| IT
Help Center - July 2009 |
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| All Reported Problems |
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| Count of Ticket# |
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Faculty-Staff-all
other |
Students-Parents |
Grand Total |
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ProblemType |
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| Central Systems Access |
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Access; Activate; UNIX; Faculty/Staff |
14 |
1 |
15 |
|
Access; Activate; UNIX; Student |
3 |
115 |
118 |
|
Access; CAS Authentication |
|
1 |
1 |
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Access; Inactive users |
21 |
24 |
45 |
|
Access; Other |
1 |
1 |
2 |
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Access; Passwords; Other |
1 |
|
1 |
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Access; Passwords; Unix |
4 |
40 |
44 |
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Access; PINS; Faculty/Staff |
2 |
|
2 |
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Access; PINS; Student |
9 |
29 |
38 |
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Access; UD ID |
2 |
4 |
6 |
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Access; UDelNetID |
2 |
7 |
9 |
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Drupal; Access |
3 |
|
3 |
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Exchange; Blackberry; Activation |
5 |
|
5 |
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Exchange; New Account |
10 |
|
10 |
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Exchange; Password Reset |
11 |
|
11 |
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Exchange; Username Change |
1 |
|
1 |
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Learning; MyCourses; Login |
1 |
|
1 |
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Learning; Sakai; Login |
11 |
4 |
15 |
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Sharepoint; New Account |
1 |
1 |
2 |
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Software; Remedy; Access |
4 |
|
4 |
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Voice Mail; Resets/Reinitialize; Faculty/Staff |
2 |
|
2 |
| Central Systems
Access Count |
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108 |
227 |
335 |
| Central Systems Software |
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Administrative Systems; Peoplesoft; Financials |
7 |
|
7 |
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Administrative Systems; Peoplesoft; UDSIS |
7 |
19 |
26 |
|
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
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Administrative Systems; Web; Web Forms |
14 |
2 |
16 |
|
Documentation |
7 |
|
7 |
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Software Distribution |
|
1 |
1 |
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Software; Remedy; Bugs |
2 |
|
2 |
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Software; Remedy; Changes |
3 |
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3 |
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Voice Mail; General Questions |
4 |
3 |
7 |
| Central Systems
Software Count |
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45 |
25 |
70 |
| Computing Systems |
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Departmental Servers; Other |
12 |
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12 |
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Departmental Servers; Samba |
3 |
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3 |
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Desktop Systems; Complaints; Student |
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1 |
1 |
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Desktop Systems; Maintenance; Faculty/Staff |
5 |
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5 |
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Desktop Systems; Maintenance; Student |
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1 |
1 |
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Desktop Systems; Setup |
6 |
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6 |
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Desktop Systems; TSC; Pre-purchase |
1 |
10 |
11 |
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Desktop Systems; TSC; Software assistance |
|
3 |
3 |
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Desktop Systems; Use; Faculty/Staff |
38 |
2 |
40 |
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Desktop Systems; Use; Students |
2 |
9 |
11 |
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LAN; Faculty/Staff |
1 |
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1 |
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Virus; General Questions |
2 |
4 |
6 |
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Virus; Has Virus (port not off); Faculty/Staff |
4 |
1 |
5 |
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Virus; Has Virus (port not off); Student |
3 |
2 |
5 |
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Virus; Needs Software |
3 |
2 |
5 |
| Computing Systems
Count |
|
80 |
35 |
115 |
| Connecting to UD |
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Connection; Ethernet; Faculty/Staff; Register |
1 |
1 |
2 |
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Connection; Ethernet; Faculty/Staff; slow Connection |
1 |
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1 |
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Connection; Ethernet; Faculty/Staff; Troubleshoot |
11 |
1 |
12 |
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Connection; Ethernet; Faculty/Staff; Troubleshoot Activate |
1 |
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1 |
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Connection; Ethernet; Student; Register |
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3 |
3 |
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Connection; Ethernet; Student; Troubleshoot |
1 |
3 |
4 |
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Connection; Guest Registration |
10 |
1 |
11 |
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Connection; IP; Duplicate |
1 |
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1 |
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Connection; IP; Troubleshoot |
2 |
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2 |
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Connection; ISP; Student |
|
1 |
1 |
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Connection; PPP; Faculty/Staff |
6 |
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6 |
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Connection; PPP; Student |
1 |
|
1 |
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Connection; Software; SSH |
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1 |
1 |
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Connection; VPN |
6 |
2 |
8 |
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Connection; Wireless; Faculty/Staff |
4 |
1 |
5 |
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Connection; Wireless; Student |
1 |
8 |
9 |
| Connecting to UD
Count |
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46 |
22 |
68 |
| E-mail |
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E-Mail; DropBox |
4 |
1 |
5 |
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E-Mail; General; Forward command |
1 |
7 |
8 |
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E-Mail; General; INBOX recover messages |
4 |
1 |
5 |
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E-Mail; MAC OS X; Faculty/Staff |
1 |
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1 |
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E-Mail; Mail Lists; General |
8 |
1 |
9 |
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E-Mail; Mail Lists; Lists |
15 |
2 |
17 |
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E-Mail; Mail Lists; PO Box |
5 |
1 |
6 |
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E-Mail; Mail Lists; Shared Mailbox |
3 |
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3 |
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E-Mail; Mirapoint; Faculty/Staff |
4 |
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4 |
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E-Mail; Mirapoint; Student |
1 |
6 |
7 |
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E-Mail; Mozilla; Faculty/Staff |
2 |
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2 |
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E-Mail; Other |
12 |
9 |
21 |
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E-Mail; Outlook; Faculty/Staff |
7 |
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7 |
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E-Mail; Pine |
1 |
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1 |
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E-Mail; Quota |
10 |
3 |
13 |
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E-Mail; Spam filtering |
5 |
1 |
6 |
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E-Mail; Thunderbird; Faculty/Staff |
11 |
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11 |
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E-Mail; Thunderbird; Student |
1 |
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1 |
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E-Mail; Webmail; Faculty/Staff |
9 |
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9 |
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E-Mail; Webmail; Student |
|
5 |
5 |
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Exchange; Blackberry; Help |
5 |
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5 |
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Exchange; General Help |
17 |
1 |
18 |
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Exchange; Outlook |
10 |
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10 |
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Exchange; Quota |
2 |
2 |
4 |
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Exchange; Shared Mailbox |
3 |
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3 |
| E-mail Count |
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141 |
40 |
181 |
| General Information |
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Computing Sites |
1 |
2 |
3 |
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General; General Questions |
6 |
1 |
7 |
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General; New Student Questions |
|
9 |
9 |
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Library |
2 |
3 |
5 |
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Other |
32 |
12 |
44 |
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Telephone; Cellular Wireless |
33 |
1 |
34 |
| General
Information Count |
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74 |
28 |
102 |
| Learning Systems |
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Instructional Technology; Audio/Visual Equip fail (UMS) |
1 |
1 |
2 |
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Learning; MyCourses; Other |
4 |
2 |
6 |
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Learning; Sakai; Comments |
1 |
|
1 |
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Learning; Sakai; OHS |
1 |
|
1 |
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Learning; Sakai; Other |
28 |
10 |
38 |
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Learning; Sakai; Projects |
|
1 |
1 |
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Learning; User Services, self-paced mods |
1 |
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1 |
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Test Scoring, Freq. Scanning |
1 |
|
1 |
| Learning Systems
Count |
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37 |
14 |
51 |
| Printing |
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Printing; Local; Faculty/Staff |
6 |
1 |
7 |
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Printing; Network; Faculty/Staff |
7 |
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7 |
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Printing; Unix; Color/Poster |
1 |
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1 |
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Printing; VendPrint |
2 |
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2 |
| Printing Count |
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16 |
1 |
17 |
| Security |
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Security; Compromised |
9 |
12 |
21 |
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Security; Copyright |
6 |
7 |
13 |
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Security; Other |
4 |
1 |
5 |
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Security; Rogue DHCP |
3 |
|
3 |
| Security Count |
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22 |
20 |
42 |
| Service Interruption |
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Service Interruption; Central System Outage |
2 |
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2 |
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Sharepoint; Help |
2 |
|
2 |
| Service
Interruption Count |
|
4 |
|
4 |
| Software |
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|
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Drupal; New Site |
8 |
1 |
9 |
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Drupal; Support |
11 |
|
11 |
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Qualtrics (Survey/Polls) |
1 |
|
1 |
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Sharepoint; New Site |
1 |
|
1 |
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Software; Database; Access |
4 |
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4 |
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Software; Database; Other |
3 |
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3 |
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Software; Office |
2 |
1 |
3 |
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Software; Other |
7 |
1 |
8 |
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Software; Presentation/Desktop Publish.; Other |
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; Maple |
1 |
1 |
2 |
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Software; Stat/Math Applications; Mathematica |
|
1 |
1 |
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Software; Stat/Math Applications; Matlab |
2 |
2 |
4 |
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Software; Stat/Math Applications; Other Stat/Math Problems |
1 |
|
1 |
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Software; UD Thesis; MS Word |
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5 |
5 |
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Software; UD Thesis; Tex, LaTex, AmsTex, emTex |
|
1 |
1 |
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Software; Word Processing/Editors; LaTeX |
1 |
|
1 |
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Software; Word Processing/Editors; MS Word |
11 |
1 |
12 |
| Software Count |
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58 |
14 |
72 |
| TSC Requests |
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TSC; Ethernet; New Setup |
2 |
1 |
3 |
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TSC; Ethernet; Repair |
3 |
1 |
4 |
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TSC; Special Request |
12 |
3 |
15 |
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TSC; Troubleshoot; Boot Problems |
6 |
7 |
13 |
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TSC; Troubleshoot; Hardware |
4 |
6 |
10 |
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TSC; Troubleshoot; Operating System |
2 |
2 |
4 |
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TSC; Troubleshoot; Software |
2 |
1 |
3 |
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TSC; Virus Repair |
13 |
4 |
17 |
| TSC Requests
Count |
|
44 |
25 |
69 |
| Using UNIX |
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Using Unix; Other |
1 |
|
1 |
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Using Unix; Setup problems |
2 |
1 |
3 |
| Using UNIX Count |
|
3 |
1 |
4 |
| Web |
|
|
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Web (WWW); Administrative Forms |
1 |
|
1 |
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Web (WWW); Browsers; Faculty/Staff |
1 |
|
1 |
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Web (WWW); Browsers; Student |
|
2 |
2 |
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Web (WWW); Web Pages; Faculty/Staff; Google Search |
2 |
|
2 |
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Web (WWW); Web Pages; Faculty/Staff; UD Calendar |
2 |
|
2 |
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Web (WWW); Web Pages; Faculty/Staff; Web Page |
9 |
1 |
10 |
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Web (WWW); Web Pages; Student; Web Page |
|
2 |
2 |
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Web (WWW); Web Proxy |
1 |
|
1 |
| Web Count |
|
16 |
5 |
21 |
| Grand Total |
|
694 |
457 |
1151 |
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