| IT
Help Center - June 2009 |
|
|
|
|
| All Reported Problems |
|
|
|
|
|
|
|
|
|
| Count of Ticket# |
|
|
|
|
|
|
Faculty-Staff-all
other |
Students-Parents |
Grand
Total |
| |
ProblemType |
|
|
|
| Central Systems Access |
|
|
|
|
|
Access; Activate; UNIX; Faculty/Staff |
5 |
|
5 |
|
Access; Activate; UNIX; Student |
12 |
109 |
121 |
|
Access; CAS Authentication |
|
2 |
2 |
|
Access; Change of Owner |
3 |
|
3 |
|
Access; Inactive users |
5 |
13 |
18 |
|
Access; Passwords; Other |
|
3 |
3 |
|
Access; Passwords; Unix |
19 |
30 |
49 |
|
Access; PINS; Faculty/Staff |
4 |
1 |
5 |
|
Access; PINS; Student |
4 |
13 |
17 |
|
Access; UD ID |
4 |
9 |
13 |
|
Access; UDelNetID |
3 |
13 |
16 |
|
Access; UNIX |
2 |
|
2 |
|
Drupal; Access |
4 |
|
4 |
|
Exchange; Blackberry; Activation |
4 |
1 |
5 |
|
Exchange; New Account |
18 |
1 |
19 |
|
Exchange; Password Reset |
5 |
1 |
6 |
|
Exchange; Username Change |
1 |
|
1 |
|
Learning; MyCourses; Login |
1 |
7 |
8 |
|
Learning; Sakai; Login |
11 |
12 |
23 |
|
Sharepoint; New Account |
5 |
|
5 |
|
Software; Calendar Server (SunOne); Access |
3 |
|
3 |
|
Software; Remedy; Access |
3 |
|
3 |
|
Voice Mail; Resets/Reinitialize; Faculty/Staff |
1 |
|
1 |
|
Voice Mail; Resets/Reinitialize; Student |
|
1 |
1 |
| Central Systems
Access Count |
|
117 |
216 |
333 |
| Central Systems Software |
|
|
|
|
|
Administrative Systems; Peoplesoft; Financials |
3 |
|
3 |
|
Administrative Systems; Peoplesoft; UDSIS |
17 |
13 |
30 |
|
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
|
Administrative Systems; Web; Web Forms |
19 |
|
19 |
|
Documentation |
2 |
|
2 |
|
Software Distribution |
4 |
|
4 |
|
Software; Remedy; Changes |
5 |
|
5 |
|
Voice Mail; General Questions |
1 |
|
1 |
| Central Systems
Software Count |
|
52 |
13 |
65 |
| Computing Systems |
|
|
|
|
|
Departmental Servers; Other |
10 |
2 |
12 |
|
Departmental Servers; Samba |
2 |
1 |
3 |
|
Desktop Systems; Complaints; Student |
|
1 |
1 |
|
Desktop Systems; Maintenance; Faculty/Staff |
2 |
|
2 |
|
Desktop Systems; Maintenance; Student |
|
3 |
3 |
|
Desktop Systems; Setup |
6 |
|
6 |
|
Desktop Systems; TSC; Pre-purchase |
2 |
10 |
12 |
|
Desktop Systems; TSC; Software assistance |
|
2 |
2 |
|
Desktop Systems; Use; Faculty/Staff |
38 |
2 |
40 |
|
Desktop Systems; Use; Students |
1 |
6 |
7 |
|
Drupal; New Site |
7 |
|
7 |
|
Drupal; Support |
6 |
|
6 |
|
Drupal; Training |
1 |
|
1 |
|
Other, Nursing Server |
1 |
|
1 |
|
Security; PNPI |
1 |
|
1 |
|
Sharepoint; Help |
3 |
1 |
4 |
|
Sharepoint; New Site |
3 |
|
3 |
|
Virus; General Questions |
3 |
|
3 |
|
Virus; Has Virus (port not off); Faculty/Staff |
5 |
|
5 |
|
Virus; Has Virus (port not off); Student |
|
4 |
4 |
|
Virus; Needs Software |
3 |
2 |
5 |
| Computing Systems
Count |
|
94 |
34 |
128 |
| Connecting to UD |
|
|
|
|
|
Connection; Ethernet; Faculty/Staff; Register |
6 |
1 |
7 |
|
Connection; Ethernet; Faculty/Staff; Troubleshoot |
12 |
1 |
13 |
|
Connection; Ethernet; Student; Register |
2 |
3 |
5 |
|
Connection; Ethernet; Student; Troubleshoot |
2 |
4 |
6 |
|
Connection; Guest Registration |
21 |
1 |
22 |
|
Connection; IP; Troubleshoot |
5 |
2 |
7 |
|
Connection; ISP; Faculty/Staff |
3 |
|
3 |
|
Connection; PPP; Faculty/Staff |
9 |
|
9 |
|
Connection; PPP; Student |
1 |
|
1 |
|
Connection; VPN |
6 |
|
6 |
|
Connection; Wireless; Faculty/Staff |
7 |
|
7 |
|
Connection; Wireless; Student |
2 |
13 |
15 |
| Connecting to UD
Count |
|
76 |
25 |
101 |
| E-mail |
|
|
|
|
|
E-Mail; DropBox |
5 |
|
5 |
|
E-Mail; General; Forward command |
3 |
2 |
5 |
|
E-Mail; General; INBOX recover messages |
3 |
4 |
7 |
|
E-Mail; General; INBOX too large |
|
1 |
1 |
|
E-Mail; MAC OS X; Faculty/Staff |
7 |
|
7 |
|
E-Mail; Mail Lists; Bulk Tickets |
|
1 |
1 |
|
E-Mail; Mail Lists; General |
5 |
2 |
7 |
|
E-Mail; Mail Lists; Lists |
15 |
|
15 |
|
E-Mail; Mail Lists; PO Box |
2 |
|
2 |
|
E-Mail; Mail Lists; Shared Mailbox |
1 |
1 |
2 |
|
E-Mail; Mirapoint; Faculty/Staff |
11 |
|
11 |
|
E-Mail; Mirapoint; Student |
|
2 |
2 |
|
E-Mail; Mozilla; Faculty/Staff |
1 |
|
1 |
|
E-Mail; Other |
13 |
13 |
26 |
|
E-Mail; Outlook Express; Faculty/Staff |
4 |
|
4 |
|
E-Mail; Outlook; Faculty/Staff |
10 |
|
10 |
|
E-Mail; Outlook; Student |
|
2 |
2 |
|
E-Mail; Quota |
14 |
6 |
20 |
|
E-Mail; Spam filtering |
10 |
3 |
13 |
|
E-Mail; Thunderbird; Faculty/Staff |
13 |
1 |
14 |
|
E-Mail; Thunderbird; Student |
|
1 |
1 |
|
E-Mail; Webmail; Faculty/Staff |
7 |
|
7 |
|
E-Mail; Webmail; Student |
|
8 |
8 |
|
Exchange; Blackberry; Help |
9 |
|
9 |
|
Exchange; General Help |
11 |
1 |
12 |
|
Exchange; Outlook |
17 |
1 |
18 |
|
Exchange; Quota |
1 |
|
1 |
|
Exchange; Shared Mailbox |
3 |
|
3 |
| E-mail Count |
|
165 |
49 |
214 |
| General Information |
|
|
|
|
|
Computing Sites |
1 |
2 |
3 |
|
General; General Questions |
6 |
3 |
9 |
|
General; New Student Questions |
|
4 |
4 |
|
Library |
|
1 |
1 |
|
Other |
27 |
5 |
32 |
|
Telephone; Cellular Wireless |
38 |
|
38 |
| General
Information Count |
|
72 |
15 |
87 |
| Learning Systems |
|
|
|
|
|
Instructional Technology; Audio/Visual Equip fail (UMS) |
1 |
|
1 |
|
Instructional Technology; Classroom Setup |
|
1 |
1 |
|
Learning; MyCourses; Other |
4 |
11 |
15 |
|
Learning; Sakai; Comments |
3 |
|
3 |
|
Learning; Sakai; Other |
34 |
14 |
48 |
|
Learning; Sakai; Projects |
2 |
1 |
3 |
|
Learning; User Services, self-paced mods |
6 |
|
6 |
|
Test Scoring, Freq. Scanning |
2 |
1 |
3 |
| Learning Systems
Count |
|
52 |
28 |
80 |
| Printing |
|
|
|
|
|
Printing; Local; Faculty/Staff |
1 |
|
1 |
|
Printing; Network; Faculty/Staff |
3 |
|
3 |
|
Printing; Network; Student |
1 |
1 |
2 |
|
Printing; Unix; Queue |
1 |
|
1 |
|
Scanning |
2 |
|
2 |
| Printing Count |
|
8 |
1 |
9 |
| Security |
|
|
|
|
|
Security; Compromised |
45 |
61 |
106 |
|
Security; Copyright |
2 |
12 |
14 |
|
Security; Other |
11 |
2 |
13 |
|
Security; Rogue DHCP |
2 |
|
2 |
| Security Count |
|
60 |
75 |
135 |
| Software |
|
|
|
|
|
Qualtrics (Survey/Polls) |
1 |
2 |
3 |
|
Software; Database; Access |
2 |
|
2 |
|
Software; Database; Other |
1 |
|
1 |
|
Software; Graphics |
1 |
|
1 |
|
Software; Office |
4 |
2 |
6 |
|
Software; Other |
8 |
13 |
21 |
|
Software; Presentation/Desktop Publish.; Other |
|
1 |
1 |
|
Software; Programming Languages |
1 |
|
1 |
|
Software; Spreadsheets; Excel |
6 |
|
6 |
|
Software; Stat/Math Applications; Mathematica |
|
1 |
1 |
|
Software; Stat/Math Applications; Matlab |
2 |
3 |
5 |
|
Software; Stat/Math Applications; Other Stat/Math Problems |
1 |
2 |
3 |
|
Software; Stat/Math Applications; SAS |
1 |
|
1 |
|
Software; UD Thesis; MS Word |
|
3 |
3 |
|
Software; UD Thesis; Tex, LaTex, AmsTex, emTex |
|
1 |
1 |
|
Software; Word Processing/Editors; MS Word |
10 |
|
10 |
|
Software; Word Processing/Editors; Other |
1 |
|
1 |
| Software Count |
|
39 |
28 |
67 |
| TSC Requests |
|
|
|
|
|
TSC; Ethernet; New Setup |
|
1 |
1 |
|
TSC; Ethernet; Repair |
1 |
1 |
2 |
|
TSC; PPP; Repair |
2 |
1 |
3 |
|
TSC; Special Request |
6 |
1 |
7 |
|
TSC; Troubleshoot; Boot Problems |
7 |
4 |
11 |
|
TSC; Troubleshoot; Hardware |
3 |
2 |
5 |
|
TSC; Troubleshoot; Operating System |
4 |
1 |
5 |
|
TSC; Troubleshoot; Software |
8 |
1 |
9 |
|
TSC; Troubleshoot; Spyware |
1 |
|
1 |
|
TSC; Virus Repair |
8 |
7 |
15 |
| TSC Requests
Count |
|
40 |
19 |
59 |
| Using UNIX |
|
|
|
|
|
File Management; Disk Quota |
|
1 |
1 |
|
Using Unix; Other |
2 |
|
2 |
| Using UNIX Count |
|
2 |
1 |
3 |
| Web |
|
|
|
|
|
Web (WWW); Administrative Forms |
1 |
1 |
2 |
|
Web (WWW); Browsers; Faculty/Staff |
3 |
|
3 |
|
Web (WWW); Web Pages; Faculty/Staff; Google Search |
4 |
|
4 |
|
Web (WWW); Web Pages; Faculty/Staff; UD Calendar |
1 |
|
1 |
|
Web (WWW); Web Pages; Faculty/Staff; Web Page |
12 |
|
12 |
|
Web (WWW); Web Pages; Student; Web Page |
|
1 |
1 |
|
Web (WWW); Web Proxy |
1 |
1 |
2 |
| Web Count |
|
22 |
3 |
25 |
| Grand Total |
|
799 |
507 |
1306 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|