| IT
Help Center - October 2007 |
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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 |
2 |
7 |
9 |
| |
Access; CAS Authentication |
3 |
|
3 |
| |
Access; Change of Owner |
1 |
|
1 |
| |
Access; Inactive users |
3 |
7 |
10 |
| |
Access; Out of funds |
|
1 |
1 |
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Access; Passwords; Other |
|
1 |
1 |
| |
Access; Passwords; Unix |
9 |
13 |
22 |
| |
Access; PINS; Faculty/Staff |
7 |
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7 |
| |
Access; PINS; Student |
|
2 |
2 |
| |
Access; UD ID |
3 |
3 |
6 |
| |
Access; UDelNetID |
3 |
1 |
4 |
| |
Learning; MyCourses; Login |
1 |
1 |
2 |
| |
Software; Calendar Server (SunOne); Access |
2 |
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2 |
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Software; Remedy; Access |
5 |
|
5 |
| |
Voice Mail; Resets/Reinitialize; Faculty/Staff |
4 |
1 |
5 |
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Voice Mail; Resets/Reinitialize; Student |
|
1 |
1 |
| Central
Systems Access Count |
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56 |
39 |
95 |
| |
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| Central
Systems Software |
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Administrative Systems; Peoplesoft; Financials |
4 |
|
4 |
| |
Administrative Systems; Peoplesoft; UDSIS |
12 |
9 |
21 |
| |
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
| |
Administrative Systems; Web; Web Forms |
16 |
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16 |
| |
Software; Remedy; Changes |
1 |
|
1 |
| |
Voice Mail; General Questions |
4 |
3 |
7 |
| Central
Systems Software Count |
|
38 |
12 |
50 |
| |
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| Connecting
to UD |
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Connection; Ethernet; Faculty/Staff |
12 |
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12 |
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Connection; Ethernet; Student; Troubleshoot |
1 |
50 |
51 |
| |
Connection; IP; Duplicate |
3 |
2 |
5 |
| |
Connection; IP; Release/Renew |
1 |
1 |
2 |
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Connection; IP; Troubleshoot |
3 |
2 |
5 |
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Connection; ISP; Faculty/Staff |
1 |
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1 |
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Connection; ISP; Student |
|
1 |
1 |
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Connection; PPP; Faculty/Staff |
10 |
|
10 |
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Connection; PPP; Student |
1 |
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1 |
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Connection; Software; Other |
1 |
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1 |
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Connection; Software; SSH |
2 |
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2 |
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Connection; VPN |
3 |
1 |
4 |
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Connection; Wireless; Faculty/Staff |
9 |
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9 |
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Connection; Wireless; Student |
1 |
20 |
21 |
| Connecting
to UD Count |
|
48 |
77 |
125 |
| |
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| Desktop
Systems |
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Departmental Servers |
8 |
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8 |
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Desktop Systems; Maintenance; Faculty/Staff |
2 |
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2 |
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Desktop Systems; Maintenance; Student |
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11 |
11 |
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Desktop Systems; Setup |
10 |
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10 |
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Desktop Systems; TSC; Software assistance |
4 |
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4 |
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Desktop Systems; Use; Faculty/Staff |
47 |
8 |
55 |
| |
Desktop Systems; Use; Students |
4 |
45 |
49 |
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LAN; Faculty/Staff |
1 |
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1 |
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Security; PNPI |
1 |
|
1 |
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Virus; General Questions |
4 |
3 |
7 |
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Virus; Has Virus (port not off); Faculty/Staff |
1 |
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1 |
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Virus; Has Virus (port not off); Student |
|
30 |
30 |
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Virus; Needs Software |
3 |
5 |
8 |
| Desktop
Systems Count |
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85 |
102 |
187 |
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| E-mail |
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E-Mail; DropBox |
2 |
1 |
3 |
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E-Mail; General; Forward command |
5 |
2 |
7 |
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E-Mail; General; INBOX recover messages |
1 |
2 |
3 |
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E-Mail; General; Mail lists; General |
12 |
1 |
13 |
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E-Mail; General; Mail lists; PO Box |
25 |
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25 |
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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 |
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1 |
1 |
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E-Mail; Mirapoint; Faculty/Staff |
6 |
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6 |
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E-Mail; Mirapoint; Student |
1 |
3 |
4 |
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E-Mail; Mozilla; Faculty/Staff |
8 |
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8 |
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E-Mail; Other |
13 |
4 |
17 |
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E-Mail; Outlook Express; Faculty/Staff |
5 |
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5 |
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E-Mail; Outlook Express; Students |
1 |
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1 |
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E-Mail; Outlook; Faculty/Staff |
7 |
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7 |
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E-Mail; Outlook; Student |
1 |
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1 |
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E-Mail; Quota |
4 |
4 |
8 |
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E-Mail; Spam filtering |
8 |
5 |
13 |
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E-Mail; Thunderbird; Faculty/Staff |
4 |
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4 |
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E-Mail; Thunderbird; Student |
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2 |
2 |
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E-Mail; Webmail; Faculty/Staff |
8 |
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8 |
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E-Mail; Webmail; Student |
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8 |
8 |
| E-mail
Count |
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114 |
33 |
147 |
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| General
Information |
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Computing Sites |
1 |
2 |
3 |
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Other |
29 |
18 |
47 |
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Telephone; Cellular Wireless |
22 |
|
22 |
| General
Information Count |
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52 |
20 |
72 |
| |
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| Learning
Systems |
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Instructional Technology; Audio/Visual Equip fail (UMS) |
1 |
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1 |
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Learning; Clickers |
3 |
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3 |
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Learning; MyCourses; Other |
12 |
9 |
21 |
| Learning
Systems Count |
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16 |
9 |
25 |
| |
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| Printing |
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Printing; Local; Faculty/Staff |
2 |
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2 |
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Printing; Local; Student |
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11 |
11 |
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Printing; Network; Faculty/Staff |
4 |
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4 |
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Printing; RJE |
1 |
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1 |
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Printing; VendPrint |
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2 |
2 |
| Printing
Count |
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7 |
13 |
20 |
| |
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| Security |
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Security; Compromised |
6 |
17 |
23 |
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Security; Copyright |
11 |
50 |
61 |
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Security; Other |
2 |
1 |
3 |
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Security; Rogue DHCP |
1 |
3 |
4 |
| Security
Count |
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20 |
71 |
91 |
| |
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| Service
Interruption |
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Service Interruption; Central System Outage |
1 |
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1 |
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Service Interruption; Central System Problem |
1 |
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1 |
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Service Interruption; Departmental Server |
1 |
|
1 |
| Service
Interruption Count |
|
3 |
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3 |
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| Software |
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Software; Calendar Server (SunOne); Usage |
1 |
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1 |
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Software; Graphics |
|
1 |
1 |
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Software; Other |
12 |
2 |
14 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
|
1 |
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Software; Presentation/Desktop Publish.; Other |
|
1 |
1 |
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Software; Presentation/Desktop Publish.; Powerpoint |
1 |
|
1 |
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Software; Spreadsheets; Excel |
2 |
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2 |
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Software; Stat/Math Applications; Maple |
1 |
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1 |
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Software; Stat/Math Applications; Matlab |
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2 |
2 |
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Software; UD Thesis; MS Word |
1 |
5 |
6 |
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Software; Word Processing/Editors; MS Word |
6 |
|
6 |
| Software
Count |
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25 |
11 |
36 |
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| TSC
Requests |
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TSC; Ethernet; Repair |
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1 |
1 |
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TSC; PPP; New Setup |
3 |
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3 |
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TSC; Special Request |
14 |
20 |
34 |
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TSC; Troubleshoot; Boot Problems |
5 |
12 |
17 |
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TSC; Troubleshoot; Hardware |
1 |
16 |
17 |
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TSC; Troubleshoot; Operating System |
2 |
18 |
20 |
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TSC; Troubleshoot; Software |
3 |
10 |
13 |
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TSC; Troubleshoot; Spyware |
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2 |
2 |
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TSC; Virus Repair |
9 |
25 |
34 |
| TSC
Requests Count |
|
37 |
104 |
141 |
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| Using
UNIX |
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File Management; Disk Quota |
2 |
4 |
6 |
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Using Unix; Setup problems |
|
1 |
1 |
| Using
UNIX Count |
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2 |
5 |
7 |
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| Web |
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Web (WWW); Browsers; Faculty/Staff |
1 |
|
1 |
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Web (WWW); Web Pages; Faculty/Staff |
15 |
2 |
17 |
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Web (WWW); Web Pages; Student |
1 |
11 |
12 |
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Web (WWW); Web Proxy |
3 |
3 |
6 |
| Web
Count |
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20 |
16 |
36 |
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| Grand
Total |
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523 |
512 |
1035 |
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