| IT
Help Center - August 2007 |
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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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|
|
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| |
Access; Activate; UNIX; Faculty/Staff |
31 |
1 |
32 |
| |
Access; Activate; UNIX; Student |
9 |
165 |
174 |
| |
Access; CAS Authentication |
2 |
6 |
8 |
| |
Access; Inactive users |
10 |
11 |
21 |
| |
Access; Passwords; MVS |
2 |
|
2 |
| |
Access; Passwords; Unix |
19 |
49 |
68 |
| |
Access; PINS; Faculty/Staff |
15 |
1 |
16 |
| |
Access; PINS; Student |
3 |
41 |
44 |
| |
Access; Register username |
|
1 |
1 |
| |
Access; UD ID |
4 |
15 |
19 |
| |
Access; UDelNetID |
7 |
5 |
12 |
| |
Learning; MyCourses; Login |
4 |
20 |
24 |
| |
Software; Calendar Server
(SunOne); Access |
8 |
|
8 |
| |
Software; Remedy; Access |
4 |
|
4 |
| |
Voice Mail; Resets/Reinitialize;
Faculty/Staff |
12 |
|
12 |
| Central
Systems Access Count |
|
130 |
315 |
445 |
| |
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| Central
Systems Software |
|
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Administrative Systems; Kiosks; 1
Kiosk Involved |
1 |
|
1 |
| |
Administrative Systems;
Peoplesoft; Financials |
1 |
1 |
2 |
| |
Administrative Systems;
Peoplesoft; HR |
1 |
|
1 |
| |
Administrative Systems;
Peoplesoft; UDSIS |
18 |
12 |
30 |
| |
Administrative Systems;
Reporting; Cognos |
2 |
|
2 |
| |
Administrative Systems;
Reporting; Data Warehousing |
1 |
|
1 |
| |
Administrative Systems; Web;
Public Safety |
|
1 |
1 |
| |
Administrative Systems; Web; Web
Forms |
20 |
1 |
21 |
| |
Documentation |
5 |
|
5 |
| |
Peoplesoft; Financials |
3 |
|
3 |
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Peoplesoft; HR |
3 |
|
3 |
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Peoplesoft; SIS |
18 |
23 |
41 |
| |
Software; Remedy; Changes |
4 |
|
4 |
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Voice Mail; General Questions |
6 |
5 |
11 |
| Central
Systems Software Count |
|
83 |
43 |
126 |
| |
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| Connecting
to UD |
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Connection; Ethernet;
Faculty/Staff |
26 |
2 |
28 |
| |
Connection; Ethernet; Student;
MoveIn |
|
3 |
3 |
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Connection; Ethernet; Student;
Troubleshoot |
1 |
367 |
368 |
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Connection; IP; Duplicate |
|
3 |
3 |
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Connection; IP; Release/Renew |
1 |
6 |
7 |
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Connection; IP; Troubleshoot |
5 |
5 |
10 |
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Connection; ISP; Faculty/Staff |
3 |
|
3 |
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Connection; ISP; Student |
|
1 |
1 |
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Connection; PPP; Faculty/Staff |
13 |
|
13 |
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Connection; PPP; Student |
|
5 |
5 |
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Connection; Software; Other |
|
1 |
1 |
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Connection; Software; SSH |
4 |
1 |
5 |
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Connection; VPN |
2 |
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2 |
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Connection; Wireless;
Faculty/Staff |
5 |
1 |
6 |
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Connection; Wireless; Student |
1 |
27 |
28 |
| |
DCWO |
1 |
3 |
4 |
| Connecting
to UD Count |
|
62 |
425 |
487 |
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| Desktop
Systems |
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Departmental Servers |
7 |
|
7 |
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Desktop Systems; Maintenance;
Faculty/Staff |
7 |
|
7 |
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Desktop Systems; Maintenance;
Student |
|
10 |
10 |
| |
Desktop Systems; Setup |
8 |
1 |
9 |
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Desktop Systems; TSC;
Pre-purchase |
1 |
7 |
8 |
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Desktop Systems; TSC; Software
assistance |
2 |
6 |
8 |
| |
Desktop Systems; Use;
Faculty/Staff |
46 |
9 |
55 |
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Desktop Systems; Use; Students |
1 |
42 |
43 |
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LAN; Faculty/Staff |
1 |
|
1 |
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Security; PNPI |
2 |
|
2 |
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Virus; General Questions |
3 |
10 |
13 |
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Virus; Has Virus (port not off);
Faculty/Staff |
4 |
1 |
5 |
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Virus; Has Virus (port not off);
Student |
1 |
10 |
11 |
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Virus; Needs Software |
1 |
33 |
34 |
| Desktop
Systems Count |
|
84 |
129 |
213 |
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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 |
3 |
6 |
9 |
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E-Mail; General; INBOX recover |
1 |
|
1 |
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E-Mail; General; INBOX recover
messages |
1 |
|
1 |
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E-Mail; General; Mail lists;
General |
6 |
2 |
8 |
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E-Mail; General; Mail lists; PO
Box |
56 |
11 |
67 |
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E-Mail; General; Vacation message |
2 |
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2 |
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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 |
|
3 |
3 |
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E-Mail; Mirapoint; Faculty/Staff |
3 |
1 |
4 |
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E-Mail; Mirapoint; Student |
1 |
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1 |
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E-Mail; Mozilla; Faculty/Staff |
6 |
1 |
7 |
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E-Mail; Mozilla; Student |
|
1 |
1 |
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E-Mail; Other |
32 |
18 |
50 |
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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 |
16 |
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16 |
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E-Mail; Outlook; Student |
|
4 |
4 |
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E-Mail; Pine |
1 |
|
1 |
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E-Mail; Quota |
7 |
2 |
9 |
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E-Mail; Spam filtering |
15 |
3 |
18 |
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E-Mail; Thunderbird |
4 |
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4 |
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E-Mail; Thunderbird;
Faculty/Staff |
1 |
|
1 |
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E-Mail; Webmail |
10 |
12 |
22 |
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E-Mail; Webmail; Faculty/Staff |
1 |
|
1 |
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E-Mail; Webmail; Student |
|
5 |
5 |
| E-mail
Count |
|
174 |
71 |
245 |
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| General
Information |
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Computing Sites |
1 |
1 |
2 |
| |
Library |
2 |
|
2 |
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Other |
26 |
41 |
67 |
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Telephone; Cellular Wireless |
15 |
|
15 |
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Telephone; General; Information
(x2000) |
1 |
|
1 |
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Telephone; General; Telephone
Services |
3 |
1 |
4 |
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Telephone; General; Wrong number |
3 |
|
3 |
| General
Information Count |
|
51 |
43 |
94 |
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| Learning
Systems |
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Instructional Technology;
Classroom Setup |
2 |
|
2 |
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Instructional Technology;
Multimedia |
1 |
|
1 |
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Learning; Clickers |
|
1 |
1 |
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Learning; MyCourses; OHS |
4 |
5 |
9 |
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Learning; MyCourses; Other |
57 |
31 |
88 |
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Learning; MyCoursesPlus; Other |
1 |
|
1 |
| Learning
Systems Count |
|
65 |
37 |
102 |
| |
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| Printing |
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Printing; Local; Faculty/Staff |
6 |
|
6 |
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Printing; Local; Student |
|
24 |
24 |
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Printing; Network; Faculty/Staff |
2 |
|
2 |
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Printing; RJE |
1 |
|
1 |
| Printing
Count |
|
9 |
24 |
33 |
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| Security |
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Security; Compromised |
10 |
16 |
26 |
| |
Security; Copyright |
1 |
5 |
6 |
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Security; Other |
1 |
1 |
2 |
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Security; Rogue DHCP |
5 |
12 |
17 |
| Security Count |
|
17 |
34 |
51 |
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| Service
Interruption |
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| |
Service Interruption; Central
System Problem |
8 |
|
8 |
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Service Interruption;
Departmental Server |
1 |
|
1 |
| Service
Interruption Count |
|
9 |
|
9 |
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| Software |
|
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Software; Calendar Server
(SunOne); Usage |
1 |
|
1 |
| |
Software; Other |
3 |
3 |
6 |
| |
Software; Presentation/Desktop
Publish.; Dreamweaver |
1 |
|
1 |
| |
Software; Spreadsheets; Excel |
1 |
1 |
2 |
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Software; Stat/Math Applications;
Maple |
1 |
1 |
2 |
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Software; Stat/Math Applications;
Mathematica |
2 |
|
2 |
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Software; Stat/Math Applications;
SAS |
1 |
1 |
2 |
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Software; UD Thesis; MS Word |
|
4 |
4 |
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Software; UD Thesis; Tex, LaTex,
AmsTex, emTex |
|
1 |
1 |
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Software; Word
Processing/Editors; MS Word |
6 |
2 |
8 |
| Software
Count |
|
16 |
13 |
29 |
| |
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| TSC
Requests |
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TSC; Ethernet; New Setup |
1 |
|
1 |
| |
TSC; PPP; New Setup |
1 |
|
1 |
| |
TSC; Special Request |
16 |
20 |
36 |
| |
TSC; Troubleshoot; Boot Problems |
6 |
5 |
11 |
| |
TSC; Troubleshoot; Hardware |
1 |
2 |
3 |
| |
TSC; Troubleshoot; Operating
System |
4 |
6 |
10 |
| |
TSC; Troubleshoot; Software |
1 |
6 |
7 |
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TSC; Troubleshoot; Spyware |
|
2 |
2 |
| |
TSC; Virus Repair |
11 |
9 |
20 |
| TSC
Requests Count |
|
41 |
50 |
91 |
| |
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| Using
UNIX |
|
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File Management; Disk Quota |
2 |
|
2 |
| |
File Management; UNIX |
1 |
|
1 |
| |
Using Unix; Other |
2 |
4 |
6 |
| |
Using Unix; Setup problems |
|
1 |
1 |
| Using
UNIX Count |
|
5 |
5 |
10 |
| |
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| Web |
|
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| |
Web (WWW); Browsers;
Faculty/Staff |
4 |
|
4 |
| |
Web (WWW); Browsers; Student |
|
4 |
4 |
| |
Web (WWW); Web Pages;
Faculty/Staff |
12 |
1 |
13 |
| |
Web (WWW); Web Pages; Student |
|
5 |
5 |
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Web (WWW); Web Proxy |
2 |
5 |
7 |
| Web
Count |
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18 |
15 |
33 |
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| Grand
Total |
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764 |
1204 |
1968 |
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