| IT
Help Center - September 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 |
20 |
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20 |
| |
Access; Activate; UNIX; Student |
|
59 |
59 |
| |
Access; CAS Authentication |
|
2 |
2 |
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Access; Change of Owner |
|
1 |
1 |
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Access; Inactive users |
24 |
35 |
59 |
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Access; Passwords; MVS |
9 |
|
9 |
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Access; Passwords; Unix |
14 |
14 |
28 |
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Access; PINS; Faculty/Staff |
1 |
|
1 |
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Access; Register username |
1 |
|
1 |
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Access; Username |
6 |
4 |
10 |
| |
Learning; MyCourses; Login |
3 |
10 |
13 |
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Software; Calendar Server (SunOne); Access |
2 |
2 |
4 |
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Voice Mail; Resets/Reinitialize; Faculty/Staff |
7 |
|
7 |
| Central
Systems Access Count |
|
87 |
127 |
214 |
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| Central
Systems Software |
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Administrative Systems; Kiosks; 1 Kiosk Involved |
|
1 |
1 |
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Administrative Systems; Reporting; Cognos |
1 |
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1 |
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Administrative Systems; SIS; ID System |
1 |
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1 |
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Administrative Systems; SIS; SIS+ |
3 |
5 |
8 |
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Administrative Systems; Web; Web Forms |
15 |
1 |
16 |
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Peoplesoft; Financials |
3 |
|
3 |
| |
Peoplesoft; SIS |
2 |
1 |
3 |
| |
Software Distribution |
1 |
|
1 |
| |
Voice Mail; General Questions |
3 |
4 |
7 |
| Central
Systems Software Count |
|
29 |
12 |
41 |
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| Connecting
to UD |
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Connection; Ethernet; Faculty/Staff |
15 |
4 |
19 |
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Connection; Ethernet; Student; Troubleshoot |
1 |
107 |
108 |
| |
Connection; IP; Duplicate |
2 |
|
2 |
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Connection; IP; Release/Renew |
3 |
3 |
6 |
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Connection; IP; Troubleshoot |
3 |
13 |
16 |
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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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5 |
5 |
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Connection; PPP; Faculty/Staff |
7 |
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7 |
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Connection; Software; FTP |
1 |
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1 |
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Connection; Software; Other |
2 |
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2 |
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Connection; Software; SSH |
1 |
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1 |
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Connection; VPN |
2 |
1 |
3 |
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Connection; Wireless; Faculty/Staff |
4 |
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4 |
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Connection; Wireless; Student |
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25 |
25 |
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DCWO |
|
1 |
1 |
| Connecting
to UD Count |
|
44 |
159 |
203 |
| |
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| Desktop
Systems |
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Departmental Servers |
1 |
1 |
2 |
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Desktop Systems; Maintenance; Faculty/Staff |
4 |
1 |
5 |
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Desktop Systems; Maintenance; Student |
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18 |
18 |
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Desktop Systems; Setup |
5 |
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5 |
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Desktop Systems; TSC; Pre-purchase |
2 |
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2 |
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Desktop Systems; Use; Faculty/Staff |
65 |
7 |
72 |
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Desktop Systems; Use; Students |
|
68 |
68 |
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LAN; Faculty/Staff |
3 |
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3 |
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Security; PNPI |
1 |
|
1 |
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Virus; General Questions |
2 |
2 |
4 |
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Virus; Has Virus (port not off); Student |
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16 |
16 |
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Virus; Needs Software |
4 |
10 |
14 |
| Desktop
Systems Count |
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87 |
123 |
210 |
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| E-mail |
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E-Mail; General; Forward command |
6 |
4 |
10 |
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E-Mail; General; INBOX recover |
1 |
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1 |
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E-Mail; General; INBOX too large |
1 |
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1 |
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E-Mail; General; Mail lists |
11 |
10 |
21 |
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E-Mail; General; Vacation message |
1 |
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1 |
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E-Mail; MAC OS X; Faculty/Staff |
5 |
1 |
6 |
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E-Mail; MAC OS X; Student |
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4 |
4 |
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E-Mail; Messenger; Delete messages |
2 |
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2 |
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E-Mail; Messenger; General (how to use) |
2 |
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2 |
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E-Mail; Mirapoint; Faculty/Staff |
14 |
1 |
15 |
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E-Mail; Mirapoint; Student |
1 |
10 |
11 |
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E-Mail; Mozilla; Faculty/Staff |
10 |
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10 |
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E-Mail; Other |
32 |
12 |
44 |
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E-Mail; Outlook Express; Faculty/Staff |
4 |
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4 |
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E-Mail; Outlook Express; Students |
|
3 |
3 |
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E-Mail; Outlook; Faculty/Staff |
17 |
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17 |
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E-Mail; Outlook; Student |
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1 |
1 |
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E-Mail; Pine; How To Use |
1 |
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1 |
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E-Mail; Spam filtering |
13 |
6 |
19 |
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E-Mail; Webmail |
10 |
6 |
16 |
| E-mail
Count |
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131 |
58 |
189 |
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| General
Information |
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Computing Sites |
1 |
2 |
3 |
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Library |
3 |
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3 |
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Other |
12 |
17 |
29 |
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Telephone; General; Telephone Services |
3 |
2 |
5 |
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Telephone; General; Wrong number |
1 |
1 |
2 |
| General
Information Count |
|
20 |
22 |
42 |
| |
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| Learning
Systems |
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Instructional Technology; Classroom Setup |
1 |
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1 |
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Instructional Technology; Multimedia |
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1 |
1 |
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Learning; Clickers |
|
1 |
1 |
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Learning; MyCourses; OHS |
|
1 |
1 |
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Learning; MyCourses; Other |
73 |
43 |
116 |
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Test Scoring, Freq. Scanning |
|
1 |
1 |
| Learning
Systems Count |
|
74 |
47 |
121 |
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| Printing |
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Printing; Local; Faculty/Staff |
6 |
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6 |
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Printing; Local; Student |
1 |
9 |
10 |
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Printing; RJE |
1 |
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1 |
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Printing; Unix; Color/Poster |
|
1 |
1 |
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Printing; VendPrint |
3 |
5 |
8 |
| Printing
Count |
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11 |
15 |
26 |
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| Security |
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Security; Compromised |
8 |
61 |
69 |
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Security; Copyright |
1 |
35 |
36 |
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Security; Other |
3 |
1 |
4 |
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Security; Rogue DHCP |
2 |
21 |
23 |
| Security
Count |
|
14 |
118 |
132 |
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| Service
Interruption |
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Service Interruption; Central System Outage |
1 |
|
1 |
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Service Interruption; Central System Problem |
5 |
1 |
6 |
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Service Interruption; Departmental Server |
1 |
|
1 |
| Service
Interruption Count |
|
7 |
1 |
8 |
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| Software |
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Software; Calendar Server (SunOne); Usage |
1 |
|
1 |
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Software; Database; Access |
2 |
|
2 |
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Software; Other |
2 |
1 |
3 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
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1 |
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Software; Presentation/Desktop Publish.; Powerpoint |
2 |
1 |
3 |
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Software; Spreadsheets; Excel |
5 |
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5 |
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Software; Stat/Math Applications; Mathematica |
1 |
|
1 |
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Software; Stat/Math Applications; SAS |
|
1 |
1 |
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Software; Stat/Math Applications; SPSS |
1 |
|
1 |
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Software; Word Processing/Editors; MS Word |
12 |
2 |
14 |
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Software; Word Processing/Editors; Other |
1 |
|
1 |
| Software
Count |
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28 |
5 |
33 |
| |
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| TSC
Requests |
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TSC; Ethernet; Repair |
1 |
1 |
2 |
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TSC; PPP; New Setup |
|
1 |
1 |
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TSC; Special Request |
15 |
24 |
39 |
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TSC; Troubleshoot; Boot Problems |
2 |
5 |
7 |
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TSC; Troubleshoot; Hardware |
1 |
5 |
6 |
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TSC; Troubleshoot; Operating System |
7 |
5 |
12 |
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TSC; Troubleshoot; Software |
4 |
2 |
6 |
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TSC; Virus Repair |
1 |
5 |
6 |
| TSC
Requests Count |
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31 |
48 |
79 |
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| Using
UNIX |
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File Management; Disk Quota |
5 |
2 |
7 |
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File Management; UNIX |
1 |
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1 |
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Using Unix; Other |
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2 |
2 |
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Using Unix; Setup problems |
|
1 |
1 |
| Using
UNIX Count |
|
6 |
5 |
11 |
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| Web |
|
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Web (WWW); Browsers; Student |
|
3 |
3 |
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Web (WWW); Web Pages; Faculty/Staff |
9 |
|
9 |
| |
Web (WWW); Web Pages; Student |
2 |
4 |
6 |
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Web (WWW); Web Proxy |
2 |
5 |
7 |
| Web
Count |
|
13 |
12 |
25 |
| |
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| Grand
Total |
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582 |
752 |
1334 |
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