| IT Help Center - December 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 |
4 |
1 |
5 |
|
Access; Activate; UNIX;
Student |
1 |
4 |
5 |
|
Access; CAS
Authentication |
4 |
|
4 |
|
Access; Inactive users |
7 |
15 |
22 |
|
Access; Other |
2 |
2 |
4 |
|
Access; Out of funds |
|
1 |
1 |
|
Access; Passwords;
Other |
4 |
|
4 |
|
Access; Passwords; Unix |
4 |
3 |
7 |
|
Access; PINS;
Faculty/Staff |
5 |
1 |
6 |
|
Access; PINS; Student |
|
8 |
8 |
|
Access; UD ID |
2 |
3 |
5 |
|
Access; UDelNetID |
3 |
|
3 |
|
Departmental Servers;
Access |
5 |
|
5 |
|
Drupal; Access |
1 |
1 |
2 |
|
Exchange; Blackberry;
Activation |
5 |
2 |
7 |
|
Exchange; New Account |
15 |
1 |
16 |
|
Exchange; Password
Reset |
2 |
1 |
3 |
|
Learning; Sakai; Login |
3 |
3 |
6 |
|
Sharepoint; New Account |
4 |
1 |
5 |
|
Software; Calendar
Server (SunOne); Access |
1 |
|
1 |
|
Software; Remedy;
Access |
1 |
|
1 |
|
Voice Mail;
Resets/Reinitialize; Faculty/Staff |
2 |
|
2 |
| Central Systems
Access Count |
|
75 |
47 |
122 |
| Central Systems Software |
|
|
|
|
|
Administrative Systems;
Peoplesoft; Financials |
1 |
1 |
2 |
|
Administrative Systems;
Peoplesoft; HR |
1 |
|
1 |
|
Administrative Systems;
Peoplesoft; UDSIS |
18 |
21 |
39 |
|
Administrative Systems;
Reporting; Cognos |
2 |
|
2 |
|
Administrative Systems;
Web; Web Forms |
24 |
3 |
27 |
|
Documentation |
2 |
|
2 |
|
Software Distribution |
3 |
3 |
6 |
|
Software; Remedy;
Changes |
3 |
|
3 |
|
Voice Mail; General
Questions |
1 |
1 |
2 |
| Central Systems
Software Count |
|
55 |
29 |
84 |
| Computing Systems |
|
|
|
|
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Departmental Servers;
Other |
6 |
|
6 |
|
Desktop Systems;
Complaints; Faculty/Staff |
1 |
|
1 |
|
Desktop Systems;
CS&S; Pre-purchase |
2 |
1 |
3 |
|
Desktop Systems;
CS&S; Software assistance |
|
1 |
1 |
|
Desktop Systems;
Maintenance; Faculty/Staff |
4 |
|
4 |
|
Desktop Systems;
Maintenance; Student |
|
10 |
10 |
|
Desktop Systems; Setup |
3 |
|
3 |
|
Desktop Systems; Use;
Faculty/Staff |
46 |
2 |
48 |
|
Desktop Systems; Use;
Students |
|
20 |
20 |
|
LAN; Faculty/Staff |
1 |
|
1 |
|
Virus; General
Questions |
1 |
1 |
2 |
|
Virus; Has Virus (port
not off); Faculty/Staff |
8 |
1 |
9 |
|
Virus; Has Virus (port
not off); Student |
|
19 |
19 |
|
Virus; Needs Software |
6 |
9 |
15 |
| Computing Systems
Count |
|
78 |
64 |
142 |
| Connecting to UD |
|
|
|
|
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Connection; Ethernet;
Faculty/Staff; activation |
2 |
|
2 |
|
Connection; Ethernet;
Faculty/Staff; Register |
5 |
|
5 |
|
Connection; Ethernet;
Faculty/Staff; Troubleshoot |
10 |
|
10 |
|
Connection; Ethernet;
Student; Register |
|
2 |
2 |
|
Connection; Ethernet;
Student; Troubleshoot |
|
8 |
8 |
|
Connection; Guest
Registration |
5 |
|
5 |
|
Connection; IP;
Duplicate |
2 |
|
2 |
|
Connection; IP;
Troubleshoot |
1 |
|
1 |
|
Connection; ISP;
Faculty/Staff |
1 |
|
1 |
|
Connection; PPP;
Faculty/Staff |
2 |
|
2 |
|
Connection; Software;
SSH |
|
1 |
1 |
|
Connection; VPN |
9 |
1 |
10 |
|
Connection; Wireless;
Faculty/Staff |
8 |
|
8 |
|
Connection; Wireless;
Router |
|
2 |
2 |
|
Connection; Wireless;
Student |
1 |
7 |
8 |
|
DCWO |
1 |
|
1 |
|
Remote desktop
Connection |
1 |
|
1 |
| Connecting to UD
Count |
|
48 |
21 |
69 |
| CS&S Service Desk Requests |
|
|
|
|
|
CS&S; Data
Recovery; Non-Student |
1 |
|
1 |
|
CS&S; Data
Recovery; Student |
|
3 |
3 |
|
CS&S;
Diagnostics/Tuneup |
2 |
4 |
6 |
|
CS&S; General |
4 |
6 |
10 |
|
CS&S; Malware/Virus
Repair |
4 |
17 |
21 |
|
CS&S; Network
Issues |
1 |
1 |
2 |
|
CS&S;
Other/Unresolvable |
|
2 |
2 |
| CS&S Service
Desk Requests Count |
|
12 |
33 |
45 |
| E-mail |
|
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E-Mail; DropBox |
5 |
|
5 |
|
E-Mail; General;
Forward command |
1 |
2 |
3 |
|
E-Mail; General; INBOX
recover messages |
|
1 |
1 |
|
E-Mail; MAC OS X;
Faculty/Staff |
3 |
|
3 |
|
E-Mail; MAC OS X;
Student |
|
1 |
1 |
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E-Mail; Mail Lists;
General |
2 |
1 |
3 |
|
E-Mail; Mail Lists;
Lists |
2 |
|
2 |
|
E-Mail; Mail Lists; PO
Box |
8 |
1 |
9 |
|
E-Mail; Mail Lists;
Shared Mailbox |
4 |
|
4 |
|
E-Mail; Mirapoint;
Faculty/Staff |
2 |
|
2 |
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E-Mail; Mirapoint;
Student |
|
4 |
4 |
|
E-Mail; Other |
12 |
7 |
19 |
|
E-Mail; Outlook;
Faculty/Staff |
6 |
1 |
7 |
|
E-Mail; Outlook;
Student |
|
2 |
2 |
|
E-Mail; Quota |
12 |
10 |
22 |
|
E-Mail; Spam filtering |
5 |
3 |
8 |
|
E-Mail; Thunderbird;
Faculty/Staff |
4 |
|
4 |
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E-Mail; Webmail;
Faculty/Staff |
3 |
|
3 |
|
E-Mail; Webmail;
Student |
1 |
5 |
6 |
|
Exchange; Blackberry;
Help |
2 |
1 |
3 |
|
Exchange; General Help |
23 |
3 |
26 |
|
Exchange; Outlook |
8 |
|
8 |
|
Exchange; Public Folder |
4 |
|
4 |
|
Exchange; Quota |
6 |
|
6 |
|
Exchange; Shared
Mailbox |
2 |
1 |
3 |
|
Google |
21 |
70 |
91 |
| E-mail Count |
|
136 |
113 |
249 |
| General Information |
|
|
|
|
|
Computing Sites |
|
2 |
2 |
|
General; General
Questions |
2 |
3 |
5 |
|
General; New Student
Questions |
|
3 |
3 |
|
Other |
9 |
7 |
16 |
|
Telephone; Cellular
Wireless |
26 |
|
26 |
| General
Information Count |
|
37 |
15 |
52 |
| Learning Systems |
|
|
|
|
|
Instructional
Technology; Multimedia |
2 |
|
2 |
|
Instructional
Technology; Video streaming |
1 |
|
1 |
|
Learning; MyCourses;
Other |
1 |
|
1 |
|
Learning; Sakai;
Comments |
2 |
|
2 |
|
Learning; Sakai; Other |
40 |
12 |
52 |
|
Learning; Sakai;
Projects |
1 |
|
1 |
|
Learning; User
Services, self-paced mods |
1 |
|
1 |
| Learning Systems
Count |
|
48 |
12 |
60 |
| Printing |
|
|
|
|
|
Printing; Local;
Faculty/Staff |
3 |
|
3 |
|
Printing; Local;
Student |
1 |
1 |
2 |
|
Printing; Network;
Faculty/Staff |
3 |
|
3 |
|
Printing; Unix;
Color/Poster |
1 |
|
1 |
|
Printing; VendPrint |
1 |
|
1 |
| Printing Count |
|
9 |
1 |
10 |
| Security |
|
|
|
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Security; Compromised |
10 |
18 |
28 |
|
Security; Copyright |
15 |
59 |
74 |
|
Security; Other |
|
3 |
3 |
|
Security; Rogue DHCP |
1 |
1 |
2 |
| Security Count |
|
26 |
81 |
107 |
| Service Interruption |
|
|
|
|
|
Service Interruption;
Central System Problem |
2 |
1 |
3 |
| Service
Interruption Count |
|
2 |
1 |
3 |
| Software |
|
|
|
|
|
Qualtrics
(Survey/Polls) |
1 |
|
1 |
|
Sharepoint; Help |
5 |
|
5 |
|
Sharepoint; New Site |
2 |
|
2 |
|
Software; Database;
Access |
2 |
|
2 |
|
Software; Database; SQL |
|
1 |
1 |
|
Software; Gradebook |
1 |
|
1 |
|
Software; Office |
4 |
1 |
5 |
|
Software; Other |
4 |
2 |
6 |
|
Software;
Presentation/Desktop Publish.; Dreamweaver |
1 |
|
1 |
|
Software;
Presentation/Desktop Publish.; Other |
1 |
|
1 |
|
Software;
Presentation/Desktop Publish.; Powerpoint |
|
1 |
1 |
|
Software; Programming
Languages |
|
1 |
1 |
|
Software; Spreadsheets;
Excel |
3 |
1 |
4 |
|
Software; Stat/Math
Applications; Mathematica |
|
1 |
1 |
|
Software; Stat/Math
Applications; Matlab |
1 |
2 |
3 |
|
Software; Stat/Math
Applications; Other Stat/Math Problems |
2 |
6 |
8 |
|
Software; UD Thesis; MS
Word |
|
1 |
1 |
|
Software; Word
Processing/Editors; MS Word |
3 |
1 |
4 |
| Software Count |
|
30 |
18 |
48 |
| Web |
|
|
|
|
|
Drupal; New Site |
1 |
|
1 |
|
Drupal; Support |
2 |
1 |
3 |
|
Web (WWW); Browsers;
Faculty/Staff |
3 |
|
3 |
|
Web (WWW); Web Pages;
Faculty/Staff; Web Page |
6 |
|
6 |
|
Web (WWW); Web Pages;
Student; Web Page |
|
2 |
2 |
| Web Count |
|
12 |
3 |
15 |
| Grand
Total |
|
568 |
438 |
1006 |
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