| IT
Help Center - October 2006 |
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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 |
| ProblemType2 |
ProblemType |
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| Central
Systems Access |
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| |
Access; Activate; UNIX;
Faculty/Staff |
13 |
1 |
14 |
| |
Access; Activate; UNIX; Student |
3 |
15 |
18 |
| |
Access; CAS Authentication |
12 |
|
12 |
| |
Access; Change of Owner |
2 |
1 |
3 |
| |
Access; Inactive users |
5 |
8 |
13 |
| |
Access; Out of funds |
|
3 |
3 |
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Access; Passwords; MVS |
8 |
|
8 |
| |
Access; Passwords; Other |
1 |
1 |
2 |
| |
Access; Passwords; Unix |
7 |
6 |
13 |
| |
Access; PINS; Faculty/Staff |
2 |
|
2 |
| |
Access; Username |
13 |
3 |
16 |
| |
Learning; MyCourses; Login |
|
5 |
5 |
| |
Software; Calendar Server
(SunOne); Access |
2 |
|
2 |
| |
Software; Remedy; Access |
3 |
|
3 |
| |
Voice Mail; Resets/Reinitialize;
Faculty/Staff |
5 |
|
5 |
| Central
Systems Access Count |
76 |
43 |
119 |
| |
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| Central
Systems Software |
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Administrative Systems; SIS; SIS+ |
1 |
1 |
2 |
| |
Administrative Systems; Web; Web
Forms |
13 |
2 |
15 |
| |
Documentation |
1 |
|
1 |
| |
Peoplesoft; SIS |
7 |
|
7 |
| |
Software; Remedy; Changes |
1 |
|
1 |
| |
Voice Mail; General Questions |
6 |
1 |
7 |
| Central
Systems Software Count |
29 |
4 |
33 |
| |
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| Connecting
to UD |
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Connection; Ethernet;
Faculty/Staff |
6 |
2 |
8 |
| |
Connection; Ethernet; Student;
Troubleshoot |
|
41 |
41 |
| |
Connection; IP; Duplicate |
5 |
1 |
6 |
| |
Connection; IP; Release/Renew |
|
2 |
2 |
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Connection; IP; Troubleshoot |
2 |
9 |
11 |
| |
Connection; ISP; Faculty/Staff |
2 |
|
2 |
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Connection; PPP; Faculty/Staff |
13 |
|
13 |
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Connection; PPP; Student |
1 |
|
1 |
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Connection; Software; SSH |
1 |
|
1 |
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Connection; VPN |
1 |
|
1 |
| |
Connection; Wireless;
Faculty/Staff |
4 |
|
4 |
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Connection; Wireless; Student |
|
24 |
24 |
| |
DCWO |
2 |
2 |
4 |
| Connecting
to UD Count |
|
37 |
81 |
118 |
| |
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| Desktop
Systems |
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Departmental Servers |
9 |
|
9 |
| |
Desktop Systems; Maintenance;
Faculty/Staff |
2 |
1 |
3 |
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Desktop Systems; Maintenance;
Student |
|
8 |
8 |
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Desktop Systems; Setup |
1 |
|
1 |
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Desktop Systems; TSC;
Pre-purchase |
1 |
|
1 |
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Desktop Systems; TSC; Software
assistance |
|
1 |
1 |
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Desktop Systems; Use;
Faculty/Staff |
62 |
1 |
63 |
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Desktop Systems; Use; Students |
2 |
43 |
45 |
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LAN; Faculty/Staff |
2 |
|
2 |
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Security; PNPI |
1 |
|
1 |
| |
Virus; General Questions |
4 |
3 |
7 |
| |
Virus; Has Virus (port not off);
Faculty/Staff |
4 |
|
4 |
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Virus; Has Virus (port not off);
Student |
|
28 |
28 |
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Virus; Needs Software |
3 |
4 |
7 |
| Desktop
Systems Count |
|
91 |
89 |
180 |
| |
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| E-mail |
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E-Mail; General; Forward command |
5 |
4 |
9 |
| |
E-Mail; General; INBOX recover |
1 |
1 |
2 |
| |
E-Mail; General; Mail lists |
12 |
8 |
20 |
| |
E-Mail; General; Vacation message |
1 |
|
1 |
| |
E-Mail; MAC OS X; Faculty/Staff |
3 |
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3 |
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E-Mail; MAC OS X; Student |
|
2 |
2 |
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E-Mail; Messenger; General (how
to use) |
2 |
|
2 |
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E-Mail; Messenger; Preferences |
1 |
|
1 |
| |
E-Mail; Mirapoint; Faculty/Staff |
33 |
1 |
34 |
| |
E-Mail; Mirapoint; Student |
1 |
7 |
8 |
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E-Mail; Mozilla; Faculty/Staff |
12 |
1 |
13 |
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E-Mail; Other |
52 |
10 |
62 |
| |
E-Mail; Outlook Express;
Faculty/Staff |
7 |
1 |
8 |
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E-Mail; Outlook Express; Students |
|
1 |
1 |
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E-Mail; Outlook; Faculty/Staff |
6 |
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6 |
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E-Mail; Outlook; Student |
|
1 |
1 |
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E-Mail; Spam filtering |
18 |
8 |
26 |
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E-Mail; Webmail |
12 |
2 |
14 |
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Newsgroups; Using |
1 |
|
1 |
| E-mail
Count |
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167 |
47 |
214 |
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| General
Information |
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Computing Sites |
1 |
|
1 |
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Library |
|
2 |
2 |
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Other |
18 |
11 |
29 |
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Telephone; General; Information
(x2000) |
4 |
|
4 |
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Telephone; General; Telephone
Services |
1 |
|
1 |
| General
Information Count |
|
24 |
13 |
37 |
| |
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| Learning
Systems |
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Instructional Technology;
Classroom Setup |
2 |
1 |
3 |
| |
Learning; Clickers |
1 |
|
1 |
| |
Learning; MyCourses; OHS |
1 |
1 |
2 |
| |
Learning; MyCourses; Other |
21 |
6 |
27 |
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Test Scoring, Freq. Scanning |
2 |
|
2 |
| Learning
Systems Count |
|
27 |
8 |
35 |
| |
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| Printing |
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Printing; Local; Faculty/Staff |
11 |
|
11 |
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Printing; Local; Student |
|
10 |
10 |
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Printing; RJE |
1 |
|
1 |
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Printing; VendPrint |
|
1 |
1 |
| Printing
Count |
|
12 |
11 |
23 |
| |
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| Security |
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Security; Compromised |
9 |
41 |
50 |
| |
Security; Copyright |
2 |
31 |
33 |
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Security; Other |
3 |
4 |
7 |
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Security; Rogue DHCP |
3 |
11 |
14 |
| Security
Count |
|
17 |
87 |
104 |
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| Service
Interruption |
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Service Interruption; Central
System Outage |
2 |
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2 |
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Service Interruption; Central
System Problem |
1 |
|
1 |
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Service Interruption;
Departmental Server |
3 |
|
3 |
| Service
Interruption Count |
|
6 |
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6 |
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| Software |
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Software; Calendar Server
(SunOne); Usage |
2 |
|
2 |
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Software; Database; Other |
1 |
|
1 |
| |
Software; Other |
7 |
3 |
10 |
| |
Software; Presentation/Desktop
Publish.; Dreamweaver |
1 |
|
1 |
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Software; Presentation/Desktop
Publish.; Other |
2 |
1 |
3 |
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Software; Presentation/Desktop
Publish.; Powerpoint |
1 |
|
1 |
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Software; Spreadsheets; Excel |
2 |
2 |
4 |
| |
Software; Stat/Math Applications;
Matlab |
2 |
1 |
3 |
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Software; UD Thesis; MS Word |
1 |
2 |
3 |
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Software; Word
Processing/Editors; LaTeX |
|
1 |
1 |
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Software; Word
Processing/Editors; MS Word |
8 |
4 |
12 |
| Software
Count |
|
27 |
14 |
41 |
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| TSC
Requests |
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TSC; Ethernet; Repair |
|
1 |
1 |
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TSC; PPP; New Setup |
2 |
|
2 |
| |
TSC; Special Request |
22 |
14 |
36 |
| |
TSC; Troubleshoot; Boot Problems |
1 |
9 |
10 |
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TSC; Troubleshoot; Hardware |
|
6 |
6 |
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TSC; Troubleshoot; Operating
System |
3 |
4 |
7 |
| |
TSC; Troubleshoot; Software |
1 |
2 |
3 |
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TSC; Troubleshoot; Spyware |
2 |
1 |
3 |
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TSC; Virus Repair |
3 |
2 |
5 |
| TSC
Requests Count |
|
34 |
39 |
73 |
| |
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| Using
UNIX |
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File Management; Disk Quota |
2 |
4 |
6 |
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Using Unix; Command syntax |
|
2 |
2 |
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Using Unix; Other |
2 |
6 |
8 |
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Using Unix; Setup problems |
1 |
|
1 |
| Using
UNIX Count |
|
5 |
12 |
17 |
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| Web |
|
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Web (WWW); Browsers;
Faculty/Staff |
3 |
|
3 |
| |
Web (WWW); Browsers; Student |
|
1 |
1 |
| |
Web (WWW); Web Pages;
Faculty/Staff |
12 |
2 |
14 |
| |
Web (WWW); Web Pages; Student |
|
9 |
9 |
| |
Web (WWW); Web Proxy |
3 |
4 |
7 |
| Web
Count |
|
18 |
16 |
34 |
| |
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| Grand
Total |
|
570 |
464 |
1034 |
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