| IT
Help Center - February 2006 |
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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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93 |
167 |
260 |
| |
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| Central
Systems Software |
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Administrative Systems; FIS; Contracts & Grants |
1 |
|
1 |
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Administrative Systems; FIS; Grants Management |
1 |
|
1 |
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Administrative Systems; FIS; On-Line Reports |
1 |
|
1 |
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Administrative Systems; Kiosks; Several Kiosks Involved |
1 |
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1 |
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Administrative Systems; Reporting; Cognos |
1 |
|
1 |
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Administrative Systems; SIS; SIS+ |
2 |
8 |
10 |
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Administrative Systems; SIS; Student Records (100-199) |
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3 |
3 |
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Administrative Systems; Web; Portal |
|
1 |
1 |
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Administrative Systems; Web; Web Forms |
32 |
3 |
35 |
| |
Documentation |
2 |
|
2 |
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Peoplesoft; Financials |
4 |
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4 |
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Peoplesoft; HR |
1 |
|
1 |
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Peoplesoft; SIS |
2 |
|
2 |
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Software Distribution |
|
1 |
1 |
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Software; Remedy; Bugs |
2 |
|
2 |
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Software; Remedy; Changes |
2 |
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2 |
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Voice Mail; General Questions |
3 |
|
3 |
| Central
Systems Software Count |
55 |
16 |
71 |
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| Connecting
to UD |
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Connection; Ethernet; Faculty/Staff |
20 |
1 |
21 |
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Connection; Ethernet; Student; Troubleshoot |
1 |
139 |
140 |
| |
Connection; ISP; Faculty/Staff |
4 |
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4 |
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Connection; ISP; Student |
|
2 |
2 |
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Connection; PPP; Faculty/Staff |
6 |
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6 |
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Connection; PPP; Student |
1 |
2 |
3 |
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Connection; Software; FTP |
2 |
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2 |
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Connection; Software; Other |
2 |
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2 |
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Connection; Software; SSH |
1 |
1 |
2 |
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Connection; VPN |
9 |
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9 |
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Connection; Wireless; Faculty/Staff |
7 |
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7 |
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Connection; Wireless; Student |
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22 |
22 |
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DCWO |
2 |
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2 |
| Connecting
to UD Count |
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55 |
167 |
222 |
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| Desktop
Systems |
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Desktop Systems; Complaints; Student |
|
1 |
1 |
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Desktop Systems; Maintenance; Faculty/Staff |
7 |
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7 |
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Desktop Systems; Maintenance; Student |
1 |
7 |
8 |
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Desktop Systems; Setup |
12 |
1 |
13 |
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Desktop Systems; TSC; Pre-purchase |
3 |
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3 |
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Desktop Systems; TSC; Software assistance |
|
1 |
1 |
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Desktop Systems; Use; Faculty/Staff |
57 |
1 |
58 |
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Desktop Systems; Use; Students |
2 |
54 |
56 |
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Security; PNPI |
6 |
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6 |
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Virus; General Questions |
5 |
5 |
10 |
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Virus; Has Virus (port not off); Faculty/Staff |
3 |
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3 |
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Virus; Has Virus (port not off); Student |
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21 |
21 |
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Virus; Needs Software |
3 |
2 |
5 |
| Desktop
Systems Count |
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99 |
93 |
192 |
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| E-mail |
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E-Mail; General; Forward command |
2 |
3 |
5 |
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E-Mail; General; INBOX recover |
2 |
4 |
6 |
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E-Mail; General; Mail lists |
26 |
7 |
33 |
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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 |
7 |
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7 |
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E-Mail; MAC OS X; Student |
1 |
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1 |
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E-Mail; Messenger; Address books |
1 |
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1 |
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E-Mail; Messenger; General (how to use) |
1 |
1 |
2 |
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E-Mail; Mirapoint; Faculty/Staff |
4 |
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4 |
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E-Mail; Mirapoint; Student |
1 |
1 |
2 |
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E-Mail; Mozilla; Faculty/Staff |
21 |
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21 |
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E-Mail; Other |
33 |
6 |
39 |
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E-Mail; Outlook Express; Faculty/Staff |
7 |
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7 |
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E-Mail; Outlook Express; Students |
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4 |
4 |
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E-Mail; Outlook; Faculty/Staff |
8 |
1 |
9 |
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E-Mail; Outlook; Student |
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6 |
6 |
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E-Mail; Pine; Mail lock or corrupted inbox |
1 |
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1 |
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E-Mail; Spam filtering |
6 |
8 |
14 |
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E-Mail; Webmail |
19 |
4 |
23 |
| E-mail
Count |
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142 |
45 |
187 |
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| General
Information |
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Computing Sites |
1 |
4 |
5 |
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Other |
25 |
12 |
37 |
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Telephone; General; Information (x2000) |
3 |
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3 |
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Telephone; General; Telephone Services |
3 |
1 |
4 |
| General
Information Count |
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32 |
17 |
49 |
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| Learning
Systems |
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Instructional Technology; Classroom Setup |
2 |
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2 |
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Learning; MyCourses; Other |
84 |
36 |
120 |
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Test Scoring, Freq. Scanning |
2 |
1 |
3 |
| Learning
Systems Count |
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88 |
37 |
125 |
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| Printing |
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Printing; Local; Faculty/Staff |
13 |
2 |
15 |
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Printing; Local; Student |
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6 |
6 |
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Printing; RJE |
5 |
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5 |
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Printing; Unix; Color/Poster |
1 |
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1 |
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Printing; VendPrint |
1 |
2 |
3 |
| Printing
Count |
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20 |
10 |
30 |
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| Security |
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Security; Compromised |
35 |
53 |
88 |
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Security; Copyright |
1 |
19 |
20 |
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Security; Other |
3 |
3 |
6 |
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Security; Rogue DHCP |
1 |
13 |
14 |
| Security
Count |
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40 |
88 |
128 |
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| Service
Interruption |
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Service Interruption; Central System Outage |
2 |
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2 |
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Service Interruption; Central System Problem |
3 |
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3 |
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Service Interruption; Departmental Server |
2 |
|
2 |
| Service
Interruption Count |
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7 |
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7 |
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| Software |
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Software; Calendar Server (SunOne); Usage |
1 |
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1 |
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Software; Database; Access |
2 |
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2 |
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Software; Other |
2 |
3 |
5 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
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1 |
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Software; Presentation/Desktop Publish.; Other |
2 |
1 |
3 |
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Software; Presentation/Desktop Publish.; Powerpoint |
1 |
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1 |
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Software; Programming Languages |
1 |
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1 |
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Software; Spreadsheets; Excel |
1 |
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1 |
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Software; Stat/Math Applications; SAS |
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1 |
1 |
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Software; Stat/Math Applications; SPSS |
|
1 |
1 |
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Software; Word Processing/Editors; MS Word |
6 |
|
6 |
| Software
Count |
|
17 |
6 |
23 |
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| TSC
Requests |
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TSC; Ethernet; New Setup |
1 |
|
1 |
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TSC; Ethernet; Repair |
1 |
2 |
3 |
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TSC; PPP; New Setup |
1 |
|
1 |
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TSC; Special Request |
6 |
11 |
17 |
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TSC; Troubleshoot; Boot Problems |
4 |
9 |
13 |
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TSC; Troubleshoot; Hardware |
3 |
6 |
9 |
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TSC; Troubleshoot; Operating System |
4 |
6 |
10 |
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TSC; Troubleshoot; Software |
4 |
1 |
5 |
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TSC; Troubleshoot; Spyware |
1 |
3 |
4 |
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TSC; Virus Repair |
3 |
5 |
8 |
| TSC
Requests Count |
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28 |
43 |
71 |
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| Using
UNIX |
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File Management; Disk Quota |
1 |
5 |
6 |
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Using Unix; Command syntax |
|
1 |
1 |
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Using Unix; Other |
2 |
6 |
8 |
| Using
UNIX Count |
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3 |
12 |
15 |
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| Web |
|
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Web (WWW); Browsers; Faculty/Staff |
2 |
|
2 |
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Web (WWW); Browsers; Student |
|
2 |
2 |
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Web (WWW); Web Pages; Faculty/Staff |
20 |
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20 |
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Web (WWW); Web Pages; Student |
2 |
3 |
5 |
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Web (WWW); Web Proxy |
6 |
9 |
15 |
| Web
Count |
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30 |
14 |
44 |
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| Grand
Total |
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709 |
715 |
1424 |
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