IT Help Center - August 2005
All Reported Problems
Count of Ticket#		Classification2	Classification
		Faculty-Staff-all other	Students-Parents	Grand Total
ProblemType2	ProblemType
Central Systems Access
	Access; Activate; MVS	5		5
	Access; Activate; UNIX; Faculty/Staff	7	3	10
	Access; Activate; UNIX; Student	4	52	56
	Access; CAS Authentication	3		3
	Access; Change of Owner	2		2
	Access; Inactive users	1	7	8
	Access; Passwords; MVS	12		12
	Access; Passwords; Other	1		1
	Access; Passwords; Unix	5	20	25
	Access; PINS; Faculty/Staff	2		2
	Access; PINS; Student		10	10
	Access; Register username	1		1
	Access; Username	10	34	44
	Learning; MyCourses; Login	1	12	13
	Learning; WebCT; Login	1	8	9
	Software; Calendar Server (SunOne); Access	2		2
	Software; Remedy; Access	4		4
	Voice Mail; Resets/Reinitialize; Faculty/Staff	4	2	6
	Voice Mail; Resets/Reinitialize; Student		1	1
Central Systems Access Count		65	149	214
Central Systems Software
	Administrative Systems; Payroll/Personnel; Personnel Records	1		1
	Administrative Systems; Reporting; Cognos	1		1
	Administrative Systems; Reporting; Data Warehousing	1		1
	Administrative Systems; SIS; SIS+		7	7
	Administrative Systems; SIS; Student Records (100-199)	3	1	4
	Administrative Systems; Web; Portal		1	1
	Administrative Systems; Web; Web Forms	26	2	28
	Documentation	4		4
	EZFORMS	1		1
	HR; Database Down	1		1
	Peoplesoft; Financials	2		2
	Software Distribution	2		2
	Software; Remedy; Changes	6		6
	Voice Mail; General Questions	7	1	8
Central Systems Software Count		55	12	67
Connecting to UD
	Connection; Ethernet; Faculty/Staff	23	2	25
	Connection; Ethernet; Student; MoveIn		181	181
	Connection; Ethernet; Student; Troubleshoot		239	239
	Connection; ISP; Faculty/Staff	1		1
	Connection; ISP; Student		3	3
	Connection; PPP; Faculty/Staff	10	1	11
	Connection; PPP; Student	1	15	16
	Connection; Software; FTP	1		1
	Connection; Software; SSH	2	1	3
	Connection; Software; Telnet		1	1
	Connection; VPN	3		3
	Connection; Wireless; Faculty/Staff	4	1	5
	Connection; Wireless; Student		7	7
	DCWO	1		1
Connecting to UD Count		46	451	497
Desktop Systems
	Desktop Systems; Maintenance; Faculty/Staff	1	1	2
	Desktop Systems; Maintenance; Student		5	5
	Desktop Systems; Setup	13	1	14
	Desktop Systems; TSC; Pre-purchase	2	3	5
	Desktop Systems; TSC; Software assistance		8	8
	Desktop Systems; Use; Faculty/Staff	100	4	104
	Desktop Systems; Use; Students		55	55
	LAN; Faculty/Staff	3		3
	Virus; General Questions	1	6	7
	Virus; Has Virus (port not off); Faculty/Staff	3		3
	Virus; Has Virus (port not off); Student		10	10
	Virus; Needs Software	6	20	26
Desktop Systems Count		129	113	242
E-mail
	E-Mail; General; Forward command	2	5	7
	E-Mail; General; INBOX recover	2		2
	E-Mail; General; INBOX too large	1		1
	E-Mail; General; Mail lists	11	4	15
	E-Mail; General; Vacation message	4		4
	E-Mail; MAC OS X; Faculty/Staff	7		7
	E-Mail; MAC OS X; Student		1	1
	E-Mail; Messenger; General (how to use)	6		6
	E-Mail; Mirapoint; Faculty/Staff	31		31
	E-Mail; Mirapoint; Student		2	2
	E-Mail; Mozilla; Faculty/Staff	29		29
	E-Mail; Other	22	18	40
	E-Mail; Outlook Express; Faculty/Staff	2		2
	E-Mail; Outlook Express; Students		3	3
	E-Mail; Outlook; Faculty/Staff	10		10
	E-Mail; Outlook; Student		3	3
	E-Mail; Spam filtering	4	2	6
	E-Mail; Webmail	4	7	11
E-mail Count		135	45	180
General Information
	Other	24	19	43
	Telephone; General; Information (x2000)		6	6
	Telephone; General; Telephone Services	2	4	6
	Telephone; General; Wrong number	3		3
General Information Count		29	29	58
Learning Systems
	Instructional Technology; Classroom Setup	1		1
	Instructional Technology; Video streaming	1		1
	Learning; MyCourses; Other	67	15	82
	Learning; WebCT; OHS		1	1
	Learning; WebCT; Other	45	6	51
Learning Systems Count		114	22	136
Printing
	Printing; Local; Faculty/Staff	12		12
	Printing; Local; Student		4	4
	Printing; RJE	7		7
	Printing; VendPrint	1		1
	Scanning	1		1
Printing Count		21	4	25
Security
	Security; Compromised	18	26	44
	Security; Other	2		2
	Security; PNPI	8		8
	Security; Rogue DHCP	4	31	35
Security Count		32	57	89
Service Interruption
	Service Interruption; Central System Problem	14	2	16
	Service Interruption; Departmental Server	2		2
Service Interruption Count		16	2	18
Software
	Software; Calendar Server (SunOne); Usage	1		1
	Software; Database; Access	5		5
	Software; Database; SQL	1		1
	Software; Gradebook	1		1
	Software; Other	6	1	7
	Software; Presentation/Desktop Publish.; Dreamweaver	3		3
	Software; Presentation/Desktop Publish.; Other	1		1
	Software; Presentation/Desktop Publish.; Powerpoint	2		2
	Software; Spreadsheets; Excel	1		1
	Software; Stat/Math Applications; Matlab	1		1
	Software; Stat/Math Applications; S+		1	1
	Software; Stat/Math Applications; SPSS		1	1
	Software; UD Thesis; MS Word	1	3	4
	Software; UD Thesis; Tex, LaTex, AmsTex, emTex		1	1
	Software; Word Processing/Editors; MS Word	10	1	11
	Software; Word Processing/Editors; Other	1		1
	Software; Word Processing/Editors; Word Perfect	1		1
Software Count		35	8	43
TSC Requests
	TSC; Ethernet; New Setup		1	1
	TSC; PPP; New Setup	1	2	3
	TSC; PPP; Repair	4		4
	TSC; Special Request	12	9	21
	TSC; Troubleshoot; Boot Problems	4	7	11
	TSC; Troubleshoot; Operating System	1	1	2
	TSC; Troubleshoot; Software		2	2
	TSC; Troubleshoot; Spyware	2	2	4
	TSC; Virus Repair	3	15	18
TSC Requests Count		27	39	66
Using UNIX
	File Management; Disk Quota		5	5
	File Management; UNIX	1		1
	Using Unix; Command syntax	1		1
	Using Unix; Other		2	2
	Using Unix; Setup problems		2	2
Using UNIX Count		2	9	11
Web
	Web (WWW); Browsers; Faculty/Staff	3		3
	Web (WWW); Web Pages; Faculty/Staff	22	3	25
	Web (WWW); Web Pages; Student	3	5	8
	Web (WWW); Web Proxy	3	4	7
Web Count		31	12	43
Grand Total		737	952	1689