| IT
Help Center - October 2009 |
|
|
|
|
| All Reported Problems |
|
|
|
|
|
|
|
|
|
| Count of Ticket# |
|
|
|
|
|
|
Faculty-Staff-
all other |
Students-Parents |
Grand Total |
| |
ProblemType |
|
|
|
| Central Systems Access |
|
|
|
|
|
Access; Activate; UNIX; Faculty/Staff |
1 |
2 |
3 |
|
Access; Activate; UNIX; Student |
1 |
7 |
8 |
|
Access; CAS Authentication |
1 |
2 |
3 |
|
Access; Inactive users |
10 |
27 |
37 |
|
Access; Other |
2 |
|
2 |
|
Access; Out of funds |
|
1 |
1 |
|
Access; Passwords; Other |
1 |
1 |
2 |
|
Access; Passwords; Unix |
7 |
8 |
15 |
|
Access; PINS; Faculty/Staff |
4 |
|
4 |
|
Access; PINS; Student |
|
2 |
2 |
|
Access; UD ID |
4 |
2 |
6 |
|
Access; UDelNetID |
8 |
5 |
13 |
|
Access; UNIX |
1 |
|
1 |
|
Departmental Servers; Access |
2 |
|
2 |
|
Drupal; Access |
2 |
1 |
3 |
|
Exchange; Blackberry; Activation |
14 |
1 |
15 |
|
Exchange; New Account |
16 |
1 |
17 |
|
Exchange; Password Reset |
4 |
|
4 |
|
Exchange; Username Change |
1 |
|
1 |
|
Learning; Sakai; Login |
6 |
3 |
9 |
|
Sharepoint; New Account |
4 |
1 |
5 |
|
Software; Calendar Server (SunOne); Access |
3 |
|
3 |
|
Software; Remedy; Access |
5 |
|
5 |
|
Voice Mail; Resets/Reinitialize; Faculty/Staff |
5 |
|
5 |
| Central Systems Access Count |
|
102 |
64 |
166 |
| Central Systems Software |
|
|
|
|
|
Administrative Systems; Peoplesoft; Financials |
1 |
|
1 |
|
Administrative Systems; Peoplesoft; UDSIS |
16 |
7 |
23 |
|
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
|
Administrative Systems; Web; Web Forms |
9 |
|
9 |
|
Documentation |
5 |
|
5 |
|
Software Distribution |
3 |
2 |
5 |
|
Software; Remedy; Bugs |
2 |
1 |
3 |
|
Software; Remedy; Changes |
2 |
|
2 |
|
Voice Mail; General Questions |
1 |
1 |
2 |
|
Web (WWW); Browsers; Faculty/Staff |
2 |
|
2 |
| Central Systems Software Count |
|
42 |
11 |
53 |
| Computing Systems |
|
|
|
|
|
Departmental Servers; Other |
6 |
1 |
7 |
|
Departmental Servers; Samba |
4 |
|
4 |
|
Desktop Systems; CS&S; Pre-purchase |
1 |
1 |
2 |
|
Desktop Systems; CS&S; Software assistance |
1 |
|
1 |
|
Desktop Systems; Maintenance; Faculty/Staff |
7 |
|
7 |
|
Desktop Systems; Maintenance; Student |
|
18 |
18 |
|
Desktop Systems; Setup |
4 |
1 |
5 |
|
Desktop Systems; Use; Faculty/Staff |
40 |
2 |
42 |
|
Desktop Systems; Use; Students |
|
32 |
32 |
|
LAN; Faculty/Staff |
1 |
|
1 |
|
Security; PNPI |
1 |
|
1 |
|
Virus; General Questions |
1 |
|
1 |
|
Virus; Has Virus (port not off); Faculty/Staff |
5 |
|
5 |
|
Virus; Has Virus (port not off); Student |
|
17 |
17 |
|
Virus; Needs Software |
4 |
3 |
7 |
| Computing Systems Count |
|
75 |
75 |
150 |
| Connecting to UD |
|
|
|
|
|
Connection; Ethernet; Faculty/Staff; Register |
3 |
1 |
4 |
|
Connection; Ethernet; Faculty/Staff; Troubleshoot |
9 |
2 |
11 |
|
Connection; Ethernet; Faculty/Staff; Troubleshoot rewire |
1 |
|
1 |
|
Connection; Ethernet; Student; Troubleshoot |
|
17 |
17 |
|
Connection; Guest Registration |
5 |
1 |
6 |
|
Connection; IP; Duplicate |
4 |
2 |
6 |
|
Connection; IP; Troubleshoot |
1 |
2 |
3 |
|
Connection; PPP; Faculty/Staff |
7 |
|
7 |
|
Connection; PPP; Student |
1 |
|
1 |
|
Connection; Software; SSH |
1 |
|
1 |
|
Connection; VPN |
2 |
4 |
6 |
|
Connection; Wireless; Faculty/Staff |
11 |
1 |
12 |
|
Connection; Wireless; Router |
|
5 |
5 |
|
Connection; Wireless; Student |
1 |
20 |
21 |
| Connecting to UD Count |
|
46 |
55 |
101 |
| CS&S Service Desk Requests |
|
|
|
|
|
CS&S; Data Recovery; Student |
|
3 |
3 |
|
CS&S; Diagnostics/Tuneup |
4 |
11 |
15 |
|
CS&S; General |
4 |
20 |
24 |
|
CS&S; General (error Message) |
|
1 |
1 |
|
CS&S; Malware/Virus Repair |
|
25 |
25 |
|
CS&S; Network Issues |
|
4 |
4 |
|
CS&S; Other/Unresolvable |
1 |
3 |
4 |
|
CS&S; Special Request |
1 |
3 |
4 |
| CS&S Service Desk Requests Count |
|
10 |
70 |
80 |
| E-mail |
|
|
|
|
|
E-Mail; DropBox |
5 |
|
5 |
|
E-Mail; General; Forward command |
1 |
4 |
5 |
|
E-Mail; General; INBOX recover messages |
1 |
|
1 |
|
E-Mail; General; INBOX too large |
2 |
|
2 |
|
E-Mail; General; Vacation message |
1 |
|
1 |
|
E-Mail; MAC OS X; Faculty/Staff |
5 |
|
5 |
|
E-Mail; MAC OS X; Student |
|
1 |
1 |
|
E-Mail; Mail Lists; General |
5 |
1 |
6 |
|
E-Mail; Mail Lists; Lists |
13 |
3 |
16 |
|
E-Mail; Mail Lists; PO Box |
15 |
1 |
16 |
|
E-Mail; Mail Lists; Shared Mailbox |
2 |
2 |
4 |
|
E-Mail; Mirapoint; Faculty/Staff |
11 |
|
11 |
|
E-Mail; Mirapoint; Student |
1 |
1 |
2 |
|
E-Mail; Mozilla; Faculty/Staff |
2 |
|
2 |
|
E-Mail; Other |
15 |
9 |
24 |
|
E-Mail; Outlook Express; Faculty/Staff |
2 |
|
2 |
|
E-Mail; Outlook; Faculty/Staff |
6 |
1 |
7 |
|
E-Mail; Outlook; Student |
|
1 |
1 |
|
E-Mail; Quota |
11 |
9 |
20 |
|
E-Mail; Spam filtering |
4 |
4 |
8 |
|
E-Mail; Thunderbird; Faculty/Staff |
5 |
|
5 |
|
E-Mail; Thunderbird; Student |
1 |
1 |
2 |
|
E-Mail; Webmail; Faculty/Staff |
2 |
1 |
3 |
|
E-Mail; Webmail; Student |
2 |
10 |
12 |
|
Exchange; Blackberry; Help |
7 |
|
7 |
|
Exchange; General Help |
11 |
2 |
13 |
|
Exchange; Outlook |
11 |
|
11 |
|
Exchange; Public Folder |
9 |
|
9 |
|
Exchange; Quota |
6 |
2 |
8 |
|
Exchange; Shared Mailbox |
7 |
|
7 |
| E-mail Count |
|
163 |
53 |
216 |
| General Information |
|
|
|
|
|
General; General Questions |
1 |
2 |
3 |
|
Library |
5 |
1 |
6 |
|
Other |
25 |
18 |
43 |
|
Telephone; Cellular Wireless |
48 |
2 |
50 |
|
Test |
1 |
|
1 |
| General Information Count |
|
80 |
23 |
103 |
| Learning Systems |
|
|
|
|
|
Instructional Technology; Classroom Setup |
2 |
1 |
3 |
|
Learning; Sakai; Comments |
8 |
1 |
9 |
|
Learning; Sakai; Other |
53 |
21 |
74 |
|
Learning; Sakai; Projects |
3 |
|
3 |
|
Learning; User Services, self-paced mods |
4 |
|
4 |
|
Test Scoring, Freq. Scanning |
1 |
|
1 |
| Learning Systems Count |
|
71 |
23 |
94 |
| Printing |
|
|
|
|
|
Printing; Local; Faculty/Staff |
3 |
|
3 |
|
Printing; Local; Student |
|
11 |
11 |
|
Printing; Network; Faculty/Staff |
6 |
1 |
7 |
|
Printing; Unix; Color/Poster |
3 |
1 |
4 |
|
Printing; VendPrint |
1 |
1 |
2 |
| Printing Count |
|
13 |
14 |
27 |
| Security |
|
|
|
|
|
Security; Compromised |
17 |
35 |
52 |
|
Security; Copyright |
16 |
60 |
76 |
|
Security; Other |
5 |
4 |
9 |
|
Security; Rogue DHCP |
|
1 |
1 |
| Security Count |
|
38 |
100 |
138 |
| Service Interruption |
|
|
|
|
|
Service Interruption; Central System Problem |
1 |
|
1 |
| Service Interruption
Count |
|
1 |
|
1 |
| Software |
|
|
|
|
|
Qualtrics (Survey/Polls) |
1 |
|
1 |
|
Sharepoint; Help |
8 |
|
8 |
|
Sharepoint; New Site |
4 |
|
4 |
|
Software; Database; Access |
2 |
|
2 |
|
Software; Database; Other |
1 |
|
1 |
|
Software; Office |
2 |
2 |
4 |
|
Software; Other |
10 |
3 |
13 |
|
Software; Presentation/Desktop Publish.; Other |
1 |
|
1 |
|
Software; Presentation/Desktop Publish.; Powerpoint |
|
1 |
1 |
|
Software; Spreadsheets; Excel |
2 |
|
2 |
|
Software; Stat/Math Applications; Maple |
|
1 |
1 |
|
Software; Stat/Math Applications; Matlab |
2 |
6 |
8 |
|
Software; Stat/Math Applications; Other Stat/Math Problems |
4 |
2 |
6 |
|
Software; Stat/Math Applications; SAS |
1 |
|
1 |
|
Software; UD Thesis; MS Word |
|
5 |
5 |
|
Software; Word Processing/Editors; LaTeX |
1 |
|
1 |
|
Software; Word Processing/Editors; MS Word |
4 |
3 |
7 |
|
Software; Word Processing/Editors; Other |
|
1 |
1 |
| Software Count |
|
43 |
24 |
67 |
| Using UNIX |
|
|
|
|
|
Using Unix; Command syntax |
1 |
1 |
2 |
|
Using Unix; Other |
3 |
3 |
6 |
|
Using Unix; Setup problems |
1 |
|
1 |
| Using UNIX Count |
|
5 |
4 |
9 |
| Web |
|
|
|
|
|
Drupal; Dev to Prod/Prod to Dev |
3 |
|
3 |
|
Drupal; New Site |
3 |
|
3 |
|
Drupal; Support |
8 |
2 |
10 |
|
Web (WWW); Web Pages; Faculty/Staff; Google Search |
2 |
|
2 |
|
Web (WWW); Web Pages; Faculty/Staff; Web Page |
16 |
1 |
17 |
|
Web (WWW); Web Pages; Student; Web Page |
2 |
7 |
9 |
|
Web (WWW); Web Proxy |
|
1 |
1 |
| Web Count |
|
34 |
11 |
45 |
| Grand Total |
|
723 |
527 |
1250 |
|
|
|
|
|