| IT
Help Center - May 2009 |
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| All Reported Problems |
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| Count of Ticket# |
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Faculty-Staff-All
other |
Students-Parents |
Grand Total |
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| Central Systems Access |
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Access; Activate; UNIX; Faculty/Staff |
7 |
|
7 |
|
Access; Activate; UNIX;
Student |
|
11 |
11 |
|
Access; CAS Authentication |
6 |
1 |
7 |
|
Access; Inactive users |
2 |
11 |
13 |
|
Access; Passwords; Other |
2 |
2 |
4 |
|
Access; Passwords; Unix |
14 |
11 |
25 |
|
Access; PINS; Faculty/Staff |
5 |
1 |
6 |
|
Access; PINS; Student |
2 |
5 |
7 |
|
Access; UD ID |
1 |
1 |
2 |
|
Access; UDelNetID |
2 |
5 |
7 |
|
Drupal; Access |
6 |
|
6 |
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Exchange; Blackberry;
Activation |
4 |
|
4 |
|
Exchange; New Account |
10 |
1 |
11 |
|
Exchange; Password Reset |
1 |
1 |
2 |
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Learning; MyCourses; Login |
|
1 |
1 |
|
Learning; Sakai; Login |
9 |
1 |
10 |
|
Sharepoint; New Account |
1 |
3 |
4 |
|
Software; Calendar Server
(SunOne); Access |
1 |
|
1 |
|
Software; Remedy; Access |
1 |
|
1 |
|
Voice Mail;
Resets/Reinitialize; Faculty/Staff |
3 |
|
3 |
| Central Systems Access
Total |
|
77 |
55 |
132 |
| Central Systems Software |
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|
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Administrative Systems; Peoplesoft;
Financials |
1 |
|
1 |
|
Administrative Systems;
Peoplesoft; UDSIS |
10 |
8 |
18 |
|
Administrative Systems; Reporting; Cognos |
2 |
|
2 |
|
Administrative Systems;
Web; Web Forms |
7 |
3 |
10 |
|
Documentation |
4 |
|
4 |
|
Software Distribution |
2 |
1 |
3 |
| Central Systems
Software Total |
|
26 |
12 |
38 |
| Computing Systems |
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Departmental Servers; Other |
22 |
|
22 |
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Desktop Systems;
Maintenance; Faculty/Staff |
2 |
|
2 |
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Desktop Systems; Maintenance; Student |
|
11 |
11 |
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Desktop Systems; Setup |
1 |
1 |
2 |
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Desktop Systems; TSC; Pre-purchase |
2 |
4 |
6 |
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Desktop Systems; Use;
Faculty/Staff |
34 |
|
34 |
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Desktop Systems; Use; Students |
1 |
34 |
35 |
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Drupal; New Site |
6 |
|
6 |
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Drupal; Support |
1 |
|
1 |
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Security; PNPI |
1 |
|
1 |
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Virus; General Questions |
1 |
1 |
2 |
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Virus; Has Virus (port not
off); Faculty/Staff |
7 |
|
7 |
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Virus; Has Virus (port not off); Student |
|
22 |
22 |
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Virus; Needs Software |
7 |
2 |
9 |
| Computing Systems
Total |
|
85 |
75 |
160 |
| Connecting to UD |
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Connection; Ethernet; Faculty/Staff;
Register |
|
1 |
1 |
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Connection; Ethernet;
Faculty/Staff; Troubleshoot |
13 |
2 |
15 |
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Connection; Ethernet; Student; Register |
|
1 |
1 |
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Connection; Ethernet;
Student; Troubleshoot |
|
6 |
6 |
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Connection; Guest Registration |
7 |
|
7 |
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Connection; IP; Duplicate |
2 |
1 |
3 |
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Connection; IP; Release/Renew |
|
1 |
1 |
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Connection; IP;
Troubleshoot |
1 |
|
1 |
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Connection; ISP; Faculty/Staff |
3 |
|
3 |
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Connection; ISP; Student |
|
2 |
2 |
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Connection; PPP; Faculty/Staff |
4 |
|
4 |
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Connection; Software; FTP |
|
2 |
2 |
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Connection; Software; Other |
|
1 |
1 |
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Connection; VPN |
5 |
|
5 |
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Connection; Wireless; Faculty/Staff |
7 |
|
7 |
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Connection; Wireless;
Student |
|
12 |
12 |
| Connecting to UD Total |
|
42 |
29 |
71 |
| E-mail |
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E-Mail; DropBox |
1 |
2 |
3 |
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E-Mail; General; Forward
command |
2 |
2 |
4 |
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E-Mail; General; INBOX recover messages |
2 |
5 |
7 |
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E-Mail; General; INBOX too
large |
|
1 |
1 |
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E-Mail; MAC OS X; Faculty/Staff |
6 |
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6 |
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E-Mail; Mail Lists; Bulk
Tickets |
2 |
|
2 |
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E-Mail; Mail Lists; General |
1 |
1 |
2 |
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E-Mail; Mail Lists; Lists |
19 |
2 |
21 |
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E-Mail; Mail Lists; PO Box |
8 |
2 |
10 |
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E-Mail; Mail Lists; Shared
Mailbox |
3 |
|
3 |
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E-Mail; Mirapoint; Faculty/Staff |
10 |
|
10 |
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E-Mail; Mirapoint; Student |
|
4 |
4 |
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E-Mail; Mozilla; Faculty/Staff |
3 |
|
3 |
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E-Mail; Other |
31 |
7 |
38 |
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E-Mail; Outlook Express; Faculty/Staff |
5 |
|
5 |
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E-Mail; Outlook;
Faculty/Staff |
7 |
1 |
8 |
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E-Mail; Outlook; Student |
|
2 |
2 |
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E-Mail; Pine |
1 |
|
1 |
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E-Mail; Quota |
9 |
10 |
19 |
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E-Mail; Spam filtering |
9 |
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9 |
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E-Mail; Thunderbird; Faculty/Staff |
6 |
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6 |
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E-Mail; Webmail;
Faculty/Staff |
10 |
1 |
11 |
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E-Mail; Webmail; Student |
|
3 |
3 |
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Exchange; Blackberry; Help |
4 |
|
4 |
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Exchange; General Help |
12 |
|
12 |
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Exchange; Outlook |
10 |
|
10 |
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Exchange; Quota |
1 |
|
1 |
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Exchange; Shared Mailbox |
2 |
|
2 |
| E-mail Total |
|
164 |
43 |
207 |
| General Information |
|
|
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Computing Sites |
2 |
2 |
4 |
|
Library |
2 |
2 |
4 |
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Other |
17 |
8 |
25 |
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Telephone; Cellular
Wireless |
24 |
2 |
26 |
| General Information
Total |
|
45 |
14 |
59 |
| Learning Systems |
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Instructional Technology; Classroom Setup |
1 |
1 |
2 |
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Learning; MyCourses; Other |
1 |
|
1 |
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Learning; Sakai; Comments |
3 |
1 |
4 |
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Learning; Sakai; Other |
38 |
9 |
47 |
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Learning; Sakai; Portfolio |
|
1 |
1 |
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Learning; Sakai; Projects |
3 |
1 |
4 |
| Learning Systems Total |
|
46 |
13 |
59 |
| Printing |
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Printing; Local; Faculty/Staff |
4 |
|
4 |
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Printing; Local; Student |
1 |
1 |
2 |
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Printing; Network; Faculty/Staff |
2 |
|
2 |
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Printing; Unix;
Color/Poster |
1 |
3 |
4 |
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Printing; Unix; Queue |
1 |
|
1 |
| Printing Total |
|
9 |
4 |
13 |
| Security |
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Security; Compromised |
36 |
53 |
89 |
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Security; Copyright |
2 |
14 |
16 |
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Security; Other |
11 |
4 |
15 |
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Security; Rogue DHCP |
2 |
3 |
5 |
| Security Total |
|
51 |
74 |
125 |
| Service Interruption |
|
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Service Interruption; Central System Problem |
|
1 |
1 |
| Service
Interruption Total |
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|
1 |
1 |
| Software |
|
|
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Sharepoint; Help |
5 |
|
5 |
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Sharepoint; New Site |
3 |
|
3 |
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Software; Database; Access |
4 |
|
4 |
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Software; Database; Other |
1 |
|
1 |
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Software; Office |
|
1 |
1 |
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Software; Other |
6 |
1 |
7 |
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Software; Spreadsheets; Excel |
4 |
1 |
5 |
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Software; Stat/Math
Applications; Maple |
2 |
|
2 |
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Software; Stat/Math Applications;
Mathematica |
|
1 |
1 |
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Software; Stat/Math
Applications; Matlab |
|
1 |
1 |
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Software; UD Thesis; MS Word |
|
7 |
7 |
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Software; UD Thesis; Tex,
LaTex, AmsTex, emTex |
|
1 |
1 |
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Software; Word Processing/Editors; MS Word |
6 |
2 |
8 |
| Software Total |
|
31 |
15 |
46 |
| TSC Requests |
|
|
|
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TSC; PPP; Repair |
1 |
|
1 |
|
TSC; Special Request |
6 |
5 |
11 |
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TSC; Troubleshoot; Boot
Problems |
2 |
9 |
11 |
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TSC; Troubleshoot; Hardware |
1 |
2 |
3 |
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TSC; Troubleshoot;
Operating System |
1 |
2 |
3 |
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TSC; Troubleshoot; Software |
4 |
4 |
8 |
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TSC; Virus Repair |
8 |
19 |
27 |
| TSC Requests Total |
|
23 |
41 |
64 |
| Web |
|
|
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Web (WWW); Administrative Forms |
2 |
|
2 |
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Web (WWW); Browsers;
Faculty/Staff |
1 |
|
1 |
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Web (WWW); Browsers; Student |
1 |
|
1 |
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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 |
1 |
|
1 |
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Web (WWW); Web Pages;
Faculty/Staff; Web Page |
6 |
1 |
7 |
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Web (WWW); Web Pages; Student; Google Search |
|
1 |
1 |
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Web (WWW); Web Pages;
Student; Web Page |
1 |
1 |
2 |
|
Web (WWW); Web Proxy |
|
3 |
3 |
| Web Total |
|
13 |
6 |
19 |
| Grand Total |
|
612 |
382 |
994 |
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