| IT Help Center - January 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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Fac/Staff /all other |
Students/Parents |
Grand Total |
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| ProblemType2 |
ProblemType |
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| Central
Systems Access |
Access; Activate; MVS |
2 |
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2 |
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Access; Activate; UNIX; Faculty/Staff |
11 |
1 |
12 |
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Access; Activate; UNIX; Student |
3 |
6 |
9 |
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Access; Change of Owner |
2 |
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2 |
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Access; Inactive users |
3 |
7 |
10 |
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Access; Passwords; MVS |
11 |
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11 |
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Access; Passwords; Other |
1 |
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1 |
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Access; Passwords; Unix |
13 |
7 |
20 |
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Access; PINS; Faculty/Staff |
3 |
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3 |
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Access; PINS; Student |
1 |
1 |
2 |
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Access; Username |
8 |
4 |
12 |
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Learning; WebCT; Login |
2 |
14 |
16 |
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Peoplesoft Financials; Logon |
1 |
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1 |
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Software; Remedy; Access |
2 |
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2 |
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Voice Mail; Resets/Reinitialize; Faculty/Staff |
4 |
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4 |
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Voice Mail; Resets/Reinitialize; Student |
2 |
3 |
5 |
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| Central
Systems Access Total |
69 |
43 |
112 |
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| Central
Systems Software |
Administrative Systems; SIS; Graduate Admissions |
1 |
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1 |
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Administrative Systems; SIS; SIS+ |
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12 |
12 |
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Administrative Systems; SIS; Student Records (100-199) |
1 |
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1 |
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Administrative Systems; Web; Web Forms |
6 |
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6 |
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Documentation |
7 |
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7 |
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EZFORMS; Change of Major/Minor |
1 |
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1 |
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EZFORMS; FAI (Request for Services) |
2 |
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2 |
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EZFORMS; General |
1 |
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1 |
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EZFORMS; JVs |
1 |
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1 |
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Peoplesoft Financials; Using the System |
2 |
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2 |
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Software Distribution |
2 |
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2 |
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Software; Remedy; Changes |
2 |
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2 |
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Voice Mail; General Questions |
5 |
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5 |
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| Central
Systems Software Total |
31 |
12 |
43 |
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| Connecting
to UD |
Connection; Duplicate IP |
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1 |
1 |
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Connection; Ethernet; Faculty/Staff |
18 |
1 |
19 |
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Connection; Ethernet; Student; MoveIn |
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1 |
1 |
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Connection; Ethernet; Student; Troubleshoot |
8 |
45 |
53 |
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Connection; ISP; Student |
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1 |
1 |
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Connection; PPP; Faculty/Staff |
27 |
1 |
28 |
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Connection; PPP; Student |
4 |
12 |
16 |
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Connection; Software; FTP |
2 |
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2 |
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Connection; Software; Other |
3 |
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3 |
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Connection; Software; SSH |
1 |
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1 |
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Connection; Software; Telnet |
3 |
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3 |
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Connection; Software; WSFTP |
1 |
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1 |
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Connection; Wireless; Faculty/Staff |
2 |
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2 |
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Connection; Wireless; Student |
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3 |
3 |
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| Connecting
to UD Total |
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69 |
65 |
134 |
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| Desktop
Systems |
Desktop Systems; Maintenance; Faculty/Staff |
3 |
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3 |
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Desktop Systems; Maintenance; Student |
1 |
5 |
6 |
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Desktop Systems; Setup |
13 |
1 |
14 |
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Desktop Systems; TSC; Pre-purchase |
4 |
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4 |
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Desktop Systems; Use; Faculty/Staff |
71 |
1 |
72 |
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Desktop Systems; Use; Students |
4 |
39 |
43 |
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LAN; Faculty/Staff |
2 |
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2 |
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| Desktop
Systems Total |
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98 |
46 |
144 |
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| E-mail |
E-Mail; General; Forward command |
6 |
5 |
11 |
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E-Mail; General; INBOX recover |
1 |
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1 |
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E-Mail; General; INBOX too large |
3 |
2 |
5 |
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E-Mail; General; Mail lists |
4 |
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4 |
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E-Mail; General; Vacation message |
3 |
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3 |
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E-Mail; MAC OS X; Faculty/Staff |
3 |
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3 |
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E-Mail; Messenger; Address books |
3 |
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3 |
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E-Mail; Messenger; General (how to use) |
23 |
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23 |
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E-Mail; Messenger; Preferences |
7 |
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7 |
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E-Mail; Other |
26 |
9 |
35 |
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E-Mail; Outlook Express; Faculty/Staff |
12 |
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12 |
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E-Mail; Outlook Express; Students |
2 |
6 |
8 |
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E-Mail; Outlook; Faculty/Staff |
10 |
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10 |
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E-Mail; Outlook; Student |
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1 |
1 |
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E-Mail; Pine; How To Use |
3 |
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3 |
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E-Mail; Pine; Mail lock or corrupted inbox |
1 |
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1 |
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E-Mail; Webmail |
4 |
1 |
5 |
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Newsgroups; Using |
2 |
1 |
3 |
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| E-mail
Total |
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113 |
25 |
138 |
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| General
Information |
Other |
22 |
4 |
26 |
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Telephone; General; Information (x2000) |
2 |
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2 |
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Telephone; General; Telephone Services |
9 |
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9 |
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Telephone; General; TSC calls |
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1 |
1 |
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Telephone; General; Wrong number |
1 |
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1 |
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| General
Information Total |
34 |
5 |
39 |
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| Learning
Systems |
Instructional Technology; Multimedia |
1 |
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1 |
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Learning; WebCT; Other |
19 |
26 |
45 |
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| Learning
Systems Total |
20 |
26 |
46 |
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| Printing |
Printing; Local; Faculty/Staff |
14 |
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14 |
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Printing; Local; Student |
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3 |
3 |
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Printing; RJE |
13 |
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13 |
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Printing; VendPrint |
1 |
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1 |
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| Printing
Total |
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28 |
3 |
31 |
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| Security |
Security; Bandwidth |
1 |
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1 |
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Security; Copyright |
5 |
12 |
17 |
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Security; Hacking |
9 |
8 |
17 |
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Security; Other |
15 |
3 |
18 |
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Security; Spam |
8 |
2 |
10 |
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Security; Spam; General |
1 |
2 |
3 |
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Security; Spam; Sending |
1 |
5 |
6 |
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Security; Virus; General Questions |
17 |
1 |
18 |
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Security; Virus; Has Virus; Faculty/Staff |
33 |
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33 |
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Security; Virus; Has Virus; Student |
1 |
28 |
29 |
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Security; Virus; How to use software |
4 |
1 |
5 |
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Security; Virus; Needs software |
5 |
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5 |
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| Security
Total |
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100 |
62 |
162 |
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| Service
Interruption |
Service Interruption; Central System Outage |
2 |
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2 |
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Service Interruption; Central System Problem |
9 |
1 |
10 |
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Service Interruption; Departmental Server |
1 |
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1 |
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| Service
Interruption Total |
12 |
1 |
13 |
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| Software |
Software; Database; Access |
4 |
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4 |
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Software; Database; Other |
2 |
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2 |
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Software; Other |
8 |
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8 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
2 |
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2 |
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Software; Presentation/Desktop Publish.; Other |
1 |
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1 |
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Software; Presentation/Desktop Publish.; Powerpoint |
2 |
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2 |
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Software; Spreadsheets; Excel |
3 |
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3 |
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Software; Stat/Math Applications; Matlab |
4 |
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4 |
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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 |
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1 |
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Software; UD Thesis; MS Word |
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3 |
3 |
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Software; Word Processing/Editors; MS Word |
10 |
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10 |
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| Software
Total |
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39 |
3 |
42 |
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| TSC
Requests |
TSC; Ethernet; New Setup |
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2 |
2 |
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TSC; Ethernet; Repair |
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4 |
4 |
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TSC; PPP; New Setup |
8 |
1 |
9 |
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TSC; PPP; Repair |
5 |
1 |
6 |
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TSC; Special Request |
10 |
6 |
16 |
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TSC; Troubleshoot; Boot Problems |
5 |
14 |
19 |
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TSC; Troubleshoot; Hardware |
3 |
2 |
5 |
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TSC; Troubleshoot; Operating System |
10 |
20 |
30 |
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TSC; Troubleshoot; Software |
10 |
10 |
20 |
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TSC; Virus Repair |
4 |
19 |
23 |
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| TSC
Requests Total |
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55 |
79 |
134 |
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| Using
UNIX |
File Management; Disk Quota |
7 |
1 |
8 |
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File Management; UNIX |
3 |
1 |
4 |
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Using Unix; Command syntax |
1 |
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1 |
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Using Unix; Other |
1 |
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1 |
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| Using
UNIX Total |
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12 |
2 |
14 |
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| Web |
Web (WWW); Browsers; Faculty/Staff |
5 |
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5 |
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Web (WWW); Browsers; Student |
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5 |
5 |
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Web (WWW); Web Pages; Faculty/Staff |
15 |
1 |
16 |
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Web (WWW); Web Pages; Student |
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3 |
3 |
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Web (WWW); Web Proxy |
5 |
7 |
12 |
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| Web
Total |
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25 |
16 |
41 |
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| Grand
Total |
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705 |
388 |
1093 |
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