| IT
Help Center - July 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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Faculty-Staff- all other |
Students-Parents |
Grand Total |
| ProblemType2 |
ProblemType |
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| Central
Systems Access |
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|
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| |
Access; Activate; MVS |
1 |
|
1 |
| |
Access; Activate; UNIX; Faculty/Staff |
6 |
|
6 |
| |
Access; Activate; UNIX; Student |
|
17 |
17 |
| |
Access; CAS Authentication |
3 |
|
3 |
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Access; Change of Owner |
2 |
|
2 |
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Access; Inactive users |
5 |
3 |
8 |
| |
Access; Passwords; MVS |
2 |
|
2 |
| |
Access; Passwords; Unix |
5 |
3 |
8 |
| |
Access; PINS; Faculty/Staff |
3 |
|
3 |
| |
Access; PINS; Student |
|
2 |
2 |
| |
Access; Username |
4 |
4 |
8 |
| |
Learning; WebCT; Login |
2 |
5 |
7 |
| |
Software; Remedy; Access |
1 |
|
1 |
| |
Voice Mail; Resets/Reinitialize; Faculty/Staff |
3 |
|
3 |
| Central
Systems Access Count |
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37 |
34 |
71 |
| |
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| Central
Systems Software |
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Administrative Systems; Web; Web Forms |
14 |
|
14 |
| |
Documentation |
6 |
|
6 |
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EZFORMS; FAI (Request for Services) |
2 |
|
2 |
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EZFORMS; General |
1 |
|
1 |
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EZFORMS; JVs |
1 |
|
1 |
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EZFORMS; Request for Leave |
2 |
|
2 |
| |
Peoplesoft Financials; Using the System |
1 |
|
1 |
| |
Software Distribution |
|
1 |
1 |
| |
Software; Remedy; Bugs |
1 |
|
1 |
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Software; Remedy; Changes |
2 |
|
2 |
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Voice Mail; General Questions |
6 |
|
6 |
| Central
Systems Software Count |
|
36 |
1 |
37 |
| |
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| Connecting
to UD |
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Connection; Ethernet; Faculty/Staff |
17 |
1 |
18 |
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Connection; Ethernet; Student; Troubleshoot |
1 |
20 |
21 |
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Connection; ISP; Faculty/Staff |
2 |
|
2 |
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Connection; ISP; Student |
|
1 |
1 |
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Connection; PPP; Faculty/Staff |
18 |
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18 |
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Connection; PPP; Student |
3 |
10 |
13 |
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Connection; Software; SSH |
1 |
|
1 |
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DCWO |
1 |
|
1 |
| Connecting
to UD Count |
|
43 |
32 |
75 |
| |
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| Desktop
Systems |
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Desktop Systems; Maintenance; Faculty/Staff |
5 |
|
5 |
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Desktop Systems; Setup |
23 |
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23 |
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Desktop Systems; TSC; Pre-purchase |
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8 |
8 |
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Desktop Systems; Use; Faculty/Staff |
54 |
2 |
56 |
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Desktop Systems; Use; Students |
|
10 |
10 |
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LAN; Faculty/Staff |
3 |
|
3 |
| Desktop
Systems Count |
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85 |
20 |
105 |
| |
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| E-mail |
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E-Mail; General; Forward command |
4 |
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4 |
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E-Mail; General; INBOX recover |
8 |
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8 |
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E-Mail; General; INBOX too large |
1 |
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1 |
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E-Mail; General; Mail lists |
3 |
|
3 |
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E-Mail; General; Vacation message |
3 |
|
3 |
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E-Mail; MAC OS X; Faculty/Staff |
6 |
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6 |
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E-Mail; Messenger; Address books |
3 |
|
3 |
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E-Mail; Messenger; General (how to use) |
15 |
|
15 |
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E-Mail; Messenger; Preferences |
3 |
|
3 |
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E-Mail; Mozilla; Faculty/Staff |
13 |
1 |
14 |
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E-Mail; Mozilla; Student |
|
1 |
1 |
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E-Mail; Other |
35 |
5 |
40 |
| |
E-Mail; Outlook Express; Faculty/Staff |
9 |
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9 |
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E-Mail; Outlook Express; Students |
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5 |
5 |
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E-Mail; Outlook; Faculty/Staff |
9 |
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9 |
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E-Mail; Outlook; Student |
|
1 |
1 |
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E-Mail; Pine; Attachments |
1 |
|
1 |
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E-Mail; Pine; How To Use |
4 |
1 |
5 |
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E-Mail; Spam filtering |
3 |
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3 |
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E-Mail; Webmail |
6 |
5 |
11 |
| E-mail
Count |
|
126 |
19 |
145 |
| |
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| General
Information |
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Other |
12 |
3 |
15 |
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Telephone; General; Telephone Services |
1 |
|
1 |
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Telephone; General; Wrong number |
2 |
|
2 |
| General
Information Count |
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15 |
3 |
18 |
| |
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| Learning
Systems |
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Learning; User Services, self-paced mods |
2 |
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2 |
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Learning; WebCT; Other |
7 |
3 |
10 |
| Learning
Systems Count |
|
9 |
3 |
12 |
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| Printing |
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Printing; Local; Faculty/Staff |
8 |
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8 |
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Printing; RJE |
12 |
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12 |
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Printing; Unix; Queue |
1 |
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1 |
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Printing; VendPrint |
2 |
1 |
3 |
| Printing
Count |
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23 |
1 |
24 |
| |
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| Security |
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Security; Copyright |
1 |
5 |
6 |
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Security; Hacking |
12 |
4 |
16 |
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Security; Other |
5 |
3 |
8 |
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Security; Spam; General |
6 |
|
6 |
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Security; Spam; Sending |
3 |
1 |
4 |
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Security; Virus; General Questions |
3 |
|
3 |
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Security; Virus; Has Virus; Faculty/Staff |
63 |
|
63 |
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Security; Virus; Has Virus; Student |
2 |
19 |
21 |
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Security; Virus; Needs software |
4 |
3 |
7 |
| Security
Count |
|
99 |
35 |
134 |
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| Service
Interruption |
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Service Interruption; Central System Outage |
|
1 |
1 |
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Service Interruption; Central System Problem |
11 |
|
11 |
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Service Interruption; Departmental Server |
4 |
|
4 |
| Service
Interruption Count |
|
15 |
1 |
16 |
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| Software |
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Software; Database; Access |
4 |
|
4 |
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Software; Database; Other |
3 |
|
3 |
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Software; Other |
4 |
|
4 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
2 |
|
2 |
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Software; Presentation/Desktop Publish.; Other |
1 |
|
1 |
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Software; Presentation/Desktop Publish.; Quark |
1 |
|
1 |
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Software; Spreadsheets; Excel |
6 |
|
6 |
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Software; Stat/Math Applications; SPSS |
1 |
|
1 |
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Software; UD Thesis; MS Word |
1 |
|
1 |
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Software; Word Processing/Editors; MS Word |
21 |
2 |
23 |
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Software; Word Processing/Editors; Other |
1 |
|
1 |
| Software
Count |
|
45 |
2 |
47 |
| |
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| TSC
Requests |
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TSC; Ethernet; New Setup |
|
1 |
1 |
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TSC; Ethernet; Repair |
1 |
2 |
3 |
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TSC; PPP; New Setup |
12 |
3 |
15 |
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TSC; PPP; Repair |
3 |
|
3 |
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TSC; Special Request |
6 |
1 |
7 |
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TSC; Troubleshoot; Boot Problems |
6 |
2 |
8 |
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TSC; Troubleshoot; Hardware |
3 |
2 |
5 |
| |
TSC; Troubleshoot; Operating System |
6 |
8 |
14 |
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TSC; Troubleshoot; Software |
7 |
4 |
11 |
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TSC; Troubleshoot; Spyware |
6 |
10 |
16 |
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TSC; Virus Repair |
16 |
13 |
29 |
| TSC
Requests Count |
|
66 |
46 |
112 |
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| Using
UNIX |
|
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File Management; Disk Quota |
2 |
|
2 |
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Using Unix; Command syntax |
1 |
|
1 |
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Using Unix; Other |
1 |
1 |
2 |
| Using
UNIX Count |
|
4 |
1 |
5 |
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| Web |
|
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Web (WWW); Web Pages; Faculty/Staff |
15 |
|
15 |
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Web (WWW); Web Pages; Student |
|
3 |
3 |
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Web (WWW); Web Proxy |
2 |
5 |
7 |
| Web
Count |
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17 |
8 |
25 |
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| Grand
Total |
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620 |
206 |
826 |
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