| IT
Help Center - June 2004 |
|
|
|
|
| All Reported Problems |
|
|
|
|
| |
|
|
|
|
| Count of Ticket# |
|
Classification2 |
Classification |
|
| |
|
Faculty-Staff-all other |
Students-Parents |
Grand Total |
| ProblemType2 |
ProblemType |
|
|
|
| Central
Systems Access |
|
|
|
|
| |
Access; Activate; MVS |
3 |
|
3 |
| |
Access; Activate; UNIX; Faculty/Staff |
4 |
|
4 |
| |
Access; Activate; UNIX; Student |
1 |
8 |
9 |
| |
Access; CAS Authentication |
2 |
|
2 |
| |
Access; Change of Owner |
3 |
|
3 |
| |
Access; Inactive users |
|
5 |
5 |
| |
Access; Out of funds |
2 |
|
2 |
| |
Access; Passwords; MVS |
7 |
|
7 |
| |
Access; Passwords; Other |
|
1 |
1 |
| |
Access; Passwords; Unix |
8 |
7 |
15 |
| |
Access; PINS; Faculty/Staff |
1 |
|
1 |
| |
Access; PINS; Student |
|
4 |
4 |
| |
Access; Username |
6 |
1 |
7 |
| |
Learning; WebCT; Login |
1 |
8 |
9 |
| |
Peoplesoft Financials; Logon |
1 |
|
1 |
| |
Software; Remedy; Access |
1 |
|
1 |
| |
Voice Mail; Resets/Reinitialize; Faculty/Staff |
1 |
|
1 |
| |
Voice Mail; Resets/Reinitialize; Student |
1 |
|
1 |
| Central
Systems Access Count |
|
42 |
34 |
76 |
| |
|
|
|
|
| Central
Systems Software |
|
|
|
|
| |
Administrative Systems; DEV; ADVANCE Alumni/Development |
3 |
|
3 |
| |
Administrative Systems; FIS; Loan Management (Student
Loan) |
1 |
|
1 |
| |
Administrative Systems; Reporting; Supernatural |
1 |
|
1 |
| |
Administrative Systems; SIS; SIS+ |
1 |
1 |
2 |
| |
Administrative Systems; SIS; Student Records (100-199) |
2 |
|
2 |
| |
Administrative Systems; Web; Web Forms |
16 |
|
16 |
| |
Documentation |
1 |
|
1 |
| |
EZFORMS; Class Roster Request |
1 |
|
1 |
| |
EZFORMS; FAI (Request for Services) |
6 |
|
6 |
| |
EZFORMS; General |
1 |
|
1 |
| |
EZFORMS; JVs |
3 |
|
3 |
| |
EZFORMS; Student/Fac/Staff Billing |
2 |
|
2 |
| |
Software Distribution |
1 |
|
1 |
| |
Software; Remedy; Changes |
1 |
|
1 |
| |
Voice Mail; General Questions |
7 |
|
7 |
| Central
Systems Software Count |
|
47 |
1 |
48 |
| |
|
|
|
|
| Connecting
to UD |
|
|
|
|
| |
Connection; Duplicate IP |
4 |
|
4 |
| |
Connection; Ethernet; Faculty/Staff |
31 |
|
31 |
| |
Connection; Ethernet; Student; Troubleshoot |
4 |
25 |
29 |
| |
Connection; PPP; Faculty/Staff |
22 |
1 |
23 |
| |
Connection; PPP; Student |
8 |
14 |
22 |
| |
Connection; Software; FTP |
2 |
|
2 |
| |
Connection; Software; Other |
|
1 |
1 |
| |
Connection; Software; SSH |
1 |
|
1 |
| |
Connection; Software; Telnet |
1 |
|
1 |
| |
Connection; Wireless; Faculty/Staff |
4 |
|
4 |
| |
Connection; Wireless; Student |
1 |
|
1 |
| Connecting
to UD Count |
|
78 |
41 |
119 |
| |
|
|
|
|
| Desktop
Systems |
|
|
|
|
| |
Desktop Systems; Maintenance; Faculty/Staff |
4 |
|
4 |
| |
Desktop Systems; Setup |
19 |
1 |
20 |
| |
Desktop Systems; TSC; Pre-purchase |
2 |
5 |
7 |
| |
Desktop Systems; Use; Faculty/Staff |
42 |
|
42 |
| |
Desktop Systems; Use; Students |
|
13 |
13 |
| Desktop
Systems Count |
|
67 |
19 |
86 |
| |
|
|
|
|
| E-mail |
|
|
|
|
| |
E-Mail; General; Forward command |
3 |
2 |
5 |
| |
E-Mail; General; INBOX corrupted |
1 |
|
1 |
| |
E-Mail; General; INBOX recover |
5 |
1 |
6 |
| |
E-Mail; General; INBOX too large |
1 |
2 |
3 |
| |
E-Mail; General; Mail lists |
4 |
|
4 |
| |
E-Mail; General; Vacation message |
4 |
|
4 |
| |
E-Mail; MAC OS X; Faculty/Staff |
6 |
|
6 |
| |
E-Mail; Messenger; Compact folders |
1 |
|
1 |
| |
E-Mail; Messenger; Delete messages |
3 |
|
3 |
| |
E-Mail; Messenger; General (how to use) |
23 |
|
23 |
| |
E-Mail; Messenger; Preferences |
2 |
|
2 |
| |
E-Mail; Other |
17 |
5 |
22 |
| |
E-Mail; Outlook Express; Faculty/Staff |
15 |
|
15 |
| |
E-Mail; Outlook Express; Students |
|
1 |
1 |
| |
E-Mail; Outlook; Faculty/Staff |
7 |
1 |
8 |
| |
E-Mail; Pine; Mail lock or corrupted inbox |
1 |
|
1 |
| |
E-Mail; Spam filtering |
9 |
3 |
12 |
| |
E-Mail; Webmail |
2 |
7 |
9 |
| E-mail
Count |
|
104 |
22 |
126 |
| |
|
|
|
|
| General
Information |
|
|
|
|
| |
Library |
1 |
|
1 |
| |
Other |
9 |
1 |
10 |
| |
Telephone; General; Telephone Services |
2 |
|
2 |
| |
Telephone; General; Wrong number |
1 |
2 |
3 |
| General
Information Count |
|
13 |
3 |
16 |
| |
|
|
|
|
| Learning
Systems |
|
|
|
|
| |
Instructional Technology; Multimedia |
1 |
|
1 |
| |
Learning; WebCT; Other |
4 |
15 |
19 |
| Learning
Systems Count |
|
5 |
15 |
20 |
| |
|
|
|
|
| Printing |
|
|
|
|
| |
Printing; Local; Faculty/Staff |
23 |
|
23 |
| |
Printing; RJE |
8 |
|
8 |
| |
Scanning |
1 |
|
1 |
| Printing
Count |
|
32 |
|
32 |
| |
|
|
|
|
| Security |
|
|
|
|
| |
Security; Bandwidth |
|
1 |
1 |
| |
Security; Copyright |
4 |
2 |
6 |
| |
Security; Hacking |
35 |
2 |
37 |
| |
Security; Other |
3 |
|
3 |
| |
Security; Spam; General |
4 |
|
4 |
| |
Security; Spam; Sending |
2 |
1 |
3 |
| |
Security; Virus; General Questions |
5 |
|
5 |
| |
Security; Virus; Has Virus; Faculty/Staff |
118 |
|
118 |
| |
Security; Virus; Has Virus; Student |
3 |
47 |
50 |
| |
Security; Virus; How to use software |
1 |
1 |
2 |
| |
Security; Virus; Needs software |
5 |
2 |
7 |
| Security
Count |
|
180 |
56 |
236 |
| |
|
|
|
|
| Service
Interruption |
|
|
|
|
| |
Service Interruption; Central System Problem |
1 |
|
1 |
| |
Service Interruption; Departmental Server |
9 |
|
9 |
| Service
Interruption Count |
|
10 |
|
10 |
| |
|
|
|
|
| Software |
|
|
|
|
| |
Software; Database; Access |
2 |
|
2 |
| |
Software; Other |
6 |
1 |
7 |
| |
Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
|
1 |
| |
Software; Presentation/Desktop Publish.; Other |
2 |
2 |
4 |
| |
Software; Presentation/Desktop Publish.; Powerpoint |
2 |
|
2 |
| |
Software; Spreadsheets; Excel |
7 |
|
7 |
| |
Software; Stat/Math Applications; Matlab |
2 |
|
2 |
| |
Software; UD Thesis; MS Word |
2 |
|
2 |
| |
Software; UD Thesis; Word Perfect |
|
1 |
1 |
| |
Software; Word Processing/Editors; MS Word |
8 |
|
8 |
| |
Software; Word Processing/Editors; Word Perfect |
1 |
|
1 |
| Software
Count |
|
33 |
4 |
37 |
| |
|
|
|
|
| TSC
Requests |
|
|
|
|
| |
TSC; Ethernet; Repair |
1 |
2 |
3 |
| |
TSC; PPP; New Setup |
15 |
1 |
16 |
| |
TSC; PPP; Repair |
8 |
3 |
11 |
| |
TSC; Special Request |
13 |
3 |
16 |
| |
TSC; Troubleshoot; Boot Problems |
6 |
4 |
10 |
| |
TSC; Troubleshoot; Hardware |
3 |
3 |
6 |
| |
TSC; Troubleshoot; Operating System |
6 |
5 |
11 |
| |
TSC; Troubleshoot; Software |
9 |
7 |
16 |
| |
TSC; Troubleshoot; Spyware |
3 |
16 |
19 |
| |
TSC; Virus Repair |
22 |
19 |
41 |
| TSC
Requests Count |
|
86 |
63 |
149 |
| |
|
|
|
|
| Using
UNIX |
|
|
|
|
| |
File Management; Disk Quota |
5 |
|
5 |
| |
Using Unix; Command syntax |
3 |
|
3 |
| |
Using Unix; Other |
6 |
|
6 |
| Using
UNIX Count |
|
14 |
|
14 |
| |
|
|
|
|
| Web |
|
|
|
|
| |
Web (WWW); Browsers; Faculty/Staff |
4 |
|
4 |
| |
Web (WWW); Web Pages; Faculty/Staff |
16 |
|
16 |
| |
Web (WWW); Web Pages; Student |
|
8 |
8 |
| |
Web (WWW); Web Proxy |
3 |
7 |
10 |
| Web
Count |
|
23 |
15 |
38 |
| |
|
|
|
|
| Grand
Total |
|
734 |
273 |
1007 |
| |
|
|
|
|
|
|
|
|
|