| IT Help Center - March 2009 |
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| All Reported Problems |
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Faculty-Staff-all other |
Students - Parents |
Grand Total |
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| Problem
Categories |
ProblemType |
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| Central Systems Access |
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Access; Activate;
UNIX; Faculty/Staff |
11 |
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11 |
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Access;
Activate; UNIX; Student |
1 |
5 |
6 |
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Access; CAS
Authentication |
5 |
1 |
6 |
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Access; Change
of Owner |
3 |
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3 |
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Access;
Inactive users |
22 |
44 |
66 |
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Access;
Passwords; Other |
|
1 |
1 |
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Access;
Passwords; Unix |
10 |
7 |
17 |
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Access; PINS;
Faculty/Staff |
4 |
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4 |
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Access; PINS;
Student |
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3 |
3 |
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Access; UD ID |
2 |
2 |
4 |
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Access;
UDelNetID |
3 |
1 |
4 |
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Access; UNIX |
1 |
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1 |
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Drupal; New
Site |
12 |
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12 |
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Exchange; New
Account |
15 |
2 |
17 |
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Learning;
Sakai; Login |
10 |
3 |
13 |
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Sharepoint;
New Account |
3 |
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3 |
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Sharepoint;
New Site |
4 |
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4 |
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Software;
Calendar Server (SunOne); Access |
2 |
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2 |
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Software;
Remedy; Access |
3 |
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3 |
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Voice Mail;
Resets/Reinitialize; Faculty/Staff |
1 |
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1 |
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| Central Systems
Access Count |
|
112 |
69 |
181 |
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| Central Systems Software |
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Administrative
Systems; Peoplesoft; Financials |
3 |
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3 |
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Administrative
Systems; Peoplesoft; UDSIS |
8 |
6 |
14 |
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Administrative
Systems; Reporting; Cognos |
1 |
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1 |
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Administrative
Systems; Reporting; Data Warehousing |
1 |
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1 |
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Administrative
Systems; Web; Web Forms |
17 |
1 |
18 |
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Documentation |
2 |
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2 |
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Software;
Remedy; Changes |
1 |
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1 |
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Voice Mail;
General Questions |
2 |
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2 |
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Web (WWW);
Administrative Forms |
1 |
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1 |
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| Central Systems
Software Count |
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36 |
7 |
43 |
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| 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; Faculty/Staff |
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1 |
1 |
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Desktop
Systems; Maintenance; Faculty/Staff |
4 |
2 |
6 |
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Desktop
Systems; Maintenance; Student |
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9 |
9 |
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Desktop
Systems; TSC; Pre-purchase |
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2 |
2 |
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Desktop
Systems; TSC; Software assistance |
1 |
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1 |
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Desktop
Systems; Use; Faculty/Staff |
44 |
1 |
45 |
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Desktop
Systems; Use; Students |
1 |
47 |
48 |
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Drupal;
Support |
2 |
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2 |
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Sharepoint;
Help |
7 |
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7 |
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Virus/Spyware |
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1 |
1 |
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Virus; General
Questions |
19 |
4 |
23 |
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Virus; Has
Virus (port not off); Faculty/Staff |
10 |
1 |
11 |
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Virus; Has
Virus (port not off); Student |
1 |
30 |
31 |
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Virus; Needs
Software |
10 |
7 |
17 |
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| Computing Systems
Count |
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114 |
105 |
219 |
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| Connecting to UD |
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Connection;
Ethernet; Faculty/Staff; Register |
9 |
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9 |
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Connection;
Ethernet; Faculty/Staff; Troubleshoot |
5 |
3 |
8 |
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Connection;
Ethernet; Student; Register |
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10 |
10 |
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Connection;
Ethernet; Student; Troubleshoot |
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20 |
20 |
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Connection;
Guest Registration |
4 |
1 |
5 |
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Connection;
IP; Duplicate |
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2 |
2 |
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Connection;
IP; Troubleshoot |
1 |
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1 |
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Connection;
ISP; Faculty/Staff |
2 |
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2 |
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Connection;
ISP; Student |
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1 |
1 |
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Connection;
PPP; Faculty/Staff |
2 |
1 |
3 |
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Connection;
Software; FTP |
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1 |
1 |
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Connection;
Software; SSH |
4 |
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4 |
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Connection;
VPN |
3 |
1 |
4 |
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Connection;
Wireless; Faculty/Staff |
8 |
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8 |
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Connection;
Wireless; Student |
1 |
17 |
18 |
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DCWO |
1 |
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1 |
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| Connecting to UD
Count |
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40 |
57 |
97 |
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| E-mail |
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E-Mail; DropBox |
6 |
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6 |
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E-Mail;
General; Forward command |
2 |
2 |
4 |
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E-Mail;
General; INBOX recover messages |
1 |
1 |
2 |
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E-Mail;
General; INBOX too large |
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1 |
1 |
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E-Mail; MAC OS
X; Faculty/Staff |
1 |
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1 |
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E-Mail; MAC OS
X; Student |
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1 |
1 |
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E-Mail; Mail
Lists; General |
2 |
1 |
3 |
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E-Mail; Mail
Lists; Lists and Aliases |
14 |
3 |
17 |
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E-Mail; Mail
Lists; Lists PO Box |
23 |
3 |
26 |
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E-Mail; Mail
Lists; Shared Mailbox |
3 |
1 |
4 |
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E-Mail;
Mirapoint; Faculty/Staff |
6 |
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6 |
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E-Mail;
Mirapoint; Student |
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2 |
2 |
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E-Mail;
Mozilla; Faculty/Staff |
7 |
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7 |
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E-Mail; Other |
22 |
1 |
23 |
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E-Mail;
Outlook Express; Faculty/Staff |
2 |
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2 |
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E-Mail;
Outlook; Faculty/Staff |
5 |
1 |
6 |
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E-Mail;
Outlook; Student |
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3 |
3 |
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E-Mail; Quota |
16 |
8 |
24 |
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E-Mail; Spam
filtering |
3 |
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3 |
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E-Mail;
Thunderbird; Faculty/Staff |
7 |
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7 |
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E-Mail;
Webmail; Faculty/Staff |
1 |
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1 |
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E-Mail;
Webmail; Student |
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3 |
3 |
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Exchange;
Blackberry; Activation |
4 |
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4 |
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Exchange;
Blackberry; Help |
6 |
1 |
7 |
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Exchange;
General Help |
13 |
1 |
14 |
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Exchange;
Outlook |
3 |
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3 |
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Exchange;
Password Reset |
4 |
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4 |
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Exchange;
Quota |
3 |
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3 |
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Exchange;
Shared Mailbox |
4 |
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4 |
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| E-mail Count |
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158 |
33 |
191 |
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| General Information |
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Computing Sites |
3 |
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3 |
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General;
General Questions |
6 |
3 |
9 |
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General; New
Student Questions |
|
1 |
1 |
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Library |
3 |
1 |
4 |
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Other |
30 |
10 |
40 |
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Telephone;
Cellular Wireless |
32 |
2 |
34 |
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| General
Information Count |
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74 |
17 |
91 |
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| Learning Systems |
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Instructional
Technology; Audio/Visual Equip fail (UMS) |
1 |
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1 |
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Learning;
Clickers |
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2 |
2 |
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Learning;
MyCourses; Other |
5 |
7 |
12 |
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Learning;
Sakai; Comments |
3 |
1 |
4 |
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Learning;
Sakai; OHS |
1 |
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1 |
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Learning;
Sakai; Other |
53 |
17 |
70 |
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Learning; User
Services, self-paced mods |
3 |
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3 |
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Test Scoring,
Freq. Scanning |
2 |
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2 |
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| Learning Systems
Count |
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68 |
27 |
95 |
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| Printing |
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Printing; Local;
Faculty/Staff |
5 |
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5 |
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Printing;
Network; Faculty/Staff |
5 |
1 |
6 |
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Printing;
Network; Faculty/StaffeE |
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1 |
1 |
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Printing;
Unix; Color/Poster |
1 |
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1 |
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Printing;
Unix; Queue |
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1 |
1 |
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Scanning |
1 |
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1 |
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| Printing Count |
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12 |
3 |
15 |
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| Security |
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Security;
Compromised |
16 |
55 |
71 |
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Security;
Copyright |
3 |
32 |
35 |
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Security;
Other |
16 |
51 |
67 |
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Security;
Rogue DHCP |
2 |
6 |
8 |
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| Security Count |
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37 |
144 |
181 |
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| Software |
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Qualtrics
(Survey/Polls) |
2 |
1 |
3 |
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Software;
Database; Access |
7 |
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7 |
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Software;
Office |
1 |
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1 |
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Software;
Other |
10 |
3 |
13 |
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Software;
Presentation/Desktop Publish.; Dreamweaver |
2 |
1 |
3 |
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Software;
Programming Languages |
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1 |
1 |
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Software;
Spreadsheets; Excel |
4 |
1 |
5 |
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Software;
Stat/Math Applications; Mathematica |
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1 |
1 |
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Software;
Stat/Math Applications; Matlab |
4 |
3 |
7 |
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Software;
Stat/Math Applications; SPSS |
2 |
2 |
4 |
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Software; UD
Thesis; MS Word |
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3 |
3 |
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Software; UD
Thesis; Tex, LaTex, AmsTex, emTex |
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2 |
2 |
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Software; Word
Processing/Editors; MS Word |
15 |
3 |
18 |
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| Software Count |
|
47 |
21 |
68 |
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| TSC Requests |
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TSC; Special
Request |
7 |
3 |
10 |
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TSC;
Troubleshoot; Boot Problems |
1 |
3 |
4 |
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TSC;
Troubleshoot; Hardware |
2 |
1 |
3 |
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TSC;
Troubleshoot; Operating System |
3 |
4 |
7 |
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TSC;
Troubleshoot; Software |
9 |
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9 |
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TSC; Virus
Repair |
9 |
19 |
28 |
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| TSC Requests
Count |
|
31 |
30 |
61 |
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| Using UNIX |
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File Management;
Disk Quota |
1 |
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1 |
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Using Unix;
Command syntax |
|
1 |
1 |
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Using Unix;
Other |
1 |
1 |
2 |
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Using Unix;
Setup problems |
|
2 |
2 |
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| Using UNIX Count |
|
2 |
4 |
6 |
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| Web |
|
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Web (WWW);
Browsers; Faculty/Staff |
5 |
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5 |
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Web (WWW);
Browsers; Student |
|
2 |
2 |
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Web (WWW);
Templates |
2 |
1 |
3 |
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Web (WWW); Web
Pages; Faculty/Staff; Google Search |
1 |
|
1 |
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Web (WWW); Web
Pages; Faculty/Staff; UD Calendar |
2 |
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2 |
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Web (WWW); Web
Pages; Faculty/Staff; Web Page |
14 |
5 |
19 |
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Web (WWW); Web
Pages; Student; Web Page |
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2 |
2 |
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Web (WWW); Web
Proxy |
1 |
1 |
2 |
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| Web Count |
|
25 |
11 |
36 |
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| Grand Total |
|
756 |
528 |
1284 |
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