| IT Help Center - March 2010 |
|
|
|
|
| All Reported
Problems |
|
|
|
|
|
|
|
|
|
| Count of Ticket# |
|
|
|
|
|
|
Faculty-Staff-all
other |
Students-Parents |
Grand
Total |
| |
ProblemType |
|
|
|
| Central Systems Access |
|
|
|
|
|
Access; Activate; UNIX;
Faculty/Staff |
8 |
1 |
9 |
|
Access; Activate; UNIX;
Student |
3 |
6 |
9 |
|
Access; CAS
Authentication |
5 |
|
5 |
|
Access; Inactive users |
68 |
65 |
133 |
|
Access; Other |
10 |
3 |
13 |
|
Access; Passwords;
Other |
5 |
2 |
7 |
|
Access; Passwords; Unix |
11 |
4 |
15 |
|
Access; PINS;
Faculty/Staff |
3 |
|
3 |
|
Access; PINS; Student |
3 |
4 |
7 |
|
Access; UD ID |
|
5 |
5 |
|
Access; UDelNetID |
3 |
3 |
6 |
|
Departmental Servers;
Access |
17 |
|
17 |
|
Drupal; Access |
2 |
1 |
3 |
|
Exchange; Blackberry;
Activation |
7 |
|
7 |
|
Exchange; New Account |
18 |
|
18 |
|
Exchange; Password
Reset |
8 |
|
8 |
|
Learning; Sakai; Login |
4 |
4 |
8 |
|
Sharepoint; New Account |
6 |
|
6 |
|
Software; Calendar
Server (SunOne); Access |
2 |
|
2 |
|
Voice Mail;
Resets/Reinitialize; Faculty/Staff |
1 |
|
1 |
| Central Systems
Access Count |
|
184 |
98 |
282 |
| Central Systems Software |
|
|
|
|
|
Administrative Systems;
Peoplesoft; Financials |
3 |
|
3 |
|
Administrative Systems;
Peoplesoft; UDSIS |
8 |
3 |
11 |
|
Administrative Systems;
Web; Web Forms |
19 |
3 |
22 |
|
Documentation |
5 |
|
5 |
|
Software Distribution |
1 |
|
1 |
|
Voice Mail; General
Questions |
4 |
|
4 |
| Central Systems
Software Count |
|
40 |
6 |
46 |
| Computing Systems |
|
|
|
|
|
Departmental Servers;
Other |
5 |
|
5 |
|
Desktop Systems;
Complaints; Faculty/Staff |
1 |
|
1 |
|
Desktop Systems;
Complaints; Student |
|
1 |
1 |
|
Desktop Systems;
CS&S; Pre-purchase |
3 |
2 |
5 |
|
Desktop Systems;
CS&S; Software assistance |
4 |
2 |
6 |
|
Desktop Systems;
Maintenance; Faculty/Staff |
5 |
2 |
7 |
|
Desktop Systems;
Maintenance; Student |
3 |
19 |
22 |
|
Desktop Systems; Setup |
7 |
|
7 |
|
Desktop Systems; Use;
Faculty/Staff |
50 |
1 |
51 |
|
Desktop Systems; Use;
Students |
1 |
24 |
25 |
|
Virus; General
Questions |
8 |
2 |
10 |
|
Virus; Has Virus (port
not off); Faculty/Staff |
15 |
1 |
16 |
|
Virus; Has Virus (port
not off); Student |
2 |
42 |
44 |
|
Virus; Needs Software |
4 |
2 |
6 |
| Computing Systems
Count |
|
108 |
98 |
206 |
| Connecting to UD |
|
|
|
|
|
Connection; Ethernet;
Faculty/Staff; Register |
2 |
|
2 |
|
Connection; Ethernet;
Faculty/Staff; Troubleshoot |
5 |
1 |
6 |
|
Connection; Ethernet;
Student; Register |
1 |
1 |
2 |
|
Connection; Ethernet;
Student; Troubleshoot |
1 |
16 |
17 |
|
Connection; Guest
Registration |
4 |
|
4 |
|
Connection; IP;
Duplicate |
|
1 |
1 |
|
Connection; IP;
Troubleshoot |
1 |
|
1 |
|
Connection; ISP;
Faculty/Staff |
3 |
|
3 |
|
Connection; PPP;
Faculty/Staff |
3 |
|
3 |
|
Connection; PPP;
Student |
1 |
|
1 |
|
Connection; Software;
FTP |
1 |
|
1 |
|
Connection; Software;
SSH |
5 |
|
5 |
|
Connection; VPN |
4 |
4 |
8 |
|
Connection; Wireless;
Faculty/Staff |
5 |
|
5 |
|
Connection; Wireless;
Router |
|
3 |
3 |
|
Connection; Wireless;
Student |
1 |
16 |
17 |
|
DCWO |
|
1 |
1 |
| Connecting to UD
Count |
|
37 |
43 |
80 |
| CS&S Service Desk Requests |
|
|
|
|
|
CS&S; Data
Recovery; Non-Student |
2 |
|
2 |
|
CS&S;
Diagnostics/Tuneup |
1 |
1 |
2 |
|
CS&S; General |
6 |
13 |
19 |
|
CS&S; Malware/Virus
Repair |
10 |
43 |
53 |
|
CS&S; Network
Issues |
|
1 |
1 |
|
CS&S;
Other/Unresolvable |
|
1 |
1 |
|
CS&S; Special
Request |
3 |
|
3 |
| CS&S Service
Desk Requests Count |
|
22 |
59 |
81 |
| E-mail |
|
|
|
|
|
E-Mail; DropBox |
4 |
1 |
5 |
|
E-Mail; General;
Forward command |
2 |
1 |
3 |
|
E-Mail; General; INBOX
recover messages |
1 |
1 |
2 |
|
E-Mail; MAC OS X;
Faculty/Staff |
5 |
|
5 |
|
E-Mail; MAC OS X;
Student |
1 |
1 |
2 |
|
E-Mail; Mail Lists;
Bulk Tickets |
5 |
|
5 |
|
E-Mail; Mail Lists;
General |
9 |
1 |
10 |
|
E-Mail; Mail Lists;
Lists |
8 |
1 |
9 |
|
E-Mail; Mail Lists; PO
Box |
14 |
2 |
16 |
|
E-Mail; Mail Lists;
Shared Mailbox |
5 |
|
5 |
|
E-Mail; Mirapoint;
Faculty/Staff |
11 |
|
11 |
|
E-Mail; Mirapoint;
Student |
|
3 |
3 |
|
E-Mail; Mozilla;
Faculty/Staff |
1 |
|
1 |
|
E-Mail; Other |
19 |
6 |
25 |
|
E-Mail; Outlook;
Faculty/Staff |
5 |
|
5 |
|
E-Mail; Outlook;
Student |
|
2 |
2 |
|
E-Mail; Quota |
18 |
9 |
27 |
|
E-Mail; Spam filtering |
18 |
|
18 |
|
E-Mail; Thunderbird;
Faculty/Staff |
8 |
|
8 |
|
E-Mail; Thunderbird;
Student |
1 |
|
1 |
|
E-Mail; Webmail;
Faculty/Staff |
13 |
|
13 |
|
E-Mail; Webmail;
Student |
1 |
2 |
3 |
|
Exchange; Blackberry;
Help |
3 |
|
3 |
|
Exchange; General Help |
21 |
|
21 |
|
Exchange; Outlook |
12 |
|
12 |
|
Exchange; Public Folder |
7 |
|
7 |
|
Exchange; Quota |
15 |
|
15 |
|
Exchange; Shared
Mailbox |
9 |
|
9 |
|
Google |
98 |
164 |
262 |
| E-mail Count |
|
314 |
194 |
508 |
| General Information |
|
|
|
|
|
Computing Sites |
3 |
6 |
9 |
|
General; General
Questions |
28 |
8 |
36 |
|
General; New Student
Questions |
10 |
3 |
13 |
|
Library |
4 |
2 |
6 |
|
Other |
21 |
9 |
30 |
|
Telephone; Cellular
Wireless |
38 |
2 |
40 |
| General
Information Count |
|
104 |
30 |
134 |
| Learning Systems |
|
|
|
|
|
Instructional
Technology; Audio/Visual Equip fail (UMS) |
1 |
|
1 |
|
Learning; MyCourses;
Other |
1 |
2 |
3 |
|
Learning; Sakai;
Comments |
3 |
|
3 |
|
Learning; Sakai; OHS |
1 |
|
1 |
|
Learning; Sakai; Other |
66 |
37 |
103 |
|
Learning; Sakai;
Portfolio |
|
1 |
1 |
|
Learning; User
Services, self-paced mods |
1 |
|
1 |
|
Test Scoring, Freq.
Scanning |
5 |
|
5 |
| Learning Systems
Count |
|
78 |
40 |
118 |
| Printing |
|
|
|
|
|
Printing; Local;
Faculty/Staff |
4 |
|
4 |
|
Printing; Local;
Student |
|
6 |
6 |
|
Printing; Network;
Faculty/Staff |
5 |
2 |
7 |
|
Printing; Unix;
Color/Poster |
1 |
1 |
2 |
|
Printing; VendPrint |
1 |
3 |
4 |
| Printing Count |
|
11 |
12 |
23 |
| Security |
|
|
|
|
|
Security; Compromised |
55 |
73 |
128 |
|
Security; Copyright |
2 |
35 |
37 |
|
Security; Other |
8 |
4 |
12 |
| Security Count |
|
65 |
112 |
177 |
| Service Interruption |
|
|
|
|
|
Service Interruption;
Central System Outage |
2 |
|
2 |
|
Service Interruption;
Central System Problem |
1 |
|
1 |
|
Service Interruption;
Departmental Server |
1 |
|
1 |
| Service
Interruption Count |
|
4 |
|
4 |
| Software |
|
|
|
|
|
Qualtrics
(Survey/Polls) |
1 |
|
1 |
|
Sharepoint; Help |
5 |
|
5 |
|
Sharepoint; New Site |
1 |
|
1 |
|
Software; Database;
Access |
1 |
|
1 |
|
Software; Office |
1 |
|
1 |
|
Software; Other |
4 |
8 |
12 |
|
Software;
Presentation/Desktop Publish.; Powerpoint |
2 |
|
2 |
|
Software; Remedy;
Access |
3 |
|
3 |
|
Software; Spreadsheets;
Excel |
2 |
1 |
3 |
|
Software; Stat/Math
Applications; Maple |
1 |
|
1 |
|
Software; Stat/Math
Applications; Matlab |
5 |
5 |
10 |
|
Software; Stat/Math
Applications; Minitab |
|
1 |
1 |
|
Software; Stat/Math
Applications; Other Stat/Math Problems |
3 |
5 |
8 |
|
Software; Stat/Math
Applications; SAS |
|
1 |
1 |
|
Software; UD Thesis; MS
Word |
|
4 |
4 |
|
Software; UD Thesis;
Tex, LaTex, AmsTex, emTex |
1 |
|
1 |
|
Software; Word
Processing/Editors; MS Word |
12 |
|
12 |
| Software Count |
|
42 |
25 |
67 |
| Using UNIX |
|
|
|
|
|
Using Unix; Other |
2 |
6 |
8 |
|
Using Unix; Setup
problems |
|
1 |
1 |
| Using UNIX Count |
|
2 |
7 |
9 |
| Web |
|
|
|
|
|
Drupal; Dev to
Prod/Prod to Dev |
4 |
|
4 |
|
Drupal; New Site |
6 |
|
6 |
|
Drupal; Support |
12 |
3 |
15 |
|
Web (WWW); Browsers;
Faculty/Staff |
5 |
|
5 |
|
Web (WWW); Browsers;
Student |
|
1 |
1 |
|
Web (WWW); Web Pages;
Faculty/Staff; Google Search |
1 |
|
1 |
|
Web (WWW); Web Pages;
Faculty/Staff; Web Page |
22 |
2 |
24 |
|
Web (WWW); Web Pages;
Student; Web Page |
3 |
10 |
13 |
| Web Count |
|
53 |
16 |
69 |
| Grand
Total |
|
1064 |
740 |
1804 |
|
|
|
|
|