| IT
Help Center - January 2005 |
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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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| |
Access; Activate; MVS |
1 |
|
1 |
| |
Access; Activate; UNIX; Faculty/Staff |
3 |
|
3 |
| |
Access; Activate; UNIX; Student |
1 |
13 |
14 |
| |
Access; CAS Authentication |
1 |
|
1 |
| |
Access; Inactive users |
1 |
5 |
6 |
| |
Access; Passwords; MVS |
14 |
|
14 |
| |
Access; Passwords; Unix |
6 |
5 |
11 |
| |
Access; PINS; Faculty/Staff |
1 |
|
1 |
| |
Access; PINS; Student |
|
2 |
2 |
| |
Access; Username |
5 |
5 |
10 |
| |
Learning; WebCT; Login |
3 |
5 |
8 |
| |
Software; Remedy; Access |
1 |
|
1 |
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Voice Mail; Resets/Reinitialize; Faculty/Staff |
1 |
|
1 |
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Voice Mail; Resets/Reinitialize; Student |
1 |
|
1 |
| Central
Systems Access Count |
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39 |
35 |
74 |
| |
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| Central
Systems Software |
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Administrative Systems; DEV; ADVANCE Alumni/Development |
1 |
|
1 |
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Administrative Systems; FIS; General Accounting |
1 |
|
1 |
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Administrative Systems; SIS; Billing (400-499) |
|
1 |
1 |
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Administrative Systems; SIS; Graduate Admissions |
1 |
|
1 |
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Administrative Systems; SIS; SIS+ |
3 |
10 |
13 |
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Administrative Systems; SIS; Student Records (100-199) |
2 |
|
2 |
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Administrative Systems; Web; Credit Card |
1 |
|
1 |
| |
Administrative Systems; Web; Web Forms |
18 |
|
18 |
| |
EZFORMS; FAI (Request for Services) |
3 |
|
3 |
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EZFORMS; JVs |
1 |
|
1 |
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EZFORMS; Student/Fac/Staff Billing |
1 |
|
1 |
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Peoplesoft; Financials |
6 |
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6 |
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Software Distribution |
1 |
|
1 |
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Software; Remedy; Bugs |
1 |
|
1 |
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Software; Remedy; Changes |
1 |
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1 |
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Voice Mail; General Questions |
4 |
|
4 |
| Central
Systems Software Count |
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45 |
11 |
56 |
| |
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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 |
28 |
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28 |
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Connection; Ethernet; Student; MoveIn |
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2 |
2 |
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Connection; Ethernet; Student; Troubleshoot |
8 |
60 |
68 |
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Connection; ISP; Faculty/Staff |
3 |
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3 |
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Connection; ISP; Student |
1 |
4 |
5 |
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Connection; PPP; Faculty/Staff |
20 |
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20 |
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Connection; PPP; Student |
2 |
8 |
10 |
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Connection; Software; FTP |
1 |
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1 |
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Connection; Software; Other |
1 |
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1 |
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Connection; Software; SSH |
1 |
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1 |
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Connection; Software; Telnet |
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 |
1 |
5 |
6 |
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DCWO |
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2 |
2 |
| Connecting
to UD Count |
|
70 |
81 |
151 |
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| Desktop
Systems |
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Desktop Systems; Maintenance; Faculty/Staff |
5 |
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5 |
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Desktop Systems; Maintenance; Student |
1 |
2 |
3 |
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Desktop Systems; Setup |
17 |
6 |
23 |
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Desktop Systems; TSC; Pre-purchase |
1 |
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1 |
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Desktop Systems; Use; Faculty/Staff |
111 |
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111 |
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Desktop Systems; Use; Students |
14 |
232 |
246 |
| |
LAN; Faculty/Staff |
2 |
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2 |
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Virus; General Questions |
3 |
|
3 |
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Virus; Has Virus (port not off); Faculty/Staff |
11 |
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11 |
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Virus; Has Virus (port not off); Student |
3 |
66 |
69 |
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Virus; Needs Software |
7 |
4 |
11 |
| Desktop
Systems Count |
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175 |
310 |
485 |
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| E-mail |
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E-Mail; General; Forward command |
1 |
2 |
3 |
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E-Mail; General; INBOX recover |
15 |
1 |
16 |
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E-Mail; General; INBOX too large |
5 |
4 |
9 |
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E-Mail; General; Mail lists |
6 |
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6 |
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E-Mail; General; Vacation message |
4 |
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4 |
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E-Mail; MAC OS X; Faculty/Staff |
3 |
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3 |
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E-Mail; MAC OS X; Student |
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5 |
5 |
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E-Mail; Messenger; Delete messages |
2 |
1 |
3 |
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E-Mail; Messenger; General (how to use) |
16 |
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16 |
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E-Mail; Messenger; Preferences |
1 |
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1 |
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E-Mail; Mozilla; Faculty/Staff |
21 |
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21 |
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E-Mail; Mozilla; Student |
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1 |
1 |
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E-Mail; Other |
26 |
10 |
36 |
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E-Mail; Outlook Express; Faculty/Staff |
5 |
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5 |
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E-Mail; Outlook Express; Students |
2 |
5 |
7 |
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E-Mail; Outlook; Faculty/Staff |
6 |
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6 |
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E-Mail; Pine; How To Use |
2 |
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2 |
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E-Mail; Spam filtering |
5 |
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5 |
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E-Mail; Webmail |
9 |
9 |
18 |
| E-mail
Count |
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129 |
38 |
167 |
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| General
Information |
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Library |
1 |
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1 |
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Other |
15 |
8 |
23 |
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Telephone; General; Information (x2000) |
2 |
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2 |
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Telephone; General; Telephone Services |
2 |
1 |
3 |
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Telephone; General; Wrong number |
|
1 |
1 |
| General
Information Count |
|
20 |
10 |
30 |
| |
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| Learning
Systems |
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Instructional Technology; Classroom Setup |
1 |
|
1 |
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Learning; UDSerf |
|
1 |
1 |
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Learning; WebCT; Other |
44 |
12 |
56 |
| Learning
Systems Count |
|
45 |
13 |
58 |
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| Printing |
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Printing; Local; Faculty/Staff |
12 |
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12 |
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Printing; Local; Student |
1 |
3 |
4 |
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Printing; RJE |
8 |
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8 |
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Printing; VendPrint |
1 |
|
1 |
| Printing
Count |
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22 |
3 |
25 |
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| Security |
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Security; Compromised |
32 |
30 |
62 |
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Security; Copyright |
4 |
32 |
36 |
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Security; Other |
3 |
1 |
4 |
| Security
Count |
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39 |
63 |
102 |
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| Service
Interruption |
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Service Interruption; Central System Problem |
2 |
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2 |
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Service Interruption; Departmental Server |
3 |
|
3 |
| Service
Interruption Count |
|
5 |
|
5 |
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| Software |
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Software; Database; Access |
1 |
|
1 |
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Software; Database; Other |
2 |
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2 |
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Software; Graphics |
1 |
|
1 |
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Software; Other |
6 |
1 |
7 |
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Software; Presentation/Desktop Publish.; Adobe Go-Live |
1 |
|
1 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
|
1 |
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Software; Presentation/Desktop Publish.; Other |
3 |
1 |
4 |
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Software; Presentation/Desktop Publish.; Powerpoint |
2 |
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2 |
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Software; Presentation/Desktop Publish.; Quark |
|
1 |
1 |
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Software; Programming Languages |
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 |
2 |
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2 |
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Software; UD Thesis; MS Word |
1 |
1 |
2 |
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Software; UD Thesis; Tex, LaTex, AmsTex, emTex |
1 |
|
1 |
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Software; Word Processing/Editors; MS Word |
14 |
|
14 |
| Software
Count |
|
40 |
4 |
44 |
| |
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| TSC
Requests |
|
|
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TSC; Ethernet; New Setup |
|
1 |
1 |
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TSC; Ethernet; Repair |
|
1 |
1 |
| |
TSC; PPP; New Setup |
6 |
1 |
7 |
| |
TSC; PPP; Repair |
2 |
1 |
3 |
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TSC; Special Request |
13 |
10 |
23 |
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TSC; Troubleshoot; Boot Problems |
1 |
9 |
10 |
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TSC; Troubleshoot; Hardware |
|
4 |
4 |
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TSC; Troubleshoot; Operating System |
12 |
16 |
28 |
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TSC; Troubleshoot; Software |
9 |
5 |
14 |
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TSC; Troubleshoot; Spyware |
3 |
5 |
8 |
| |
TSC; Virus Repair |
4 |
10 |
14 |
| TSC
Requests Count |
|
50 |
63 |
113 |
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| Using
UNIX |
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File Management; Disk Quota |
7 |
1 |
8 |
| |
File Management; UNIX |
1 |
|
1 |
| |
Using Unix; Command syntax |
1 |
|
1 |
| |
Using Unix; Other |
1 |
|
1 |
| Using
UNIX Count |
|
10 |
1 |
11 |
| |
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| Web |
|
|
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Web (WWW); Browsers; Faculty/Staff |
2 |
|
2 |
| |
Web (WWW); Browsers; Student |
1 |
3 |
4 |
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Web (WWW); Web Pages; Faculty/Staff |
16 |
|
16 |
| |
Web (WWW); Web Pages; Student |
2 |
1 |
3 |
| |
Web (WWW); Web Proxy |
5 |
3 |
8 |
| Web
Count |
|
26 |
7 |
33 |
| |
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| Grand
Total |
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715 |
639 |
1354 |
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