| IT
Help Center - October 2004 |
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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; MVS |
1 |
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1 |
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Access; Activate; UNIX; Faculty/Staff |
8 |
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8 |
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Access; Activate; UNIX; Student |
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3 |
3 |
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Access; CAS Authentication |
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1 |
1 |
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Access; Change of Owner |
1 |
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1 |
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Access; Disk quota increase |
1 |
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1 |
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Access; Inactive users |
6 |
15 |
21 |
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Access; Passwords; MVS |
13 |
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13 |
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Access; Passwords; Other |
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1 |
1 |
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Access; Passwords; Unix |
19 |
6 |
25 |
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Access; PINS; Faculty/Staff |
4 |
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4 |
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Access; PINS; Student |
1 |
1 |
2 |
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Access; Username |
5 |
5 |
10 |
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Learning; WebCT; Login |
2 |
11 |
13 |
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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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| Central
Systems Access Count |
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63 |
43 |
106 |
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| Central
Systems Software |
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Administrative Systems; FIS; Purchasing |
1 |
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1 |
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Administrative Systems; Web; Web Forms |
9 |
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9 |
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Documentation |
4 |
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4 |
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EZFORMS; Change of Major/Minor |
1 |
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1 |
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EZFORMS; Equipment Relocation |
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; General |
1 |
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1 |
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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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Software; Remedy; Bugs |
1 |
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1 |
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Software; Remedy; Changes |
1 |
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1 |
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Voice Mail; General Questions |
1 |
1 |
2 |
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| Central
Systems Software Count |
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25 |
1 |
26 |
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| Connecting
to UD |
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Connection; Duplicate IP |
2 |
18 |
20 |
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Connection; Ethernet; Faculty/Staff |
21 |
3 |
24 |
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Connection; Ethernet; Student; MoveIn |
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1 |
1 |
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Connection; Ethernet; Student; Troubleshoot |
4 |
95 |
99 |
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Connection; ISP; Faculty/Staff |
3 |
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3 |
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Connection; ISP; Student |
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4 |
4 |
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Connection; PPP; Faculty/Staff |
34 |
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34 |
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Connection; PPP; Student |
3 |
10 |
13 |
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Connection; Software; Other |
1 |
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1 |
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Connection; Software; SSH |
1 |
2 |
3 |
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Connection; Software; Telnet |
3 |
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3 |
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Connection; Software; WSFTP |
1 |
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1 |
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Connection; Wireless; Faculty/Staff |
10 |
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10 |
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Connection; Wireless; Student |
1 |
13 |
14 |
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DCWO |
1 |
2 |
3 |
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| Connecting
to UD Count |
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85 |
148 |
233 |
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| Desktop
Systems |
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Desktop Systems; Maintenance; Faculty/Staff |
4 |
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4 |
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Desktop Systems; Maintenance; Student |
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3 |
3 |
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Desktop Systems; Setup |
16 |
2 |
18 |
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Desktop Systems; TSC; Pre-purchase |
1 |
1 |
2 |
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Desktop Systems; TSC; Software assistance |
4 |
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4 |
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Desktop Systems; Use; Faculty/Staff |
121 |
3 |
124 |
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Desktop Systems; Use; Students |
3 |
217 |
220 |
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LAN; Faculty/Staff |
1 |
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1 |
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Virus; General Questions |
6 |
5 |
11 |
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Virus; Has Virus (port not off); Faculty/Staff |
16 |
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16 |
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Virus; Has Virus (port not off); Student |
1 |
136 |
137 |
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Virus; Needs Software |
5 |
3 |
8 |
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| Desktop
Systems Count |
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178 |
370 |
548 |
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| E-mail |
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E-Mail; General; Forward command |
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4 |
4 |
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E-Mail; General; INBOX recover |
17 |
5 |
22 |
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E-Mail; General; INBOX too large |
5 |
2 |
7 |
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E-Mail; General; Mail lists |
8 |
2 |
10 |
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E-Mail; General; Vacation message |
5 |
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5 |
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E-Mail; MAC OS X; Faculty/Staff |
2 |
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2 |
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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 |
1 |
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1 |
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E-Mail; Messenger; Compact folders |
1 |
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1 |
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E-Mail; Messenger; Delete messages |
4 |
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4 |
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E-Mail; Messenger; General (how to use) |
19 |
1 |
20 |
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E-Mail; Messenger; Preferences |
1 |
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1 |
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E-Mail; Mozilla; Faculty/Staff |
19 |
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19 |
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E-Mail; Mozilla; Student |
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4 |
4 |
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E-Mail; Other |
37 |
17 |
54 |
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E-Mail; Outlook Express; Faculty/Staff |
7 |
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7 |
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E-Mail; Outlook Express; Students |
3 |
7 |
10 |
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E-Mail; Outlook; Faculty/Staff |
4 |
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4 |
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E-Mail; Outlook; Student |
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3 |
3 |
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E-Mail; Pine; How To Use |
5 |
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5 |
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E-Mail; Pine; Mail lock or corrupted inbox |
5 |
1 |
6 |
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E-Mail; Spam filtering |
9 |
1 |
10 |
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E-Mail; Webmail |
10 |
21 |
31 |
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| E-mail
Count |
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162 |
70 |
232 |
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| General
Information |
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Library |
1 |
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1 |
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Other |
25 |
4 |
29 |
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Telephone; General; Information (x2000) |
1 |
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1 |
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Telephone; General; Telephone Services |
7 |
2 |
9 |
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Telephone; General; Wrong number |
2 |
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2 |
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| General
Information Count |
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36 |
6 |
42 |
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| Learning
Systems |
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Learning; User Services, self-paced mods |
1 |
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1 |
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Learning; WebCT; Other |
21 |
22 |
43 |
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Test Scoring, Freq. Scanning |
4 |
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4 |
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| Learning
Systems Count |
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26 |
22 |
48 |
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| Printing |
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Printing; Local; Faculty/Staff |
17 |
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17 |
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Printing; Local; Student |
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5 |
5 |
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Printing; RJE |
8 |
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8 |
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Printing; VendPrint |
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1 |
1 |
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Scanning |
1 |
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1 |
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| Printing
Count |
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26 |
6 |
32 |
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| Security |
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Security; Compromised |
32 |
151 |
183 |
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Security; Copyright |
1 |
48 |
49 |
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Security; Other |
4 |
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4 |
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| Security
Count |
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37 |
199 |
236 |
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| Service
Interruption |
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Service Interruption; Central System Problem |
8 |
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8 |
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Service Interruption; Departmental Server |
1 |
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1 |
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| Service
Interruption Count |
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9 |
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9 |
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| Software |
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Software; Database; Access |
1 |
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1 |
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Software; Graphics |
1 |
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1 |
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Software; Other |
4 |
1 |
5 |
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Software; Presentation/Desktop Publish.; Adobe Go-Live |
2 |
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2 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
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1 |
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Software; Presentation/Desktop Publish.; Other |
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2 |
2 |
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Software; Presentation/Desktop Publish.; Powerpoint |
2 |
1 |
3 |
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Software; Spreadsheets; Excel |
2 |
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2 |
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Software; Stat/Math Applications; Other Stat/Math
Problems |
1 |
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1 |
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Software; Stat/Math Applications; SAS |
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1 |
1 |
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Software; UD Thesis; MS Word |
3 |
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3 |
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Software; Word Processing/Editors; MS Word |
12 |
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12 |
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Software; Word Processing/Editors; Other |
1 |
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1 |
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Software; Word Processing/Editors; Word Perfect |
1 |
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1 |
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| Software
Count |
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31 |
5 |
36 |
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| TSC
Requests |
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TSC; Ethernet; Repair |
1 |
5 |
6 |
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TSC; PPP; New Setup |
1 |
1 |
2 |
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TSC; PPP; Repair |
2 |
1 |
3 |
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TSC; Special Request |
11 |
9 |
20 |
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TSC; Troubleshoot; Boot Problems |
8 |
17 |
25 |
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TSC; Troubleshoot; Hardware |
3 |
3 |
6 |
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TSC; Troubleshoot; Operating System |
3 |
11 |
14 |
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TSC; Troubleshoot; Software |
7 |
11 |
18 |
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TSC; Troubleshoot; Spyware |
8 |
14 |
22 |
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TSC; Virus Repair |
10 |
31 |
41 |
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| TSC
Requests Count |
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54 |
103 |
157 |
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| Using
UNIX |
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File Management; Disk Quota |
10 |
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10 |
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Using Unix; Command syntax |
1 |
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1 |
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Using Unix; Other |
3 |
3 |
6 |
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| Using
UNIX Count |
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14 |
3 |
17 |
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| Web |
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Web (WWW); Browsers; Faculty/Staff |
7 |
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7 |
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Web (WWW); Web Pages; Faculty/Staff |
4 |
1 |
5 |
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Web (WWW); Web Pages; Student |
2 |
10 |
12 |
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Web (WWW); Web Proxy |
8 |
7 |
15 |
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| Web
Count |
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21 |
18 |
39 |
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| Grand
Total |
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767 |
994 |
1761 |
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