| IT
Help Center - January 2009 |
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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 |
|
87 |
91 |
178 |
| |
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| Central Systems Software |
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Administrative Systems; Peoplesoft; Financials |
1 |
|
1 |
| |
Administrative Systems; Peoplesoft; UDSIS |
14 |
20 |
34 |
| |
Administrative Systems; Web; Web Forms |
7 |
|
7 |
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Documentation |
3 |
|
3 |
| |
Software Distribution |
3 |
|
3 |
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Voice Mail; General Questions |
3 |
|
3 |
| Central Systems
Software Count |
31 |
20 |
51 |
| |
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| Computing Systems |
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|
|
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Departmental Servers |
18 |
|
18 |
| |
Desktop Systems; Complaints; Faculty/Staff |
1 |
|
1 |
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Desktop Systems; Maintenance; Faculty/Staff |
3 |
1 |
4 |
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Desktop Systems; Maintenance; Student |
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9 |
9 |
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Desktop Systems; Setup |
4 |
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4 |
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Desktop Systems; TSC; Pre-purchase |
2 |
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2 |
| |
Desktop Systems; Use; Faculty/Staff |
62 |
3 |
65 |
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Desktop Systems; Use; Students |
|
20 |
20 |
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LAN; Faculty/Staff |
1 |
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1 |
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Security; PNPI |
1 |
|
1 |
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Virus; General Questions |
4 |
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4 |
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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 |
|
12 |
12 |
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Virus; Needs Software |
|
2 |
2 |
| Computing Systems Count |
|
107 |
47 |
154 |
| |
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| Connecting to UD |
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Connection; Ethernet; Faculty/Staff; Register |
11 |
2 |
13 |
| |
Connection; Ethernet; Faculty/Staff; Troubleshoot |
10 |
1 |
11 |
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Connection; Ethernet; Student; Register |
|
3 |
3 |
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Connection; Ethernet; Student; Troubleshoot |
1 |
13 |
14 |
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Connection; Guest Registration |
4 |
1 |
5 |
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Connection; IP; Troubleshoot |
2 |
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2 |
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Connection; ISP; Faculty/Staff |
5 |
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5 |
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Connection; PPP; Faculty/Staff |
5 |
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5 |
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Connection; PPP; Student |
1 |
|
1 |
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Connection; Software; FTP |
1 |
|
1 |
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Connection; Software; SSH |
1 |
1 |
2 |
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Connection; VPN |
5 |
1 |
6 |
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Connection; Wireless; Faculty/Staff |
8 |
1 |
9 |
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Connection; Wireless; Student |
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9 |
9 |
| Connecting to UD Count |
|
54 |
32 |
86 |
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| E-mail |
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E-Mail; DropBox |
2 |
1 |
3 |
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E-Mail; General; Forward command |
3 |
1 |
4 |
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E-Mail; General; INBOX recover messages |
4 |
1 |
5 |
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E-Mail; General; Mail lists; General |
16 |
2 |
18 |
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E-Mail; General; Mail lists; mail-alias |
1 |
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1 |
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E-Mail; General; Mail lists; PO Box |
10 |
1 |
11 |
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E-Mail; General; Vacation message |
1 |
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1 |
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E-Mail; MAC OS X; Faculty/Staff |
7 |
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7 |
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E-Mail; Mirapoint; Faculty/Staff |
3 |
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3 |
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E-Mail; Mirapoint; Student |
|
1 |
1 |
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E-Mail; Mozilla; Faculty/Staff |
6 |
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6 |
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E-Mail; Other |
32 |
8 |
40 |
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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 |
1 |
1 |
2 |
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E-Mail; Outlook; Faculty/Staff |
12 |
1 |
13 |
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E-Mail; Outlook; Student |
1 |
1 |
2 |
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E-Mail; Quota |
11 |
5 |
16 |
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E-Mail; Spam filtering |
14 |
3 |
17 |
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E-Mail; Thunderbird; Faculty/Staff |
14 |
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14 |
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E-Mail; Webmail; Faculty/Staff |
12 |
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12 |
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E-Mail; Webmail; Student |
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4 |
4 |
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Exchange; Blackberry; Help |
5 |
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5 |
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Exchange; General Help |
21 |
5 |
26 |
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Exchange; Outlook |
1 |
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1 |
| E-mail Count |
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194 |
35 |
229 |
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| General Questions |
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Computing Sites |
1 |
|
1 |
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General; General Questions |
8 |
4 |
12 |
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General; New Student Questions |
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2 |
2 |
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Library |
2 |
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2 |
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Other |
27 |
8 |
35 |
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Telephone; Cellular Wireless |
33 |
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33 |
| General Questions Count |
|
71 |
14 |
85 |
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| Learning Systems |
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Instructional Technology; Multimedia |
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1 |
1 |
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Learning; Clickers |
2 |
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2 |
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Learning; MyCourses; Other |
13 |
14 |
27 |
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Learning; Sakai; Comments |
6 |
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6 |
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Learning; Sakai; Other |
49 |
5 |
54 |
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Learning; User Services, self-paced mods |
3 |
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3 |
| Learning Systems Count |
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73 |
20 |
93 |
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| Printing |
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Printing; Local; Faculty/Staff |
3 |
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3 |
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Printing; Network; Faculty/Staff |
6 |
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6 |
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Printing; Network; Student |
1 |
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1 |
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Printing; Unix; Color/Poster |
1 |
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1 |
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Printing; VendPrint |
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1 |
1 |
| Printing Count |
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11 |
1 |
12 |
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| Security |
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Security; Compromised |
14 |
24 |
38 |
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Security; Copyright |
5 |
41 |
46 |
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Security; Other |
11 |
4 |
15 |
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Security; Rogue DHCP |
3 |
|
3 |
| Security Count |
|
33 |
69 |
102 |
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| Service Interruption |
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Service Interruption; Central System Problem |
1 |
|
1 |
| Service Interruption Count |
|
1 |
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1 |
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| Software |
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Qualtrics (Survey/Polls) |
1 |
1 |
2 |
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Sharepoint; Help |
1 |
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1 |
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Software; Calendar Server (SunOne); Usage |
1 |
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1 |
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Software; Database; Access |
8 |
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8 |
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Software; Graphics |
1 |
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1 |
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Software; Office |
2 |
4 |
6 |
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Software; Other |
6 |
1 |
7 |
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Software; Remedy; Access |
3 |
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3 |
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Software; Remedy; Changes |
2 |
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2 |
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Software; Spreadsheets; Excel |
7 |
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7 |
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Software; Stat/Math Applications; Mathematica |
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1 |
1 |
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Software; Stat/Math Applications; Matlab |
3 |
1 |
4 |
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Software; Stat/Math Applications; Minitab |
|
1 |
1 |
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Software; Stat/Math Applications; Other Stat/Math
Problems |
|
1 |
1 |
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Software; Stat/Math Applications; SAS |
|
1 |
1 |
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Software; UD Thesis; MS Word |
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2 |
2 |
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Software; UD Thesis; Tex, LaTex, AmsTex, emTex |
|
1 |
1 |
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Software; Word Processing/Editors; MS Word |
8 |
2 |
10 |
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Software; Word Processing/Editors; Other |
1 |
|
1 |
| Software Count |
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44 |
16 |
60 |
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| TSC Requests |
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TSC; Ethernet; Repair |
|
1 |
1 |
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TSC; PPP; Repair |
1 |
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1 |
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TSC; Special Request |
19 |
9 |
28 |
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TSC; Troubleshoot; Boot Problems |
4 |
5 |
9 |
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TSC; Troubleshoot; Hardware |
3 |
2 |
5 |
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TSC; Troubleshoot; Operating System |
9 |
8 |
17 |
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TSC; Troubleshoot; Software |
4 |
3 |
7 |
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TSC; Troubleshoot; Spyware |
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2 |
2 |
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TSC; Virus Repair |
21 |
26 |
47 |
| TSC Requests Count |
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61 |
56 |
117 |
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| Using UNIX |
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Using Unix; Other |
1 |
|
1 |
| Using UNIX Count |
|
1 |
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1 |
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| Web |
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Web (WWW); Browsers; Faculty/Staff |
5 |
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5 |
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Web (WWW); Browsers; Student |
1 |
2 |
3 |
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Web (WWW); Templates |
|
1 |
1 |
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Web (WWW); Web Pages; Faculty/Staff; Google Search |
1 |
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1 |
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Web (WWW); Web Pages; Faculty/Staff; UD Calendar |
1 |
1 |
2 |
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Web (WWW); Web Pages; Faculty/Staff; Web Page |
6 |
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6 |
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Web (WWW); Web Pages; Student; Web Page |
|
3 |
3 |
| Web Count |
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14 |
7 |
21 |
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| Grand Total |
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782 |
408 |
1190 |
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