| IT Help Center - November 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 |
| |
ProblemType |
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| Central Systems Access |
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Access; Activate; UNIX;
Faculty/Staff |
13 |
|
13 |
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Access; Activate; UNIX;
Student |
1 |
3 |
4 |
|
Access; CAS
Authentication |
|
1 |
1 |
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Access; Inactive users |
6 |
21 |
27 |
|
Access; Other |
2 |
|
2 |
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Access; Passwords; Unix |
11 |
4 |
15 |
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Access; PINS;
Faculty/Staff |
1 |
|
1 |
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Access; PINS; Student |
2 |
2 |
4 |
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Access; UD ID |
3 |
4 |
7 |
|
Access; UDelNetID |
6 |
2 |
8 |
|
Departmental Servers;
Access |
5 |
|
5 |
|
Exchange; New Account |
13 |
|
13 |
|
Learning; Sakai; Login |
4 |
2 |
6 |
|
Sharepoint; New Account |
4 |
|
4 |
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Software; Calendar
Server (SunOne); Access |
1 |
|
1 |
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Voice Mail;
Resets/Reinitialize; Faculty/Staff |
2 |
|
2 |
| Central Systems
Access Count |
|
74 |
39 |
113 |
| Central Systems Software |
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Administrative Systems;
Peoplesoft; HR |
2 |
|
2 |
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Administrative Systems;
Peoplesoft; UDSIS |
7 |
6 |
13 |
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Administrative Systems;
Reporting; Data Warehousing |
1 |
|
1 |
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Administrative Systems;
Web; Web Forms |
15 |
2 |
17 |
|
Documentation |
8 |
1 |
9 |
|
Software; Remedy;
Changes |
6 |
|
6 |
|
Voice Mail; General
Questions |
1 |
1 |
2 |
| Central Systems
Software Count |
|
40 |
10 |
50 |
| Computing Systems |
|
|
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Departmental Servers;
Other |
3 |
1 |
4 |
|
Departmental Servers;
Samba |
1 |
|
1 |
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Desktop Systems;
CS&S; Pre-purchase |
|
1 |
1 |
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Desktop Systems;
CS&S; Software assistance |
2 |
|
2 |
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Desktop Systems;
Maintenance; Faculty/Staff |
4 |
|
4 |
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Desktop Systems;
Maintenance; Student |
|
24 |
24 |
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Desktop Systems; Setup |
12 |
|
12 |
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Desktop Systems; Use;
Faculty/Staff |
31 |
1 |
32 |
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Desktop Systems; Use;
Students |
2 |
37 |
39 |
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Security; PNPI |
1 |
|
1 |
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Virus; General
Questions |
2 |
|
2 |
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Virus; Has Virus (port
not off); Faculty/Staff |
11 |
1 |
12 |
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Virus; Has Virus (port
not off); Student |
|
36 |
36 |
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Virus; Needs Software |
2 |
4 |
6 |
| Computing Systems
Count |
|
71 |
105 |
176 |
| Connecting to UD |
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Connection; Ethernet;
Faculty/Staff; Register |
5 |
|
5 |
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Connection; Ethernet;
Faculty/Staff; Troubleshoot |
5 |
1 |
6 |
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Connection; Ethernet;
Student; Register |
|
2 |
2 |
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Connection; Ethernet;
Student; Troubleshoot |
|
14 |
14 |
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Connection; Guest
Registration |
3 |
1 |
4 |
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Connection; IP;
Troubleshoot |
3 |
|
3 |
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Connection; ISP;
Faculty/Staff |
3 |
|
3 |
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Connection; PPP;
Faculty/Staff |
4 |
|
4 |
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Connection; PPP;
Student |
3 |
|
3 |
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Connection; Software;
SSH |
|
1 |
1 |
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Connection; VPN |
7 |
7 |
14 |
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Connection; Wireless;
Faculty/Staff |
3 |
|
3 |
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Connection; Wireless;
Router |
|
7 |
7 |
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Connection; Wireless;
Student |
2 |
11 |
13 |
| Connecting to UD
Count |
|
38 |
44 |
82 |
| CS&S Service Desk Requests |
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CS&S; Data
Recovery; Non-Student |
2 |
|
2 |
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CS&S; Data
Recovery; Student |
|
6 |
6 |
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CS&S;
Diagnostics/Tuneup |
1 |
5 |
6 |
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CS&S; General |
7 |
14 |
21 |
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CS&S; General HARDDRIVE |
|
1 |
1 |
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CS&S; Malware/Virus
Repair |
2 |
27 |
29 |
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CS&S; Network
Issues |
|
4 |
4 |
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CS&S;
Other/Unresolvable |
|
1 |
1 |
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CS&S; Special
Request |
|
1 |
1 |
| CS&S Service
Desk Requests Count |
|
12 |
59 |
71 |
| E-mail |
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E-Mail; DropBox |
2 |
1 |
3 |
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E-Mail; General;
Forward command |
1 |
|
1 |
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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 |
2 |
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E-Mail; General;
Vacation message |
1 |
|
1 |
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E-Mail; MAC OS X;
Faculty/Staff |
3 |
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3 |
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E-Mail; MAC OS X;
Student |
|
1 |
1 |
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E-Mail; Mail Lists;
General |
2 |
1 |
3 |
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E-Mail; Mail Lists;
Lists |
12 |
1 |
13 |
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E-Mail; Mail Lists; PO
Box |
10 |
1 |
11 |
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E-Mail; Mail Lists;
Shared Mailbox |
3 |
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3 |
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E-Mail; Mirapoint;
Faculty/Staff |
12 |
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12 |
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E-Mail; Mirapoint;
Student |
2 |
8 |
10 |
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E-Mail; Mozilla;
Faculty/Staff |
1 |
|
1 |
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E-Mail; Other |
14 |
6 |
20 |
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E-Mail; Outlook
Express; Faculty/Staff |
6 |
|
6 |
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E-Mail; Outlook
Express; Students |
3 |
|
3 |
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E-Mail; Outlook;
Faculty/Staff |
5 |
1 |
6 |
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E-Mail; Outlook;
Student |
|
2 |
2 |
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E-Mail; Quota |
10 |
5 |
15 |
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E-Mail; Spam filtering |
15 |
2 |
17 |
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E-Mail; Thunderbird;
Faculty/Staff |
8 |
1 |
9 |
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E-Mail; Webmail;
Faculty/Staff |
6 |
|
6 |
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E-Mail; Webmail;
Student |
|
5 |
5 |
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Exchange; Blackberry;
Activation |
6 |
|
6 |
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Exchange; Blackberry;
Help |
7 |
|
7 |
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Exchange; General Help |
21 |
3 |
24 |
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Exchange; Outlook |
2 |
|
2 |
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Exchange; Password
Reset |
6 |
|
6 |
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Exchange; Public Folder |
5 |
|
5 |
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Exchange; Quota |
8 |
1 |
9 |
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Exchange; Shared
Mailbox |
2 |
|
2 |
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Google |
14 |
14 |
28 |
| E-mail Count |
|
190 |
59 |
249 |
| General Information |
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Computing Sites |
2 |
1 |
3 |
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General; General
Questions |
9 |
3 |
12 |
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General; New Student
Questions |
1 |
|
1 |
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Library |
1 |
|
1 |
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Other |
25 |
12 |
37 |
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Telephone; Cellular
Wireless |
29 |
|
29 |
| General
Information Count |
|
67 |
16 |
83 |
| Learning Systems |
|
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Instructional
Technology; Classroom Setup |
|
1 |
1 |
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Learning; MyCourses;
Other |
2 |
|
2 |
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Learning; Sakai;
Comments |
2 |
|
2 |
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Learning; Sakai; Other |
44 |
23 |
67 |
|
Learning; User
Services, self-paced mods |
2 |
|
2 |
| Learning Systems
Count |
|
50 |
24 |
74 |
| Printing |
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Printing; Local;
Faculty/Staff |
1 |
|
1 |
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Printing; Local;
Student |
|
6 |
6 |
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Printing; Network;
Faculty/Staff |
5 |
1 |
6 |
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Printing; Unix;
Color/Poster |
1 |
1 |
2 |
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Printing; VendPrint |
2 |
|
2 |
| Printing Count |
|
9 |
8 |
17 |
| Security |
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Security; Compromised |
17 |
31 |
48 |
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Security; Copyright |
3 |
66 |
69 |
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Security; Other |
12 |
2 |
14 |
| Security Count |
|
32 |
99 |
131 |
| Service Interruption |
|
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Service Interruption;
Central System Outage |
3 |
21 |
24 |
|
Service Interruption;
Central System Problem |
1 |
|
1 |
| Service
Interruption Count |
|
4 |
21 |
25 |
| Software |
|
|
|
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Sharepoint; Help |
8 |
|
8 |
|
Sharepoint; New Site |
4 |
|
4 |
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Software Distribution |
3 |
|
3 |
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Software; Database;
Access |
2 |
|
2 |
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Software; Office |
4 |
|
4 |
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Software; Other |
3 |
5 |
8 |
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Software;
Presentation/Desktop Publish.; Dreamweaver |
4 |
|
4 |
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Software;
Presentation/Desktop Publish.; Powerpoint |
2 |
|
2 |
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Software; Spreadsheets;
Excel |
3 |
|
3 |
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Software; Stat/Math
Applications; Mathematica |
2 |
|
2 |
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Software; Stat/Math
Applications; Matlab |
|
6 |
6 |
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Software; Stat/Math
Applications; Other Stat/Math Problems |
1 |
1 |
2 |
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Software; Stat/Math
Applications; SPSS |
|
1 |
1 |
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Software; UD Thesis; MS
Word |
|
3 |
3 |
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Software; UD Thesis;
Tex, LaTex, AmsTex, emTex |
|
1 |
1 |
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Software; Word
Processing/Editors; MS Word |
13 |
1 |
14 |
| Software Count |
|
49 |
18 |
67 |
| Using UNIX |
|
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File Management; Disk
Quota |
|
1 |
1 |
|
Using Unix; Other |
1 |
|
1 |
| Using UNIX Count |
|
1 |
1 |
2 |
| Web |
|
|
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Drupal; Dev to
Prod/Prod to Dev |
1 |
|
1 |
|
Drupal; New Site |
6 |
1 |
7 |
|
Drupal; Support |
3 |
2 |
5 |
|
Web (WWW); Browsers;
Faculty/Staff |
2 |
|
2 |
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Web (WWW); Browsers;
Student |
1 |
1 |
2 |
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Web (WWW); Templates |
1 |
|
1 |
|
Web (WWW); Web Pages;
Faculty/Staff; Google Search |
1 |
|
1 |
|
Web (WWW); Web Pages;
Faculty/Staff; UD Calendar |
|
3 |
3 |
|
Web (WWW); Web Pages;
Faculty/Staff; Web Page |
11 |
|
11 |
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Web (WWW); Web Pages;
Student; Web Page |
|
5 |
5 |
| Web Count |
|
26 |
12 |
38 |
| Grand
Total |
|
663 |
515 |
1178 |
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