| IT
Help Center - August 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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|
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Access; Activate; UNIX; Faculty/Staff |
15 |
1 |
16 |
|
Access; Activate; UNIX; Student |
2 |
107 |
109 |
|
Access; CAS Authentication |
|
2 |
2 |
|
Access; Inactive users |
4 |
21 |
25 |
|
Access; Other |
6 |
3 |
9 |
|
Access; Out of funds |
|
1 |
1 |
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Access; Passwords; Other |
1 |
2 |
3 |
|
Access; Passwords; Unix |
15 |
32 |
47 |
|
Access; PINS; Faculty/Staff |
5 |
|
5 |
|
Access; PINS; Student |
13 |
32 |
45 |
|
Access; UD ID |
10 |
17 |
27 |
|
Access; UDelNetID |
6 |
16 |
22 |
|
Drupal; Access |
2 |
|
2 |
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Exchange; Blackberry; Activation |
7 |
|
7 |
|
Exchange; New Account |
15 |
|
15 |
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Exchange; Password Reset |
8 |
|
8 |
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Learning; Sakai; Login |
16 |
2 |
18 |
|
Sharepoint; New Account |
5 |
|
5 |
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Software; Remedy; Access |
2 |
|
2 |
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Voice Mail; Resets/Reinitialize; Faculty/Staff |
7 |
1 |
8 |
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Voice Mail; Resets/Reinitialize; Student |
|
5 |
5 |
| Central Systems
Access Count |
|
139 |
242 |
381 |
| Central Systems Software |
|
|
|
|
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Administrative Systems; Peoplesoft; Financials |
3 |
|
3 |
|
Administrative Systems; Peoplesoft; UDSIS |
17 |
17 |
34 |
|
Administrative Systems; Reporting; Cognos |
5 |
|
5 |
|
Administrative Systems; Web; Web Forms |
9 |
1 |
10 |
|
Documentation |
3 |
|
3 |
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Software Distribution |
3 |
|
3 |
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Software; Remedy; Changes |
6 |
|
6 |
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Voice Mail; General Questions |
3 |
|
3 |
| Central Systems
Software Count |
|
49 |
18 |
67 |
| Computing Systems |
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Departmental Servers; Access |
1 |
1 |
2 |
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Departmental Servers; Other |
15 |
2 |
17 |
|
Departmental Servers; Samba |
6 |
|
6 |
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Desktop Systems; Maintenance; Faculty/Staff |
2 |
2 |
4 |
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Desktop Systems; Maintenance; Student |
|
11 |
11 |
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Desktop Systems; Setup |
3 |
|
3 |
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Desktop Systems; TSC; Pre-purchase |
2 |
16 |
18 |
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Desktop Systems; TSC; Software assistance |
1 |
1 |
2 |
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Desktop Systems; Use; Faculty/Staff |
36 |
5 |
41 |
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Desktop Systems; Use; Students |
1 |
35 |
36 |
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Virus; General Questions |
7 |
7 |
14 |
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Virus; Has Virus (port not off); Faculty/Staff |
8 |
2 |
10 |
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Virus; Has Virus (port not off); Student |
|
10 |
10 |
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Virus; Needs Software |
|
9 |
9 |
| Computing Systems
Count |
|
82 |
101 |
183 |
| Connecting to UD |
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Connection; Ethernet; Faculty/Staff; Register |
4 |
1 |
5 |
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Connection; Ethernet; Faculty/Staff; Troubleshoot |
7 |
2 |
9 |
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Connection; Ethernet; Student; Register |
1 |
42 |
43 |
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Connection; Ethernet; Student; Troubleshoot |
4 |
213 |
217 |
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Connection; Guest Registration |
6 |
|
6 |
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Connection; IP; Duplicate |
|
7 |
7 |
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Connection; IP; Troubleshoot |
5 |
|
5 |
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Connection; ISP; Faculty/Staff |
1 |
|
1 |
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Connection; PPP; Faculty/Staff |
5 |
|
5 |
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Connection; Software; Other |
1 |
1 |
2 |
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Connection; VPN |
2 |
5 |
7 |
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Connection; Wireless; Faculty/Staff |
4 |
1 |
5 |
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Connection; Wireless; Student |
1 |
48 |
49 |
|
DCWO |
|
5 |
5 |
| Connecting to UD
Count |
|
41 |
325 |
366 |
| CS&S Computer Service |
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CS&S; Ethernet; Repair |
|
1 |
1 |
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TSC; Ethernet; Repair |
4 |
2 |
6 |
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TSC; PPP; Repair |
2 |
|
2 |
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TSC; Special Request |
8 |
11 |
19 |
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TSC; Troubleshoot; Boot Problems |
2 |
8 |
10 |
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TSC; Troubleshoot; Hardware |
3 |
4 |
7 |
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TSC; Troubleshoot; Operating System |
|
1 |
1 |
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TSC; Troubleshoot; Software |
3 |
5 |
8 |
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TSC; Virus Repair |
5 |
11 |
16 |
| CS&S Computer
Service Count |
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27 |
43 |
70 |
| E-mail |
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E-Mail; DropBox |
5 |
|
5 |
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E-Mail; General; Forward command |
1 |
5 |
6 |
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E-Mail; General; INBOX recover messages |
2 |
1 |
3 |
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E-Mail; MAC OS X; Faculty/Staff |
7 |
2 |
9 |
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E-Mail; MAC OS X; Student |
1 |
1 |
2 |
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E-Mail; Mail Lists; General |
11 |
|
11 |
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E-Mail; Mail Lists; Lists |
16 |
3 |
19 |
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E-Mail; Mail Lists; PO Box |
23 |
7 |
30 |
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E-Mail; Mail Lists; Shared Mailbox |
2 |
2 |
4 |
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E-Mail; Mirapoint; Faculty/Staff |
3 |
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3 |
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E-Mail; Mirapoint; Student |
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4 |
4 |
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E-Mail; Mozilla; Faculty/Staff |
2 |
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2 |
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E-Mail; Other |
10 |
21 |
31 |
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E-Mail; Outlook Express; Faculty/Staff |
3 |
|
3 |
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E-Mail; Outlook Express; Students |
|
1 |
1 |
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E-Mail; Outlook; Faculty/Staff |
9 |
|
9 |
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E-Mail; Outlook; Student |
|
3 |
3 |
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E-Mail; Pine |
1 |
|
1 |
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E-Mail; Quota |
11 |
6 |
17 |
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E-Mail; Spam filtering |
1 |
4 |
5 |
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E-Mail; Thunderbird; Faculty/Staff |
7 |
3 |
10 |
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E-Mail; Webmail; Faculty/Staff |
6 |
|
6 |
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E-Mail; Webmail; Student |
|
7 |
7 |
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Exchange; Blackberry; Help |
3 |
|
3 |
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Exchange; General Help |
26 |
2 |
28 |
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Exchange; Outlook |
6 |
1 |
7 |
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Exchange; Quota |
4 |
1 |
5 |
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Exchange; Shared Mailbox |
4 |
|
4 |
| E-mail Count |
|
164 |
74 |
238 |
| General Information |
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Computing Sites |
2 |
|
2 |
|
General; General Questions |
4 |
7 |
11 |
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General; New Student Questions |
|
22 |
22 |
|
Library |
1 |
|
1 |
|
Other |
29 |
37 |
66 |
|
Telephone; Cellular Wireless |
47 |
3 |
50 |
| General
Information Count |
|
83 |
69 |
152 |
| Learning Systems |
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Instructional Technology; Audio/Visual Equip fail (UMS) |
1 |
|
1 |
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Instructional Technology; Classroom Setup |
1 |
|
1 |
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Learning; MyCourses; Other |
8 |
2 |
10 |
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Learning; Sakai; Comments |
6 |
|
6 |
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Learning; Sakai; Other |
83 |
13 |
96 |
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Learning; Sakai; Projects |
1 |
|
1 |
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Learning; User Services, self-paced mods |
3 |
|
3 |
| Learning Systems
Count |
|
103 |
15 |
118 |
| Printing |
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Printing; Local; Faculty/Staff |
3 |
|
3 |
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Printing; Local; Student |
|
18 |
18 |
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Printing; Network; Faculty/Staff |
3 |
|
3 |
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Printing; Unix; Color/Poster |
|
2 |
2 |
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Printing; VendPrint |
2 |
|
2 |
| Printing Count |
|
8 |
20 |
28 |
| Security |
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Security; Compromised |
11 |
11 |
22 |
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Security; Copyright |
2 |
3 |
5 |
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Security; Other |
5 |
1 |
6 |
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Security; Rogue DHCP |
2 |
7 |
9 |
| Security Count |
|
20 |
22 |
42 |
| Service Interruption |
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Service Interruption; Central System Problem |
2 |
|
2 |
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Service Interruption; Departmental Server |
1 |
|
1 |
| Service
Interruption Count |
|
3 |
|
3 |
| Software |
|
|
|
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Sharepoint; Help |
5 |
1 |
6 |
|
Sharepoint; New Site |
2 |
|
2 |
|
Software; Database; Access |
3 |
|
3 |
|
Software; Database; Other |
1 |
|
1 |
|
Software; Office |
1 |
3 |
4 |
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Software; Other |
6 |
3 |
9 |
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Software; Presentation/Desktop Publish.; Other |
1 |
|
1 |
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Software; Presentation/Desktop Publish.; Powerpoint |
1 |
|
1 |
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Software; Programming Languages |
|
1 |
1 |
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Software; Spreadsheets; Excel |
|
1 |
1 |
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Software; Stat/Math Applications; Matlab |
2 |
|
2 |
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Software; Stat/Math Applications; Minitab |
|
1 |
1 |
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Software; Stat/Math Applications; Other Stat/Math Problems |
6 |
1 |
7 |
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Software; Stat/Math Applications; SPSS |
2 |
|
2 |
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Software; UD Thesis; MS Word |
|
4 |
4 |
|
Software; Word Processing/Editors; MS Word |
10 |
2 |
12 |
| Software Count |
|
40 |
17 |
57 |
| Using UNIX |
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File Management; Disk Quota |
1 |
|
1 |
|
Using Unix; Command syntax |
1 |
|
1 |
|
Using Unix; Other |
2 |
|
2 |
| Using UNIX Count |
|
4 |
|
4 |
| Web |
|
|
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Drupal; Dev to Prod/Prod to Dev |
1 |
|
1 |
|
Drupal; New Site |
7 |
1 |
8 |
|
Drupal; Support |
7 |
1 |
8 |
|
Web (WWW); Administrative Forms |
2 |
|
2 |
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Web (WWW); Browsers; Faculty/Staff |
3 |
|
3 |
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Web (WWW); Web Pages; Faculty/Staff; UD Calendar |
|
1 |
1 |
|
Web (WWW); Web Pages; Faculty/Staff; Web Page |
13 |
1 |
14 |
|
Web (WWW); Web Pages; Student; Web Page |
1 |
6 |
7 |
| Web Count |
|
34 |
10 |
44 |
| Grand
Total |
|
797 |
956 |
1753 |
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