| IT
Help Center - May 2010 |
|
|
|
|
| All Reported Problems |
|
|
|
|
|
|
|
|
|
| Count of Ticket# |
|
|
|
|
|
|
Faculty-Staff-all
other |
Students-Parents |
Grand Total |
| |
ProblemType |
|
|
|
| Central Systems Access |
|
|
|
|
|
Access; Activate; UNIX; Faculty/Staff |
7 |
|
7 |
|
Access; Activate; UNIX; Student |
4 |
12 |
16 |
|
Access; CAS Authentication |
5 |
2 |
7 |
|
Access; Inactive users |
9 |
16 |
25 |
|
Access; Other |
1 |
3 |
4 |
|
Access; Passwords; Other |
4 |
|
4 |
|
Access; Passwords; Unix |
5 |
3 |
8 |
|
Access; PINS; Faculty/Staff |
3 |
|
3 |
|
Access; PINS; Student |
4 |
5 |
9 |
|
Access; UD ID |
|
2 |
2 |
|
Access; UDelNetID |
2 |
2 |
4 |
|
Access; UNIX |
1 |
|
1 |
|
Departmental Servers; Access |
7 |
|
7 |
|
Drupal; Access |
3 |
1 |
4 |
|
Exchange; Blackberry; Activation |
2 |
|
2 |
|
Exchange; New Account |
22 |
|
22 |
|
Exchange; Password Reset |
1 |
|
1 |
|
Learning; Sakai; Login |
2 |
|
2 |
|
Learning; Sakai; Login? |
|
1 |
1 |
|
Sharepoint; New Account |
13 |
|
13 |
|
Software; Calendar Server (SunOne); Access |
3 |
|
3 |
|
Software; Remedy; Access |
4 |
|
4 |
|
Voice Mail; Resets/Reinitialize; Faculty/Staff |
1 |
|
1 |
| Central Systems
Access Count |
|
103 |
47 |
150 |
| Central Systems Software |
|
|
|
|
|
Administrative Systems; Peoplesoft; Financials |
8 |
|
8 |
|
Administrative Systems; Peoplesoft; HR |
3 |
|
3 |
|
Administrative Systems; Peoplesoft; UDSIS |
9 |
7 |
16 |
|
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
|
Administrative Systems; Web; Web Forms |
17 |
1 |
18 |
|
Documentation |
3 |
|
3 |
|
Software Distribution |
1 |
|
1 |
|
Voice Mail; General Questions |
2 |
|
2 |
|
webtt |
7 |
|
7 |
| Central Systems
Software Count |
|
51 |
8 |
59 |
| Computing Systems |
|
|
|
|
|
Departmental Servers; Other |
7 |
1 |
8 |
|
Desktop Systems; Complaints; Student |
|
1 |
1 |
|
Desktop Systems; CS&S; Pre-purchase |
5 |
6 |
11 |
|
Desktop Systems; CS&S; Software assistance |
4 |
3 |
7 |
|
Desktop Systems; Maintenance; Faculty/Staff |
1 |
|
1 |
|
Desktop Systems; Maintenance; Student |
2 |
13 |
15 |
|
Desktop Systems; Setup |
10 |
|
10 |
|
Desktop Systems; Use; Faculty/Staff |
43 |
2 |
45 |
|
Desktop Systems; Use; Students |
1 |
9 |
10 |
|
Virus; General Questions |
3 |
|
3 |
|
Virus; Has Virus (port not off); Faculty/Staff |
4 |
|
4 |
|
Virus; Has Virus (port not off); Student |
|
2 |
2 |
|
Virus; Needs Software |
3 |
4 |
7 |
| Computing Systems
Count |
|
83 |
41 |
124 |
| Connecting to UD |
|
|
|
|
|
Connection; Ethernet; Faculty/Staff; Register |
6 |
1 |
7 |
|
Connection; Ethernet; Faculty/Staff; Troubleshoot |
6 |
1 |
7 |
|
Connection; Ethernet; Student; Troubleshoot |
|
4 |
4 |
|
Connection; Guest Registration |
2 |
|
2 |
|
Connection; ISP; Faculty/Staff |
2 |
|
2 |
|
Connection; ISP; Student |
|
2 |
2 |
|
Connection; PPP; Faculty/Staff |
1 |
|
1 |
|
Connection; Software; FTP |
1 |
|
1 |
|
Connection; Software; Other |
1 |
|
1 |
|
Connection; VPN |
2 |
1 |
3 |
|
Connection; Wireless; Faculty/Staff |
9 |
|
9 |
|
Connection; Wireless; Router |
|
1 |
1 |
|
Connection; Wireless; Student |
2 |
8 |
10 |
| Connecting to UD
Count |
|
32 |
18 |
50 |
| CS&S Service Desk Requests |
|
|
|
|
|
CS&S; Data Recovery; Non-Student |
1 |
|
1 |
|
CS&S; Data Recovery; Student |
|
9 |
9 |
|
CS&S; Diagnostics/Tuneup |
1 |
3 |
4 |
|
CS&S; General |
8 |
16 |
24 |
|
CS&S; Malware/Virus Repair |
1 |
30 |
31 |
|
CS&S; Network Issues |
1 |
4 |
5 |
|
CS&S; Other/Unresolvable |
|
2 |
2 |
|
CS&S; Special Request |
|
2 |
2 |
| CS&S Service
Desk Requests Count |
|
12 |
66 |
78 |
| E-mail |
|
|
|
|
|
E-Mail; DropBox |
3 |
|
3 |
|
E-Mail; General; Forward command |
2 |
1 |
3 |
|
E-Mail; General; INBOX recover messages |
1 |
|
1 |
|
E-Mail; MAC OS X; Faculty/Staff |
9 |
|
9 |
|
E-Mail; MAC OS X; Student |
1 |
|
1 |
|
E-Mail; Mail Lists; General |
6 |
1 |
7 |
|
E-Mail; Mail Lists; Lists |
6 |
1 |
7 |
|
E-Mail; Mail Lists; PO Box |
|
1 |
1 |
|
E-Mail; Mail Lists; Shared Mailbox |
3 |
|
3 |
|
E-Mail; Mirapoint; Faculty/Staff |
9 |
|
9 |
|
E-Mail; Mozilla; Faculty/Staff |
2 |
|
2 |
|
E-Mail; Other |
20 |
3 |
23 |
|
E-Mail; Outlook Express; Faculty/Staff |
1 |
|
1 |
|
E-Mail; Outlook Express; Students |
4 |
|
4 |
|
E-Mail; Outlook; Faculty/Staff |
9 |
|
9 |
|
E-Mail; Outlook; Student |
1 |
|
1 |
|
E-Mail; Pine |
1 |
|
1 |
|
E-Mail; Quota |
7 |
|
7 |
|
E-Mail; Spam filtering |
9 |
|
9 |
|
E-Mail; Thunderbird; Faculty/Staff |
26 |
|
26 |
|
E-Mail; Webmail; Faculty/Staff |
5 |
|
5 |
|
E-Mail; Webmail; Student |
1 |
1 |
2 |
|
Exchange; Blackberry; Help |
6 |
|
6 |
|
Exchange; General Help |
28 |
|
28 |
|
Exchange; Outlook |
6 |
|
6 |
|
Exchange; Public Folder |
6 |
|
6 |
|
Exchange; Quota |
8 |
|
8 |
|
Exchange; Shared Mailbox |
7 |
|
7 |
|
Google |
47 |
113 |
160 |
| E-mail Count |
|
234 |
121 |
355 |
| General Information |
|
|
|
|
|
Computing Sites |
2 |
1 |
3 |
|
General; General Questions |
11 |
8 |
19 |
|
General; New Student Questions |
4 |
8 |
12 |
|
Other |
13 |
3 |
16 |
|
Telephone; Cellular Wireless |
44 |
1 |
45 |
| General
Information Count |
|
74 |
21 |
95 |
| Learning Systems |
|
|
|
|
|
Learning; MyCourses; Other |
3 |
|
3 |
|
Learning; Sakai; Comments |
6 |
|
6 |
|
Learning; Sakai; Other |
36 |
17 |
53 |
|
Learning; Sakai; Projects |
1 |
|
1 |
|
Test Scoring, Freq. Scanning |
1 |
|
1 |
| Learning Systems
Count |
|
47 |
17 |
64 |
| Printing |
|
|
|
|
|
Printing; Local; Faculty/Staff |
3 |
|
3 |
|
Printing; Network; Faculty/Staff |
6 |
1 |
7 |
|
Printing; VendPrint |
|
2 |
2 |
| Printing Count |
|
9 |
3 |
12 |
| Security |
|
|
|
|
|
Security; Compromised |
15 |
22 |
37 |
|
Security; Copyright |
4 |
33 |
37 |
|
Security; Other |
5 |
3 |
8 |
|
Security; Rogue DHCP |
2 |
6 |
8 |
| Security Count |
|
26 |
64 |
90 |
| Service Interruption |
|
|
|
|
|
Service Interruption; Central System Problem |
|
1 |
1 |
| Service
Interruption Count |
|
|
1 |
1 |
| Software |
|
|
|
|
|
Qualtrics (Survey/Polls) |
|
1 |
1 |
|
Sharepoint; Help |
3 |
|
3 |
|
Sharepoint; New Site |
1 |
|
1 |
|
Software; Calendar Server (SunOne); Usage |
1 |
|
1 |
|
Software; Database; Access |
3 |
|
3 |
|
Software; Office |
4 |
1 |
5 |
|
Software; Other |
6 |
2 |
8 |
|
Software; Presentation/Desktop Publish.; Powerpoint |
|
1 |
1 |
|
Software; Programming Languages |
1 |
|
1 |
|
Software; Spreadsheets; Excel |
6 |
|
6 |
|
Software; Stat/Math Applications; Maple |
2 |
|
2 |
|
Software; Stat/Math Applications; Matlab |
5 |
1 |
6 |
|
Software; Stat/Math Applications; Minitab |
1 |
|
1 |
|
Software; Stat/Math Applications; Other Stat/Math Problems |
4 |
3 |
7 |
|
Software; UD Thesis; MS Word |
|
2 |
2 |
|
Software; UD Thesis; Tex, LaTex, AmsTex, emTex |
|
1 |
1 |
|
Software; Word Processing/Editors; MS Word |
3 |
3 |
6 |
| Software Count |
|
40 |
15 |
55 |
| Using UNIX |
|
|
|
|
|
File Management; Disk Quota |
|
1 |
1 |
|
Using Unix; Command syntax |
|
1 |
1 |
| Using UNIX Count |
|
|
2 |
2 |
| Web |
|
|
|
|
|
Drupal; Dev to Prod/Prod to Dev |
2 |
2 |
4 |
|
Drupal; New Site |
6 |
1 |
7 |
|
Drupal; Support |
3 |
|
3 |
|
Web (WWW); Web Pages; Faculty/Staff; Web Page |
14 |
|
14 |
|
Web (WWW); Web Pages; Student; Web Page |
|
3 |
3 |
|
Web (WWW); Web Proxy |
2 |
|
2 |
| Web Count |
|
27 |
6 |
33 |
| Grand Total |
|
738 |
430 |
1168 |
|
|
|
|
|