Management; Disk Quota |
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1 |
1 |
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Google |
22 |
90 |
112 |
| E-mail Count |
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206 |
107 |
313 |
| General Information |
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Computing Sites |
1 |
3 |
4 |
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General; General Questions |
24 |
5 |
29 |
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General; New Student Questions |
6 |
5 |
11 |
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Library |
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2 |
2 |
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Other |
44 |
2 |
46 |
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Telephone; Cellular Wireless |
30 |
1 |
31 |
| General Information Count |
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105 |
18 |
123 |
| Learning Systems |
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Instructional Technology; Multimedia |
1 |
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1 |
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Learning; MyCourses; Other |
1 |
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1 |
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Learning; Sakai; Comments |
1 |
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1 |
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Learning; Sakai; Other |
40 |
23 |
63 |
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Test Scoring, Freq. Scanning |
3 |
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3 |
| Learning Systems Count |
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46 |
23 |
69 |
| Printing |
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Printing; Local; Faculty/Staff |
5 |
2 |
7 |
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Printing; Local; Student |
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4 |
4 |
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Printing; Network; Faculty/Staff |
7 |
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7 |
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Printing; Unix; Color/Poster |
1 |
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1 |
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Printing; VendPrint |
3 |
1 |
4 |
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Scanning |
1 |
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1 |
| Printing Count |
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17 |
7 |
24 |
| Security |
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Security; Compromised |
13 |
27 |
40 |
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Security; Copyright |
3 |
40 |
43 |
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Security; Other |
7 |
1 |
8 |
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Security; Rogue DHCP |
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2 |
2 |
| Security Count |
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23 |
70 |
93 |
| Service Interruption |
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Service Interruption; Central System Outage |
1 |
2 |
3 |
| Service Interruption Count |
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1 |
2 |
3 |
| Software |
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Qualtrics (Survey/Polls) |
1 |
|
1 |
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Sharepoint; Help |
6 |
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6 |
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Sharepoint; New Site |
1 |
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1 |
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Software; Database; Access |
1 |
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1 |
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Software; Database; Other |
1 |
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1 |
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Software; Office |
4 |
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4 |
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Software; Other |
4 |
3 |
7 |
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Software; Presentation/Desktop Publish.; Other |
1 |
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1 |
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Software; Presentation/Desktop Publish.; Powerpoint |
2 |
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2 |
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Software; Programming Languages |
1 |
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1 |
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Software; Spreadsheets; Excel |
6 |
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6 |
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Software; Stat/Math Applications; Matlab |
3 |
2 |
5 |
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Software; Stat/Math Applications; Other Stat/Math Problems |
8 |
1 |
9 |
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Software; Stat/Math Applications; SAS |
2 |
1 |
3 |
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Software; UD Thesis; MS Word |
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8 |
8 |
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Software; Word Processing/Editors; MS Word |
8 |
2 |
10 |
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Software; Word Processing/Editors; Other |
3 |
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3 |
| Software Count |
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52 |
17 |
69 |
| Using UNIX |
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Using Unix; Command syntax |
1 |
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1 |
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Using Unix; Other |
1 |
2 |
3 |
| Using UNIX Count |
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2 |
2 |
4 |
| Web |
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Drupal; Dev to Prod/Prod to Dev |
4 |
|
4 |
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Drupal; New Site |
3 |
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3 |
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Drupal; Support |
3 |
2 |
5 |
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Web (WWW); Web Pages; Faculty/Staff; UD Calendar |
1 |
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1 |
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Web (WWW); Web Pages; Faculty/Staff; Web Page |
15 |
2 |
17 |
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Web (WWW); Web Pages; Student; Web Page |
|
6 |
6 |
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Web (WWW); Web Proxy |
|
1 |
1 |
| Web Count |
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26 |
11 |
37 |
| Grand
Total |
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805 |
491 |
1296 |
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