| IT
Help Center - September 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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|
|
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| |
Access; Activate; UNIX; Faculty/Staff |
10 |
|
10 |
| |
Access; Activate; UNIX; Student |
2 |
38 |
40 |
| |
Access; CAS Authentication |
3 |
|
3 |
| |
Access; Change of Owner |
1 |
|
1 |
| |
Access; Inactive users |
34 |
43 |
77 |
| |
Access; Passwords; Unix |
6 |
11 |
17 |
| |
Access; PINS; Faculty/Staff |
3 |
|
3 |
| |
Access; PINS; Student |
1 |
3 |
4 |
| |
Access; UD ID |
2 |
12 |
14 |
| |
Access; UDelNetID |
4 |
5 |
9 |
| |
Learning; MyCourses; Login |
6 |
14 |
20 |
| |
Software; Calendar Server (SunOne); Access |
8 |
|
8 |
| |
Software; Remedy; Access |
2 |
|
2 |
| |
Voice Mail; Resets/Reinitialize; Faculty/Staff |
7 |
1 |
8 |
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Voice Mail; Resets/Reinitialize; Student |
|
1 |
1 |
| Central
Systems Access Count |
|
89 |
128 |
217 |
| |
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| Central
Systems Software |
|
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Administrative Systems; Peoplesoft; Financials |
3 |
|
3 |
| |
Administrative Systems; Peoplesoft; HR |
2 |
|
2 |
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Administrative Systems; Peoplesoft; UDSIS |
18 |
13 |
31 |
| |
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
| |
Administrative Systems; Reporting; Data Warehousing |
3 |
|
3 |
| |
Administrative Systems; Web; Web Forms |
8 |
1 |
9 |
| |
Documentation |
1 |
|
1 |
| |
Voice Mail; General Questions |
5 |
2 |
7 |
| Central
Systems Software Count |
|
41 |
16 |
57 |
| |
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| Connecting
to UD |
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Connection; Ethernet; Faculty/Staff |
15 |
1 |
16 |
| |
Connection; Ethernet; Student; Troubleshoot |
|
154 |
154 |
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Connection; IP; Duplicate |
1 |
1 |
2 |
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Connection; IP; Release/Renew |
|
1 |
1 |
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Connection; IP; Troubleshoot |
5 |
6 |
11 |
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Connection; ISP; Faculty/Staff |
2 |
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2 |
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Connection; ISP; Student |
1 |
3 |
4 |
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Connection; PPP; Faculty/Staff |
5 |
|
5 |
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Connection; PPP; Student |
1 |
1 |
2 |
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Connection; Software; FTP |
|
1 |
1 |
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Connection; Software; Other |
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3 |
3 |
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Connection; Software; SSH |
3 |
2 |
5 |
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Connection; VPN |
7 |
1 |
8 |
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Connection; Wireless; Faculty/Staff |
7 |
|
7 |
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Connection; Wireless; Student |
2 |
40 |
42 |
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DCWO |
|
1 |
1 |
| Connecting
to UD Count |
|
49 |
215 |
264 |
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| Desktop
Systems |
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Departmental Servers |
4 |
|
4 |
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Desktop Systems; Maintenance; Faculty/Staff |
3 |
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3 |
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Desktop Systems; Maintenance; Student |
1 |
9 |
10 |
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Desktop Systems; Setup |
5 |
5 |
10 |
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Desktop Systems; TSC; Software assistance |
|
3 |
3 |
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Desktop Systems; Use; Faculty/Staff |
45 |
4 |
49 |
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Desktop Systems; Use; Students |
|
52 |
52 |
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LAN; Faculty/Staff |
3 |
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3 |
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Virus; General Questions |
2 |
3 |
5 |
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Virus; Has Virus (port not off); Faculty/Staff |
2 |
|
2 |
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Virus; Has Virus (port not off); Student |
|
23 |
23 |
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Virus; Needs Software |
3 |
8 |
11 |
| Desktop
Systems Count |
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68 |
107 |
175 |
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| E-mail |
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E-Mail; DropBox |
7 |
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7 |
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E-Mail; General; Forward command |
1 |
13 |
14 |
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E-Mail; General; INBOX recover messages |
1 |
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1 |
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E-Mail; General; INBOX too large |
1 |
1 |
2 |
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E-Mail; General; Mail lists; General |
4 |
3 |
7 |
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E-Mail; General; Mail lists; PO Box |
59 |
25 |
84 |
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E-Mail; MAC OS X; Faculty/Staff |
1 |
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1 |
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E-Mail; MAC OS X; Student |
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7 |
7 |
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E-Mail; Mirapoint; Faculty/Staff |
4 |
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4 |
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E-Mail; Mozilla; Faculty/Staff |
7 |
1 |
8 |
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E-Mail; Mozilla; Student |
1 |
1 |
2 |
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E-Mail; Other |
20 |
8 |
28 |
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E-Mail; Outlook Express; Faculty/Staff |
2 |
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2 |
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E-Mail; Outlook Express; Students |
|
1 |
1 |
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E-Mail; Outlook; Faculty/Staff |
10 |
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10 |
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E-Mail; Outlook; Student |
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1 |
1 |
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E-Mail; Pine |
3 |
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3 |
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E-Mail; Quota |
9 |
4 |
13 |
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E-Mail; Spam filtering |
2 |
5 |
7 |
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E-Mail; Thunderbird; Faculty/Staff |
2 |
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2 |
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E-Mail; Webmail; Faculty/Staff |
13 |
3 |
16 |
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E-Mail; Webmail; Student |
3 |
14 |
17 |
| E-mail
Count |
|
150 |
87 |
237 |
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| General
Information |
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Computing Sites |
3 |
3 |
6 |
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Library |
2 |
1 |
3 |
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Other |
27 |
30 |
57 |
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Telephone; Cellular Wireless |
15 |
|
15 |
| General
Information Count |
|
47 |
34 |
81 |
| |
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| Learning
Systems |
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Instructional Technology; Classroom Setup |
2 |
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2 |
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Instructional Technology; Multimedia |
|
1 |
1 |
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Learning; Clickers |
2 |
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2 |
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Learning; MyCourses; OHS |
3 |
1 |
4 |
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Learning; MyCourses; Other |
47 |
46 |
93 |
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Learning; User Services, self-paced mods |
1 |
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1 |
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Test Scoring, Freq. Scanning |
1 |
|
1 |
| Learning
Systems Count |
|
56 |
48 |
104 |
| |
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| Printing |
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Printing; Local; Faculty/Staff |
3 |
1 |
4 |
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Printing; Local; Student |
|
20 |
20 |
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Printing; Network; Faculty/Staff |
4 |
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4 |
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Printing; Unix; Queue |
2 |
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2 |
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Printing; VendPrint |
1 |
3 |
4 |
| Printing
Count |
|
10 |
24 |
34 |
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| Security |
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Security; Compromised |
5 |
15 |
20 |
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Security; Copyright |
11 |
61 |
72 |
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Security; Rogue DHCP |
3 |
2 |
5 |
| Security
Count |
|
19 |
78 |
97 |
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| Service
Interruption |
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Service Interruption; Central System Outage |
1 |
1 |
2 |
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Service Interruption; Central System Problem |
5 |
1 |
6 |
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Service Interruption; Departmental Server |
2 |
|
2 |
| Service
Interruption Count |
|
8 |
2 |
10 |
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| Software |
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Software; Calendar Server (SunOne); Usage |
2 |
|
2 |
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Software; Database; Access |
3 |
1 |
4 |
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Software; Database; Other |
1 |
|
1 |
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Software; Other |
4 |
6 |
10 |
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Software; Remedy; Changes |
4 |
|
4 |
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Software; Spreadsheets; Excel |
2 |
1 |
3 |
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Software; Stat/Math Applications; Matlab |
|
3 |
3 |
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Software; Stat/Math Applications; SAS |
1 |
1 |
2 |
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Software; UD Thesis; MS Word |
|
2 |
2 |
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Software; Word Processing/Editors; MS Word |
5 |
3 |
8 |
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Software; Word Processing/Editors; Other |
1 |
|
1 |
| Software
Count |
|
23 |
17 |
40 |
| |
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| TSC
Requests |
|
|
|
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TSC; Ethernet; Repair |
1 |
3 |
4 |
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TSC; PPP; New Setup |
4 |
|
4 |
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TSC; Special Request |
9 |
25 |
34 |
| |
TSC; Troubleshoot; Boot Problems |
3 |
14 |
17 |
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TSC; Troubleshoot; Hardware |
2 |
6 |
8 |
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TSC; Troubleshoot; Operating System |
3 |
6 |
9 |
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TSC; Troubleshoot; Software |
|
15 |
15 |
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TSC; Troubleshoot; Spyware |
1 |
|
1 |
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TSC; Virus Repair |
5 |
21 |
26 |
| TSC
Requests Count |
|
28 |
90 |
118 |
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| Using
UNIX |
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File Management; Disk Quota |
1 |
|
1 |
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Using Unix; Other |
1 |
5 |
6 |
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Using Unix; Setup problems |
|
1 |
1 |
| Using
UNIX Count |
|
2 |
6 |
8 |
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| Web |
|
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| |
Web (WWW); Browsers; Faculty/Staff |
10 |
|
10 |
| |
Web (WWW); Browsers; Student |
|
3 |
3 |
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Web (WWW); Web Pages; Faculty/Staff |
9 |
|
9 |
| |
Web (WWW); Web Pages; Student |
1 |
5 |
6 |
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Web (WWW); Web Proxy |
5 |
3 |
8 |
| Web
Count |
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25 |
11 |
36 |
| |
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| Grand
Total |
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615 |
863 |
1478 |
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