| IT
Help Center - March 2005 |
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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 |
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| ProblemType2 |
ProblemType |
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| Central
Systems Access |
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Access; Activate; UNIX;
Faculty/Staff |
4 |
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4 |
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Access; Activate; UNIX; Student |
1 |
4 |
5 |
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Access; CAS Authentication |
1 |
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1 |
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Access; Inactive users |
4 |
5 |
9 |
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Access; Out of funds |
1 |
1 |
2 |
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Access; Passwords; MVS |
7 |
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7 |
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Access; Passwords; Other |
1 |
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1 |
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Access; Passwords; Unix |
5 |
3 |
8 |
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Access; PINS; Faculty/Staff |
3 |
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3 |
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Access; PINS; Student |
1 |
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1 |
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Access; Username |
2 |
2 |
4 |
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Learning; WebCT; Login |
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10 |
10 |
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Software; Remedy; Access |
1 |
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1 |
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Voice Mail; Resets/Reinitialize;
Faculty/Staff |
1 |
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1 |
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Voice Mail; Resets/Reinitialize;
Student |
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1 |
1 |
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| Central
Systems Access Count |
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32 |
26 |
58 |
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| Central
Systems Software |
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Administrative Systems;
Payroll/Personnel; Personnel Records |
1 |
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1 |
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Administrative Systems; Web; Web
Forms |
15 |
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15 |
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Documentation |
1 |
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1 |
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EZFORMS; Class Roster Request |
1 |
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1 |
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EZFORMS; FAI (Request for
Services) |
2 |
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2 |
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EZFORMS; JVs |
2 |
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2 |
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EZFORMS; Student/Fac/Staff
Billing |
1 |
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1 |
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Peoplesoft; Financials |
2 |
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2 |
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Peoplesoft; HR |
1 |
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1 |
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Voice Mail; General Questions |
5 |
1 |
6 |
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| Central
Systems Software Count |
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31 |
1 |
32 |
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| Connecting
to UD |
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Connection; Ethernet;
Faculty/Staff |
14 |
4 |
18 |
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Connection; Ethernet; Student;
Troubleshoot |
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52 |
52 |
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Connection; ISP; Faculty/Staff |
1 |
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1 |
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Connection; ISP; Student |
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1 |
1 |
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Connection; PPP; Faculty/Staff |
15 |
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15 |
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Connection; PPP; Student |
2 |
9 |
11 |
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Connection; Software; Other |
1 |
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1 |
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Connection; Software; SSH |
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1 |
1 |
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Connection; Wireless;
Faculty/Staff |
5 |
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5 |
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Connection; Wireless; Student |
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6 |
6 |
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| Connecting
to UD Count |
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38 |
73 |
111 |
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| Desktop
Systems |
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Desktop Systems; Complaints;
Student |
1 |
3 |
4 |
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Desktop Systems; Maintenance;
Faculty/Staff |
1 |
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1 |
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Desktop Systems; Maintenance;
Student |
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5 |
5 |
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Desktop Systems; Setup |
6 |
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6 |
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Desktop Systems; TSC; Software
assistance |
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1 |
1 |
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Desktop Systems; Use;
Faculty/Staff |
98 |
5 |
103 |
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Desktop Systems; Use; Students |
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75 |
75 |
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Virus; General Questions |
4 |
1 |
5 |
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Virus; Has Virus (port not off);
Faculty/Staff |
3 |
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3 |
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Virus; Has Virus (port not off);
Student |
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23 |
23 |
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Virus; Needs Software |
5 |
5 |
10 |
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| Desktop
Systems Count |
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118 |
118 |
236 |
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| E-mail |
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E-Mail; General; Forward command |
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1 |
1 |
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E-Mail; General; INBOX recover |
21 |
2 |
23 |
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E-Mail; General; INBOX too large |
3 |
1 |
4 |
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E-Mail; General; Mail lists |
8 |
5 |
13 |
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E-Mail; General; Vacation message |
2 |
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2 |
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E-Mail; MAC OS X; Faculty/Staff |
5 |
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5 |
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E-Mail; MAC OS X; Student |
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2 |
2 |
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E-Mail; Messenger; Address books |
3 |
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3 |
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E-Mail; Messenger; General (how
to use) |
11 |
1 |
12 |
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E-Mail; Messenger; Preferences |
1 |
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1 |
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E-Mail; Mirapoint; Faculty/Staff |
122 |
7 |
129 |
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E-Mail; Mirapoint; Student |
1 |
36 |
37 |
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E-Mail; Mozilla; Faculty/Staff |
29 |
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29 |
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E-Mail; Mozilla; Student |
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1 |
1 |
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E-Mail; Other |
29 |
3 |
32 |
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E-Mail; Outlook Express;
Faculty/Staff |
15 |
2 |
17 |
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E-Mail; Outlook Express; Students |
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6 |
6 |
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E-Mail; Outlook; Faculty/Staff |
8 |
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8 |
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E-Mail; Outlook; Student |
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3 |
3 |
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E-Mail; Pine; How To Use |
4 |
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4 |
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E-Mail; Spam filtering |
15 |
1 |
16 |
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E-Mail; Webmail |
8 |
9 |
17 |
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Newsgroups; Using |
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1 |
1 |
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| E-mail
Count |
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285 |
81 |
366 |
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| General
Information |
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Computing Sites |
1 |
1 |
2 |
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Other |
11 |
8 |
19 |
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Telephone; General; Information
(x2000) |
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1 |
1 |
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Telephone; General; Telephone
Services |
3 |
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3 |
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Telephone; General; Wrong number |
1 |
1 |
2 |
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| General
Information Count |
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16 |
11 |
27 |
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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; WebCT; Other |
25 |
27 |
52 |
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Test Scoring, Freq. Scanning |
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2 |
2 |
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| Learning
Systems Count |
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26 |
29 |
55 |
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| Printing |
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Printing; Local; Faculty/Staff |
11 |
1 |
12 |
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Printing; Local; Student |
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5 |
5 |
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Printing; RJE |
7 |
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7 |
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Printing; Unix; Color/Poster |
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1 |
1 |
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Printing; Unix; Queue |
1 |
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1 |
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Printing; VendPrint |
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2 |
2 |
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| Printing
Count |
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19 |
9 |
28 |
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| Security |
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Security; Compromised |
15 |
29 |
44 |
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Security; Copyright |
2 |
31 |
33 |
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Security; Other |
1 |
2 |
3 |
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| Security
Count |
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18 |
62 |
80 |
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| Service
Interruption |
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Service Interruption; Central
System Problem |
3 |
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3 |
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Service Interruption;
Departmental Server |
3 |
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3 |
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| Service
Interruption Count |
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6 |
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6 |
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| Software |
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Software; Calendar Server
(SunOne); Access |
1 |
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1 |
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Software; Database; Access |
2 |
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2 |
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Software; Graphics |
1 |
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1 |
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Software; Other |
5 |
1 |
6 |
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Software; Presentation/Desktop
Publish.; Dreamweaver |
1 |
1 |
2 |
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Software; Presentation/Desktop
Publish.; Other |
1 |
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1 |
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Software; Programming Languages |
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2 |
2 |
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Software; Spreadsheets; Excel |
6 |
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6 |
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Software; Spreadsheets; Other |
1 |
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1 |
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Software; Stat/Math Applications;
Maple |
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1 |
1 |
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Software; Stat/Math Applications;
SAS |
1 |
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1 |
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Software; Stat/Math Applications;
SPSS |
1 |
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1 |
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Software; UD Thesis; MS Word |
1 |
7 |
8 |
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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 |
12 |
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12 |
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| Software
Count |
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33 |
14 |
47 |
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| TSC
Requests |
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TSC; Ethernet; New Setup |
1 |
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1 |
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TSC; Ethernet; Repair |
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1 |
1 |
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TSC; PPP; New Setup |
6 |
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6 |
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TSC; PPP; Repair |
1 |
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1 |
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TSC; Special Request |
4 |
3 |
7 |
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TSC; Troubleshoot; Boot Problems |
4 |
14 |
18 |
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TSC; Troubleshoot; Hardware |
2 |
3 |
5 |
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TSC; Troubleshoot; Operating
System |
4 |
10 |
14 |
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TSC; Troubleshoot; Software |
9 |
3 |
12 |
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TSC; Troubleshoot; Spyware |
3 |
6 |
9 |
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TSC; Virus Repair |
3 |
3 |
6 |
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| TSC
Requests Count |
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37 |
43 |
80 |
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| Using
UNIX |
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File Management; Disk Quota |
5 |
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5 |
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File Management; UNIX |
3 |
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3 |
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Using Unix; Command syntax |
1 |
1 |
2 |
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Using Unix; Other |
2 |
3 |
5 |
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| Using
UNIX Count |
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11 |
4 |
15 |
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| Web |
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Web (WWW); Browsers;
Faculty/Staff |
6 |
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6 |
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Web (WWW); Browsers; Student |
1 |
1 |
2 |
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Web (WWW); Web Pages;
Faculty/Staff |
12 |
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12 |
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Web (WWW); Web Pages; Student |
|
3 |
3 |
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Web (WWW); Web Proxy |
3 |
5 |
8 |
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| Web
Count |
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22 |
9 |
31 |
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| Grand
Total |
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692 |
480 |
1172 |
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