| IT
Help Center - February 2010 |
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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 |
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ProblemType |
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| Central Systems Access |
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Access; Activate; UNIX;
Faculty/Staff |
9 |
|
9 |
|
Access; Activate;
UNIX; Student |
3 |
60 |
63 |
|
Access; CAS
Authentication |
3 |
2 |
5 |
|
Access; Change of
Owner |
1 |
|
1 |
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Access; Inactive users |
6 |
18 |
24 |
|
Access; Other |
1 |
6 |
7 |
|
Access; Passwords;
Other |
1 |
5 |
6 |
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Access; Passwords;
Unix |
13 |
20 |
33 |
|
Access; PINS;
Faculty/Staff |
2 |
2 |
4 |
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Access; PINS; Student |
4 |
17 |
21 |
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Access; UD ID |
12 |
8 |
20 |
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Access; UDelNetID |
5 |
7 |
12 |
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Access; UNIX |
|
2 |
2 |
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Departmental Servers;
Access |
9 |
1 |
10 |
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Drupal; Access |
3 |
|
3 |
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Exchange; Blackberry;
Activation |
4 |
|
4 |
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Exchange; New Account |
7 |
1 |
8 |
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Exchange; Password
Reset |
3 |
|
3 |
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Learning; Sakai; Login |
12 |
25 |
37 |
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Sharepoint; New
Account |
5 |
|
5 |
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Voice Mail;
Resets/Reinitialize; Faculty/Staff |
4 |
|
4 |
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Voice Mail;
Resets/Reinitialize; Student |
|
1 |
1 |
| Central
Systems Access Count |
|
107 |
175 |
282 |
| Central Systems Software |
|
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Administrative Systems;
Peoplesoft; Financials |
1 |
|
1 |
|
Administrative
Systems; Peoplesoft; UDSIS |
8 |
11 |
19 |
|
Administrative
Systems; Reporting; Cognos |
1 |
|
1 |
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Administrative
Systems; Reporting; Data Warehousing |
1 |
|
1 |
|
Administrative
Systems; Web; Web Forms |
16 |
2 |
18 |
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Documentation |
1 |
|
1 |
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Software Distribution |
2 |
1 |
3 |
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Software; Remedy;
Changes |
2 |
|
2 |
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Voice Mail; General
Questions |
2 |
|
2 |
| Central
Systems Software Count |
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34 |
14 |
48 |
| Computing Systems |
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Departmental Servers; Other |
2 |
2 |
4 |
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Departmental Servers;
Samba |
2 |
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2 |
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Desktop Systems;
CS&S; Pre-purchase |
|
1 |
1 |
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Desktop Systems;
CS&S; Software assistance |
1 |
|
1 |
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Desktop Systems;
Maintenance; Faculty/Staff |
3 |
|
3 |
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Desktop Systems;
Maintenance; Student |
4 |
29 |
33 |
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Desktop Systems; Setup |
7 |
|
7 |
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Desktop Systems; Use;
Faculty/Staff |
25 |
4 |
29 |
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Desktop Systems; Use;
Students |
2 |
32 |
34 |
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LAN; Faculty/Staff |
1 |
|
1 |
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Security; PNPI |
1 |
1 |
2 |
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Virus; General
Questions |
7 |
3 |
10 |
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Virus; Has Virus (port
not off); Faculty/Staff |
17 |
3 |
20 |
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Virus; Has Virus (port
not off); Student |
2 |
68 |
70 |
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Virus; Needs Software |
5 |
7 |
12 |
| Computing
Systems Count |
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79 |
150 |
229 |
| Connecting to UD |
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Connection; Ethernet; Faculty/Staff; Register |
3 |
2 |
5 |
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Connection; Ethernet;
Faculty/Staff; Troubleshoot |
9 |
2 |
11 |
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Connection; Ethernet;
Student; Register |
|
4 |
4 |
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Connection; Ethernet;
Student; Troubleshoot |
|
24 |
24 |
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Connection; Guest
Registration |
3 |
|
3 |
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Connection; IP; |
1 |
|
1 |
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Connection; IP;
Troubleshoot |
2 |
1 |
3 |
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Connection; ISP;
Faculty/Staff |
2 |
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2 |
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Connection; ISP;
Student |
|
1 |
1 |
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Connection; PPP;
Faculty/Staff |
3 |
|
3 |
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Connection; PPP;
Student |
1 |
|
1 |
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Connection; Software;
SSH |
|
1 |
1 |
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Connection; VPN |
12 |
8 |
20 |
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Connection; Wireless;
Faculty/Staff |
9 |
|
9 |
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Connection; Wireless;
Router |
1 |
7 |
8 |
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Connection; Wireless;
Student |
1 |
12 |
13 |
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DCWO |
|
1 |
1 |
| Connecting
to UD Count |
|
47 |
63 |
110 |
| CS&S Service Desk Requests |
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CS&S; Data Recovery;
Non-Student |
1 |
|
1 |
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CS&S; Data
Recovery; Student |
|
1 |
1 |
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CS&S;
Diagnostics/Tuneup |
|
3 |
3 |
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CS&S; General |
2 |
9 |
11 |
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CS&S;
Malware/Virus Repair |
7 |
41 |
48 |
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CS&S; Network
Issues |
2 |
2 |
4 |
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CS&S;
Other/Unresolvable |
1 |
1 |
2 |
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CS&S; Special
Request |
|
1 |
1 |
| CS&S
Service Desk Requests Count |
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13 |
58 |
71 |
| E-mail |
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E-Mail; DropBox |
5 |
2 |
7 |
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E-Mail; General;
Forward command |
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3 |
3 |
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E-Mail; General; INBOX
recover messages |
1 |
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1 |
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E-Mail; MAC OS X;
Faculty/Staff |
1 |
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1 |
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E-Mail; MAC OS X;
Student |
|
1 |
1 |
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E-Mail; Mail Lists;
Bulk Tickets |
2 |
|
2 |
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E-Mail; Mail Lists;
General |
4 |
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4 |
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E-Mail; Mail Lists;
Lists |
22 |
2 |
24 |
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E-Mail; Mail Lists; PO
Box |
32 |
5 |
37 |
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E-Mail; Mail Lists;
Shared Mailbox |
5 |
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5 |
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E-Mail; Mirapoint;
Faculty/Staff |
6 |
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6 |
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E-Mail; Mirapoint;
Student |
2 |
8 |
10 |
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E-Mail; Other |
13 |
11 |
24 |
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E-Mail; Outlook
Express; Faculty/Staff |
3 |
|
3 |
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E-Mail; Outlook;
Faculty/Staff |
8 |
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8 |
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E-Mail; Outlook;
Student |
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2 |
2 |
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E-Mail; Quota |
12 |
8 |
20 |
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E-Mail; Spam filtering |
21 |
7 |
28 |
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E-Mail; Thunderbird;
Faculty/Staff |
3 |
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3 |
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E-Mail; Webmail;
Faculty/Staff |
4 |
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4 |
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E-Mail; Webmail;
Student |
|
2 |
2 |
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Exchange; Blackberry;
Help |
3 |
|
3 |
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Exchange; General Help |
13 |
1 |
14 |
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Exchange; Outlook |
5 |
1 |
6 |
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Exchange; Public
Folder |
4 |
1 |
5 |
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Exchange; Quota |
5 |
2 |
7 |
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Exchange; Shared
Mailbox |
2 |
|
2 |
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Google |
33 |
237 |
270 |
| E-mail
Count |
|
209 |
293 |
502 |
| General Information |
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Computing Sites |
1 |
|
1 |
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General; General
Questions |
26 |
7 |
33 |
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General; New Student
Questions |
3 |
6 |
9 |
|
Library |
1 |
2 |
3 |
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Other |
22 |
16 |
38 |
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Telephone; Cellular
Wireless |
25 |
2 |
27 |
| General
Information Count |
|
78 |
33 |
111 |
| Learning Systems |
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Instructional Technology;
Classroom Setup |
1 |
|
1 |
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Instructional
Technology; Multimedia |
1 |
|
1 |
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Learning; MyCourses;
Other |
2 |
|
2 |
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Learning; Sakai;
Comments |
6 |
|
6 |
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Learning; Sakai; OHS |
1 |
4 |
5 |
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Learning; Sakai; Other |
112 |
106 |
218 |
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Learning; Sakai;
Projects |
2 |
|
2 |
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Learning; User
Services, self-paced mods |
1 |
|
1 |
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Test Scoring, Freq.
Scanning |
1 |
|
1 |
| Learning
Systems Count |
|
127 |
110 |
237 |
| Printing |
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Printing; Local;
Faculty/Staff |
6 |
|
6 |
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Printing; Local;
Student |
|
12 |
12 |
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Printing; Network;
Faculty/Staff |
6 |
1 |
7 |
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Printing; Unix;
Color/Poster |
|
1 |
1 |
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Printing; VendPrint |
|
4 |
4 |
| Printing
Count |
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12 |
18 |
30 |
| Security |
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Security; Compromised |
45 |
56 |
101 |
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Security; Copyright |
|
27 |
27 |
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Security; Other |
10 |
5 |
15 |
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Security; Rogue DHCP |
1 |
5 |
6 |
| Security
Count |
|
56 |
93 |
149 |
| Service Interruption |
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Service Interruption;
Central System Problem |
1 |
|
1 |
| Service
Interruption Count |
|
1 |
|
1 |
| Software |
|
|
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Qualtrics (Survey/Polls) |
2 |
1 |
3 |
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Sharepoint; Help |
1 |
|
1 |
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Sharepoint; New Site |
1 |
|
1 |
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Software; Database;
Access |
2 |
|
2 |
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Software; Office |
2 |
4 |
6 |
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Software; Other |
6 |
10 |
16 |
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Software;
Presentation/Desktop Publish.; Dreamweaver |
2 |
|
2 |
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Software;
Presentation/Desktop Publish.; Other |
1 |
1 |
2 |
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Software;
Presentation/Desktop Publish.; Powerpoint |
3 |
|
3 |
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Software; Stat/Math
Applications; Maple |
|
1 |
1 |
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Software; Stat/Math
Applications; Matlab |
2 |
7 |
9 |
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Software; Stat/Math
Applications; Minitab |
|
1 |
1 |
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Software; Stat/Math
Applications; Other Stat/Math Problems |
|
4 |
4 |
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Software; Stat/Math
Applications; SAS |
1 |
1 |
2 |
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Software; UD Thesis;
MS Word |
|
1 |
1 |
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Software; UD Thesis;
Word Perfect |
|
1 |
1 |
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Software; Word
Processing/Editors; MS Word |
6 |
2 |
8 |
| Software
Count |
|
29 |
34 |
63 |
| Using UNIX |
|
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File Management; Disk Quota |
|
3 |
3 |
|
Using Unix; Other |
4 |
3 |
7 |
|
Using Unix; Setup
problems |
|
2 |
2 |
| Using
UNIX Count |
|
4 |
8 |
12 |
| Web |
|
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Drupal; Dev to Prod/Prod to
Dev |
4 |
|
4 |
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Drupal; New Site |
7 |
|
7 |
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Drupal; Support |
7 |
1 |
8 |
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Web (WWW); Browsers;
Faculty/Staff |
3 |
|
3 |
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Web (WWW); Browsers;
Student |
|
1 |
1 |
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Web (WWW); Web Pages;
Faculty/Staff; UD Calendar |
3 |
|
3 |
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Web (WWW); Web Pages;
Faculty/Staff; Web Page |
35 |
2 |
37 |
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Web (WWW); Web Pages;
Student; Web Page |
2 |
4 |
6 |
|
Web (WWW); Web Proxy |
2 |
1 |
3 |
| Web
Count |
|
63 |
9 |
72 |
| Grand
Total |
|
859 |
1058 |
1917 |
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