| IT Help Center - February 2004 |
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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 and 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; MVS |
2 |
|
2 |
| |
Access; Activate; UNIX; Faculty/Staff |
7 |
|
7 |
| |
Access; Activate; UNIX; Student |
1 |
41 |
42 |
| |
Access; Change of Owner |
1 |
|
1 |
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Access; Inactive users |
11 |
7 |
18 |
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Access; Out of funds |
2 |
|
2 |
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Access; Passwords; MVS |
13 |
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13 |
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Access; Passwords; Unix |
6 |
14 |
20 |
| |
Access; PINS; Faculty/Staff |
2 |
|
2 |
| |
Access; PINS; Student |
|
1 |
1 |
| |
Access; Username |
5 |
11 |
16 |
| |
Learning; WebCT; Login |
5 |
31 |
36 |
| |
Peoplesoft Financials; Logon |
3 |
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3 |
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Software; Remedy; Access |
4 |
|
4 |
| |
Voice Mail; Resets/Reinitialize; Faculty/Staff |
2 |
1 |
3 |
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Voice Mail; Resets/Reinitialize; Student |
|
5 |
5 |
| Central
Systems Access Total |
|
64 |
111 |
175 |
| |
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| Central
Systems Software |
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Administrative Systems; FIS; Facilities |
1 |
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1 |
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Administrative Systems; SIS; SIS+ |
1 |
4 |
5 |
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Administrative Systems; Web; Web Forms |
11 |
|
11 |
| |
Documentation |
2 |
|
2 |
| |
EZFORMS; Change of Grade |
1 |
|
1 |
| |
EZFORMS; Change of Major/Minor |
1 |
|
1 |
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EZFORMS; FAI (Request for Services) |
2 |
|
2 |
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EZFORMS; General |
3 |
|
3 |
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EZFORMS; JVs |
1 |
|
1 |
| |
HR; Other |
1 |
|
1 |
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Peoplesoft Financials; Using the System |
2 |
|
2 |
| |
Software Distribution |
1 |
1 |
2 |
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Software; Remedy; Changes |
1 |
|
1 |
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Voice Mail; General Questions |
6 |
2 |
8 |
| Central
Systems Software Total |
34 |
7 |
41 |
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| Connecting
to UD |
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Connection; Duplicate IP |
1 |
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1 |
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Connection; Ethernet; Faculty/Staff |
20 |
1 |
21 |
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Connection; Ethernet; Student; MoveIn |
1 |
1 |
2 |
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Connection; Ethernet; Student; Troubleshoot |
3 |
207 |
210 |
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Connection; ISP; Faculty/Staff |
2 |
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2 |
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Connection; ISP; Student |
|
2 |
2 |
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Connection; PPP; Faculty/Staff |
21 |
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21 |
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Connection; PPP; Student |
1 |
19 |
20 |
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Connection; Software; FTP |
2 |
1 |
3 |
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Connection; Software; Other |
2 |
3 |
5 |
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Connection; Software; SSH |
1 |
1 |
2 |
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Connection; Wireless; Faculty/Staff |
1 |
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1 |
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Connection; Wireless; Student |
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2 |
2 |
| Connecting
to UD Total |
|
55 |
237 |
292 |
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| Desktop
Systems |
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Desktop Systems; Maintenance; Faculty/Staff |
4 |
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4 |
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Desktop Systems; Maintenance; Student |
|
9 |
9 |
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Desktop Systems; Setup |
13 |
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13 |
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Desktop Systems; TSC; Pre-purchase |
1 |
|
1 |
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Desktop Systems; Use; Faculty/Staff |
87 |
1 |
88 |
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Desktop Systems; Use; Students |
1 |
73 |
74 |
| Desktop
Systems Total |
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106 |
83 |
189 |
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| E-mail |
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E-Mail; General; Forward command |
4 |
4 |
8 |
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E-Mail; General; INBOX recover |
3 |
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3 |
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E-Mail; General; INBOX too large |
3 |
5 |
8 |
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E-Mail; General; Mail lists |
6 |
1 |
7 |
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E-Mail; MAC OS X; Faculty/Staff |
7 |
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7 |
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E-Mail; Messenger; Address books |
3 |
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3 |
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E-Mail; Messenger; Delete messages |
6 |
1 |
7 |
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E-Mail; Messenger; General (how to use) |
34 |
2 |
36 |
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E-Mail; Messenger; Preferences |
5 |
1 |
6 |
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E-Mail; Other |
28 |
9 |
37 |
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E-Mail; Outlook Express; Faculty/Staff |
17 |
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17 |
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E-Mail; Outlook Express; Students |
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18 |
18 |
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E-Mail; Outlook; Faculty/Staff |
6 |
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6 |
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E-Mail; Outlook; Student |
|
1 |
1 |
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E-Mail; Pine; How To Use |
6 |
2 |
8 |
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E-Mail; Pine; Mail lock or corrupted inbox |
|
1 |
1 |
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E-Mail; Webmail |
10 |
5 |
15 |
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Newsgroups; Using |
1 |
1 |
2 |
| E-mail
Total |
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139 |
51 |
190 |
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| General
Information |
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Computing Sites |
1 |
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1 |
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Library |
|
1 |
1 |
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Other |
22 |
8 |
30 |
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Telephone; General; Information (x2000) |
1 |
|
1 |
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Telephone; General; Telephone Services |
1 |
2 |
3 |
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Telephone; General; Wrong number |
3 |
1 |
4 |
| General
Information Total |
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28 |
12 |
40 |
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| Learning
Systems |
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Instructional Technology; Classroom Setup |
1 |
|
1 |
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Learning; User Services, self-paced mods |
3 |
|
3 |
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Learning; WebCT; Other |
46 |
35 |
81 |
| Learning
Systems Total |
|
50 |
35 |
85 |
| |
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| Printing |
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Printing; Local; Faculty/Staff |
13 |
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13 |
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Printing; Local; Student |
1 |
8 |
9 |
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Printing; RJE |
11 |
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11 |
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Printing; VendPrint |
1 |
|
1 |
| Printing
Total |
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26 |
8 |
34 |
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| Security |
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Security; Copyright |
3 |
56 |
59 |
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Security; Hacking |
16 |
33 |
49 |
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Security; Other |
9 |
10 |
19 |
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Security; Spam; General |
4 |
4 |
8 |
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Security; Spam; Sending |
6 |
8 |
14 |
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Security; Virus; General Questions |
20 |
1 |
21 |
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Security; Virus; Has Virus; Faculty/Staff |
80 |
1 |
81 |
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Security; Virus; Has Virus; Student |
8 |
150 |
158 |
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Security; Virus; How to use software |
5 |
1 |
6 |
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Security; Virus; Needs software |
4 |
2 |
6 |
| Security
Total |
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155 |
266 |
421 |
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| Service
Interruption |
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Service Interruption; Central System Outage |
1 |
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1 |
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Service Interruption; Central System Problem |
8 |
1 |
9 |
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Service Interruption; Departmental Server |
2 |
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2 |
| Service
Interruption Total |
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11 |
1 |
12 |
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| Software |
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Software; Database; Access |
5 |
|
5 |
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Software; Database; Other |
1 |
|
1 |
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Software; Other |
11 |
2 |
13 |
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Software; Presentation/Desktop Publish.; Adobe Go-Live |
2 |
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2 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
2 |
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2 |
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Software; Presentation/Desktop Publish.; Powerpoint |
|
2 |
2 |
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Software; Spreadsheets; Excel |
4 |
|
4 |
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Software; Stat/Math Applications; Matlab |
2 |
1 |
3 |
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Software; Stat/Math Applications; Other Stat/Math
Problems |
1 |
|
1 |
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Software; Stat/Math Applications; SAS |
2 |
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2 |
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Software; Stat/Math Applications; SPSS |
|
1 |
1 |
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Software; UD Thesis; MS Word |
2 |
4 |
6 |
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Software; Word Processing/Editors; MS Word |
12 |
1 |
13 |
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Software; Word Processing/Editors; Other |
1 |
|
1 |
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Software; Word Processing/Editors; Word Perfect |
2 |
|
2 |
| Software
Total |
|
47 |
11 |
58 |
| |
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| TSC
Requests |
|
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TSC; Ethernet; New Setup |
|
4 |
4 |
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TSC; Ethernet; Repair |
|
16 |
16 |
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TSC; PPP; New Setup |
5 |
3 |
8 |
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TSC; PPP; Repair |
3 |
1 |
4 |
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TSC; Special Request |
5 |
5 |
10 |
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TSC; Troubleshoot; Boot Problems |
3 |
13 |
16 |
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TSC; Troubleshoot; Hardware |
2 |
4 |
6 |
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TSC; Troubleshoot; Operating System |
3 |
24 |
27 |
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TSC; Troubleshoot; Software |
10 |
20 |
30 |
| |
TSC; Virus Repair |
8 |
20 |
28 |
| TSC
Requests Total |
|
39 |
110 |
149 |
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| Using
UNIX |
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File Management; Disk Quota |
12 |
3 |
15 |
| |
File Management; UNIX |
6 |
|
6 |
| |
Using Unix; Command syntax |
6 |
2 |
8 |
| |
Using Unix; Other |
6 |
|
6 |
| Using
UNIX Total |
|
30 |
5 |
35 |
| |
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| Web |
|
|
|
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Web (WWW); Browsers; Faculty/Staff |
15 |
|
15 |
| |
Web (WWW); Browsers; Student |
|
4 |
4 |
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Web (WWW); Web Pages; Faculty/Staff |
16 |
2 |
18 |
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Web (WWW); Web Pages; Student |
2 |
12 |
14 |
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Web (WWW); Web Proxy |
6 |
11 |
17 |
| Web
Total |
|
39 |
29 |
68 |
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| Grand
Total |
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823 |
966 |
1789 |
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