| IT
Help Center - January 2010 |
|
|
|
|
| All Reported Problems |
|
|
|
|
|
|
|
|
|
| Count of Ticket# |
|
|
|
|
|
|
Faculty-Staff-
all other |
Students-Parents |
Grand Total |
| |
ProblemType |
|
|
|
| Central Systems Access |
|
|
|
|
|
Access; Activate; UNIX;
Faculty/Staff |
3 |
|
3 |
|
Access; Activate;
UNIX; Student |
1 |
15 |
16 |
|
Access; CAS
Authentication |
3 |
|
3 |
|
Access; Change of
Owner |
1 |
|
1 |
|
Access; Inactive users |
9 |
26 |
35 |
|
Access; Other |
3 |
2 |
5 |
|
Access; Passwords;
Other |
1 |
1 |
2 |
|
Access; Passwords;
Unix |
5 |
13 |
18 |
|
Access; PINS;
Faculty/Staff |
5 |
|
5 |
|
Access; PINS; Student |
1 |
19 |
20 |
|
Access; UD ID |
6 |
4 |
10 |
|
Access; UD#1 Card |
1 |
1 |
2 |
|
Access; UDelNetID |
4 |
5 |
9 |
|
Departmental Servers;
Access |
14 |
3 |
17 |
|
Drupal; Access |
2 |
|
2 |
|
Exchange; Blackberry;
Activation |
6 |
|
6 |
|
Exchange; New Account |
15 |
5 |
20 |
|
Exchange; Password
Reset |
6 |
2 |
8 |
|
Learning; Sakai; Login |
12 |
7 |
19 |
|
Sharepoint; New
Account |
1 |
|
1 |
|
Software; Calendar
Server (SunOne); Access |
2 |
|
2 |
|
Software; Remedy;
Access |
3 |
|
3 |
|
Voice Mail;
Resets/Reinitialize; Faculty/Staff |
3 |
|
3 |
| Central
Systems Access Total |
|
107 |
103 |
210 |
| Central Systems Software |
|
|
|
|
|
Administrative Systems;
Peoplesoft; Financials |
3 |
2 |
5 |
|
Administrative
Systems; Peoplesoft; HR |
3 |
|
3 |
|
Administrative
Systems; Peoplesoft; UDSIS |
14 |
14 |
28 |
|
Administrative
Systems; Web; Web Forms |
17 |
3 |
20 |
|
Documentation |
4 |
|
4 |
|
Software Distribution |
1 |
|
1 |
|
Software; Remedy; Bugs |
2 |
|
2 |
|
Software; Remedy;
Changes |
2 |
|
2 |
|
Software; Remedy;
Enhancements |
4 |
|
4 |
|
Voice Mail; General
Questions |
3 |
|
3 |
| Central
Systems Software Total |
|
53 |
19 |
72 |
| Computing Systems |
|
|
|
|
|
Departmental Servers; Other |
1 |
2 |
3 |
|
Desktop Systems;
CS&S; Pre-purchase |
|
1 |
1 |
|
Desktop Systems;
CS&S; Software assistance |
1 |
|
1 |
|
Desktop Systems;
Maintenance; Faculty/Staff |
7 |
1 |
8 |
|
Desktop Systems;
Maintenance; Student |
1 |
6 |
7 |
|
Desktop Systems; Setup |
8 |
|
8 |
|
Desktop Systems; Use;
Faculty/Staff |
46 |
3 |
49 |
|
Desktop Systems; Use;
Students |
1 |
7 |
8 |
|
LAN; Faculty/Staff |
1 |
1 |
2 |
|
Virus; General
Questions |
3 |
1 |
4 |
|
Virus; Has Virus (port
not off); Faculty/Staff |
8 |
3 |
11 |
|
Virus; Has Virus (port
not off); Student |
|
7 |
7 |
|
Virus; Needs Software |
11 |
7 |
18 |
| Computing
Systems Total |
|
88 |
39 |
127 |
| Connecting to UD |
|
|
|
|
|
Connection; Ethernet;
Faculty/Staff; Register |
4 |
1 |
5 |
|
Connection; Ethernet;
Faculty/Staff; Troubleshoot |
8 |
|
8 |
|
Connection; Ethernet;
Student; Register |
1 |
4 |
5 |
|
Connection; Ethernet;
Student; Troubleshoot |
|
3 |
3 |
|
Connection; IP;
Troubleshoot |
4 |
1 |
5 |
|
Connection; ISP;
Faculty/Staff |
1 |
|
1 |
|
Connection; ISP;
Student |
1 |
1 |
2 |
|
Connection; PPP;
Faculty/Staff |
1 |
|
1 |
|
Connection; PPP;
Student |
1 |
|
1 |
|
Connection; Software;
SSH |
2 |
|
2 |
|
Connection; VPN |
13 |
5 |
18 |
|
Connection; Wireless;
Faculty/Staff |
10 |
2 |
12 |
|
Connection; Wireless;
Router |
|
3 |
3 |
|
Connection; Wireless;
Student |
|
6 |
6 |
|
DCWO |
1 |
|
1 |
| Connecting
to UD Total |
|
47 |
26 |
73 |
| CS&S Service Desk Requests |
|
|
|
|
|
CS&S; Data Recovery;
Student |
|
1 |
1 |
|
CS&S;
Diagnostics/Tuneup |
1 |
1 |
2 |
|
CS&S; General |
3 |
11 |
14 |
|
CS&S; General
DRIVER FAILURE |
|
1 |
1 |
|
CS&S;
Malware/Virus Repair |
16 |
35 |
51 |
|
CS&S; Network
Issues |
|
3 |
3 |
|
CS&S;
Other/Unresolvable |
1 |
2 |
3 |
|
CS&S; Special
Request |
|
1 |
1 |
| CS&S
Service Desk Requests Total |
|
21 |
55 |
76 |
| E-mail |
|
|
|
|
|
E-Mail; DropBox |
1 |
|
1 |
|
E-Mail; General;
Forward command |
2 |
4 |
6 |
|
E-Mail; MAC OS X;
Faculty/Staff |
1 |
1 |
2 |
|
E-Mail; MAC OS X;
Student |
2 |
1 |
3 |
|
E-Mail; Mail Lists;
Bulk Tickets |
2 |
|
2 |
|
E-Mail; Mail Lists;
General |
3 |
|
3 |
|
E-Mail; Mail Lists;
Lists |
10 |
|
10 |
|
E-Mail; Mail Lists; PO
Box |
7 |
2 |
9 |
|
E-Mail; Mail Lists;
Shared Mailbox |
5 |
1 |
6 |
|
E-Mail; Mirapoint;
Faculty/Staff |
3 |
|
3 |
|
E-Mail; Mirapoint;
Student |
|
4 |
4 |
|
E-Mail; Mozilla;
Faculty/Staff |
4 |
|
4 |
|
E-Mail; Other |
9 |
3 |
12 |
|
E-Mail; Outlook;
Faculty/Staff |
9 |
|
9 |
|
E-Mail; Outlook;
Student |
|
1 |
1 |
|
E-Mail; Quota |
10 |
3 |
13 |
|
E-Mail; Spam filtering |
23 |
4 |
27 |
|
E-Mail; Thunderbird;
Faculty/Staff |
14 |
1 |
15 |
|
E-Mail; Webmail;
Faculty/Staff |
6 |
|
6 |
|
E-Mail; Webmail;
Student |
|
2 |
2 |
|
Exchange; Blackberry;
Help |
5 |
|
5 |
|
Exchange; General Help |
26 |
1 |
27 |
|
Exchange; Outlook |
12 |
|
12 |
|
Exchange; Public
Folder |
2 |
1 |
3 |
|
Exchange; Quota |
3 |
1 |
4 |
|
Exchange; Shared
Mailbox |
2 |
1 |
3 |
|
Google |
27 |
87 |
114 |
| E-mail
Total |
|
188 |
118 |
306 |
| General Information |
|
|
|
|
|
Computing Sites |
1 |
1 |
2 |
|
General; General
Questions |
8 |
6 |
14 |
|
General; New Student
Questions |
4 |
12 |
16 |
|
Library |
2 |
4 |
6 |
|
Other |
30 |
7 |
37 |
|
Telephone; Cellular
Wireless |
19 |
3 |
22 |
|
Testing |
1 |
|
1 |
| General
Information Total |
|
65 |
33 |
98 |
| Learning Systems |
|
|
|
|
|
Learning; Sakai; Comments |
4 |
1 |
5 |
|
Learning; Sakai; OHS |
1 |
2 |
3 |
|
Learning; Sakai; Other |
64 |
51 |
115 |
|
Test Scoring, Freq.
Scanning |
1 |
|
1 |
| Learning
Systems Total |
|
70 |
54 |
124 |
| Printing |
|
|
|
|
|
Printing; Local;
Faculty/Staff |
5 |
|
5 |
|
Printing; Local;
Student |
1 |
3 |
4 |
|
Printing; Network;
Faculty/Staff |
2 |
|
2 |
|
Printing; Unix;
Color/Poster |
1 |
|
1 |
|
Printing; VendPrint |
|
1 |
1 |
| Printing
Total |
|
9 |
4 |
13 |
| Security |
|
|
|
|
|
Security; Compromised |
39 |
31 |
70 |
|
Security; Copyright |
2 |
23 |
25 |
|
Security; Other |
1 |
2 |
3 |
| Security
Total |
|
42 |
56 |
98 |
| Service Interruption |
|
|
|
|
|
Service Interruption;
Central System Outage |
1 |
2 |
3 |
| Service
Interruption Total |
|
1 |
2 |
3 |
| Software |
|
|
|
|
|
Sharepoint; Help |
3 |
|
3 |
|
Software; Graphics |
1 |
|
1 |
|
Software; Office |
3 |
1 |
4 |
|
Software; Other |
9 |
7 |
16 |
|
Software;
Presentation/Desktop Publish.; Dreamweaver |
2 |
1 |
3 |
|
Software;
Presentation/Desktop Publish.; Other |
1 |
|
1 |
|
Software;
Presentation/Desktop Publish.; Powerpoint |
3 |
|
3 |
|
Software;
Spreadsheets; Excel |
1 |
|
1 |
|
Software; Stat/Math
Applications; Mathematica |
1 |
|
1 |
|
Software; Stat/Math
Applications; Matlab |
1 |
1 |
2 |
|
Software; Stat/Math
Applications; Other Stat/Math Problems |
2 |
2 |
4 |
|
Software; UD Thesis;
MS Word |
1 |
4 |
5 |
|
Software; Word
Processing/Editors; MS Word |
11 |
1 |
12 |
| Software
Total |
|
39 |
17 |
56 |
| Using UNIX |
|
|
|
|
|
File Management; Disk Quota |
1 |
|
1 |
|
Using Unix; Command
syntax |
1 |
|
1 |
|
Using Unix; Other |
1 |
1 |
2 |
|
Using Unix; Setup
problems |
|
1 |
1 |
| Using
UNIX Total |
|
3 |
2 |
5 |
| Web |
|
|
|
|
|
Drupal; Dev to Prod/Prod to
Dev |
1 |
3 |
4 |
|
Drupal; New Site |
2 |
|
2 |
|
Drupal; Support |
4 |
3 |
7 |
|
Web (WWW); Browsers;
Faculty/Staff |
3 |
|
3 |
|
Web (WWW); Browsers;
Student |
|
2 |
2 |
|
Web (WWW); Web Pages;
Faculty/Staff; Google Search |
2 |
|
2 |
|
Web (WWW); Web Pages;
Faculty/Staff; UD Calendar |
1 |
1 |
2 |
|
Web (WWW); Web Pages;
Faculty/Staff; Web Page |
13 |
|
13 |
|
Web (WWW); Web Pages;
Student; Web Page |
2 |
1 |
3 |
|
Web (WWW); Web Proxy |
1 |
1 |
2 |
| Web
Total |
|
29 |
11 |
40 |
| Grand
Total |
|
762 |
539 |
1301 |
|
|
|
|
|