| IT
Help Center - September 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 others |
Students-Parents |
Grand Total |
| ProblemType2 |
ProblemType |
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| Central
Systems Access |
|
|
|
|
| |
Access; Activate; UNIX; Faculty/Staff |
13 |
|
13 |
| |
Access; Activate; UNIX; Student |
4 |
55 |
59 |
| |
Access; CAS Authentication |
4 |
|
4 |
| |
Access; Inactive users |
16 |
6 |
22 |
| |
Access; Out of funds |
1 |
|
1 |
| |
Access; Passwords; MVS |
8 |
|
8 |
| |
Access; Passwords; Other |
|
3 |
3 |
| |
Access; Passwords; Unix |
10 |
28 |
38 |
| |
Access; PINS; Faculty/Staff |
3 |
|
3 |
| |
Access; PINS; Student |
|
7 |
7 |
| |
Access; UD#1 Card |
|
1 |
1 |
| |
Access; Username |
14 |
22 |
36 |
| |
Learning; WebCT; Login |
9 |
54 |
63 |
| |
Software; Remedy; Access |
1 |
|
1 |
| |
Voice Mail; Resets/Reinitialize; Faculty/Staff |
8 |
1 |
9 |
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Voice Mail; Resets/Reinitialize; Student |
|
5 |
5 |
| Central
Systems Access Count |
|
91 |
182 |
273 |
| |
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| Central
Systems Software |
|
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Administrative Systems; DEV; ADVANCE Alumni/Development |
2 |
|
2 |
| |
Administrative Systems; Kiosks; Several Kiosks Involved |
1 |
|
1 |
| |
Administrative Systems; Payroll/Personnel; Benefits
Wellness |
1 |
|
1 |
| |
Administrative Systems; SIS; SIS+ |
1 |
2 |
3 |
| |
Administrative Systems; Web; Web Forms |
18 |
4 |
22 |
| |
Documentation |
3 |
|
3 |
| |
EZFORMS; FAI (Request for Services) |
3 |
|
3 |
| |
EZFORMS; JVs |
1 |
|
1 |
| |
EZFORMS; Sabbatical Leave Request |
1 |
|
1 |
| |
Peoplesoft; Financials |
4 |
|
4 |
| |
Peoplesoft; HR |
1 |
|
1 |
| |
Software Distribution |
2 |
|
2 |
| |
Voice Mail; General Questions |
11 |
5 |
16 |
| Central
Systems Software Count |
49 |
11 |
60 |
| |
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| Connecting
to UD |
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Connection; Duplicate IP |
5 |
7 |
12 |
| |
Connection; Ethernet; Faculty/Staff |
17 |
1 |
18 |
| |
Connection; Ethernet; Student; MoveIn |
1 |
15 |
16 |
| |
Connection; Ethernet; Student; Troubleshoot |
6 |
361 |
367 |
| |
Connection; ISP; Student |
|
6 |
6 |
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Connection; PPP; Faculty/Staff |
29 |
|
29 |
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Connection; PPP; Student |
5 |
22 |
27 |
| |
Connection; Software; FTP |
2 |
1 |
3 |
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Connection; Software; Telnet |
3 |
|
3 |
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Connection; Software; WSFTP |
1 |
|
1 |
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Connection; Wireless; Faculty/Staff |
8 |
1 |
9 |
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Connection; Wireless; Student |
2 |
15 |
17 |
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DCWO |
1 |
|
1 |
| Connecting
to UD Count |
|
80 |
429 |
509 |
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| Desktop
Systems |
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Desktop Systems; Maintenance; Faculty/Staff |
4 |
1 |
5 |
| |
Desktop Systems; Maintenance; Student |
|
21 |
21 |
| |
Desktop Systems; Setup |
23 |
5 |
28 |
| |
Desktop Systems; TSC; Pre-purchase |
2 |
1 |
3 |
| |
Desktop Systems; TSC; Software assistance |
|
2 |
2 |
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Desktop Systems; Use; Faculty/Staff |
127 |
2 |
129 |
| |
Desktop Systems; Use; Students |
9 |
248 |
257 |
| |
Virus; General Questions |
22 |
6 |
28 |
| |
Virus; Has Virus (port not off); Faculty/Staff |
19 |
|
19 |
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Virus; Has Virus (port not off); Student |
|
177 |
177 |
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Virus; Needs Software |
12 |
12 |
24 |
| Desktop
Systems Count |
|
218 |
475 |
693 |
| |
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| E-mail |
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E-Mail; General; Backup |
1 |
|
1 |
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E-Mail; General; Forward command |
3 |
20 |
23 |
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E-Mail; General; INBOX corrupted |
|
1 |
1 |
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E-Mail; General; INBOX recover |
11 |
3 |
14 |
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E-Mail; General; INBOX too large |
4 |
3 |
7 |
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E-Mail; General; Mail lists |
14 |
2 |
16 |
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E-Mail; General; Vacation message |
2 |
|
2 |
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E-Mail; MAC OS X; Faculty/Staff |
6 |
|
6 |
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E-Mail; MAC OS X; Student |
|
5 |
5 |
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E-Mail; Messenger; Address books |
3 |
|
3 |
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E-Mail; Messenger; Delete messages |
2 |
1 |
3 |
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E-Mail; Messenger; General (how to use) |
23 |
4 |
27 |
| |
E-Mail; Mozilla; Faculty/Staff |
31 |
|
31 |
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E-Mail; Mozilla; Student |
1 |
2 |
3 |
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E-Mail; Other |
34 |
16 |
50 |
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E-Mail; Outlook Express; Faculty/Staff |
15 |
|
15 |
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E-Mail; Outlook Express; Students |
1 |
16 |
17 |
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E-Mail; Outlook; Faculty/Staff |
11 |
|
11 |
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E-Mail; Outlook; Student |
|
4 |
4 |
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E-Mail; Pine; How To Use |
1 |
|
1 |
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E-Mail; Pine; Mail lock or corrupted inbox |
1 |
1 |
2 |
| |
E-Mail; Spam filtering |
4 |
1 |
5 |
| |
E-Mail; Webmail |
9 |
22 |
31 |
| E-mail
Count |
|
177 |
101 |
278 |
| |
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| General
Information |
|
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Computing Sites |
4 |
2 |
6 |
| |
Library |
1 |
|
1 |
| |
Other |
28 |
34 |
62 |
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Telephone; General; Information (x2000) |
|
1 |
1 |
| |
Telephone; General; Telephone Services |
1 |
9 |
10 |
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Telephone; General; Wrong number |
1 |
|
1 |
| |
Telephone; Voice Applications |
1 |
|
1 |
| General
Information Count |
|
36 |
46 |
82 |
| |
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| Learning
Systems |
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Instructional Technology; Classroom Setup |
1 |
|
1 |
| |
Learning; User Services, self-paced mods |
2 |
|
2 |
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Learning; WebCT; OHS |
|
2 |
2 |
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Learning; WebCT; Other |
53 |
69 |
122 |
| Learning
Systems Count |
|
56 |
71 |
127 |
| |
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| Printing |
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Printing; Local; Faculty/Staff |
19 |
|
19 |
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Printing; Local; Student |
1 |
34 |
35 |
| |
Printing; RJE |
24 |
|
24 |
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Printing; Unix; Queue |
2 |
|
2 |
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Printing; VendPrint |
1 |
2 |
3 |
| Printing
Count |
|
47 |
36 |
83 |
| |
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| Security |
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Security; Bandwidth |
1 |
|
1 |
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Security; Compromised |
129 |
166 |
295 |
| |
Security; Copyright |
3 |
50 |
53 |
| |
Security; Other |
7 |
3 |
10 |
| Security
Count |
|
140 |
219 |
359 |
| |
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| Service
Interruption |
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Service Interruption; Central System Problem |
5 |
2 |
7 |
| |
Service Interruption; Departmental Server |
5 |
|
5 |
| Service
Interruption Count |
|
10 |
2 |
12 |
| |
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| Software |
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Software; Database; Access |
3 |
|
3 |
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Software; Database; Other |
1 |
1 |
2 |
| |
Software; Other |
2 |
4 |
6 |
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Software; Presentation/Desktop Publish.; Adobe Go-Live |
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 |
2 |
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Software; Spreadsheets; Excel |
3 |
|
3 |
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Software; Stat/Math Applications; Matlab |
2 |
1 |
3 |
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Software; Stat/Math Applications; Minitab |
2 |
|
2 |
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Software; Stat/Math Applications; SAS |
1 |
|
1 |
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Software; UD Thesis; MS Word |
1 |
|
1 |
| |
Software; Word Processing/Editors; MS Word |
15 |
2 |
17 |
| |
Software; Word Processing/Editors; Word Perfect |
2 |
|
2 |
| Software
Count |
|
36 |
10 |
46 |
| |
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| TSC
Requests |
|
|
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TSC; Ethernet; New Setup |
|
1 |
1 |
| |
TSC; Ethernet; Repair |
1 |
13 |
14 |
| |
TSC; PPP; New Setup |
4 |
1 |
5 |
| |
TSC; PPP; Repair |
1 |
|
1 |
| |
TSC; Special Request |
5 |
9 |
14 |
| |
TSC; Troubleshoot; Boot Problems |
2 |
14 |
16 |
| |
TSC; Troubleshoot; Hardware |
2 |
4 |
6 |
| |
TSC; Troubleshoot; Operating System |
3 |
14 |
17 |
| |
TSC; Troubleshoot; Software |
6 |
8 |
14 |
| |
TSC; Troubleshoot; Spyware |
7 |
11 |
18 |
| |
TSC; Virus Repair |
11 |
40 |
51 |
| TSC
Requests Count |
|
42 |
115 |
157 |
| |
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| Using
UNIX |
|
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| |
File Management; Disk Quota |
1 |
1 |
2 |
| |
Using Unix; Command syntax |
2 |
1 |
3 |
| |
Using Unix; Other |
3 |
2 |
5 |
| Using
UNIX Count |
|
6 |
4 |
10 |
| |
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| Web |
|
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|
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| |
Web (WWW); Browsers; Faculty/Staff |
3 |
|
3 |
| |
Web (WWW); Browsers; Student |
|
2 |
2 |
| |
Web (WWW); Web Pages; Faculty/Staff |
15 |
2 |
17 |
| |
Web (WWW); Web Pages; Student |
2 |
13 |
15 |
| |
Web (WWW); Web Proxy |
9 |
15 |
24 |
| Web
Count |
|
29 |
32 |
61 |
| |
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| Grand
Total |
|
1017 |
1733 |
2750 |
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