| IT
Help Center - September 2008 |
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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 |
14 |
|
14 |
| |
Access; Activate; UNIX; Student |
5 |
83 |
88 |
| |
Access; CAS Authentication |
5 |
1 |
6 |
| |
Access; Inactive users |
36 |
39 |
75 |
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Access; Passwords; Other |
2 |
2 |
4 |
| |
Access; Passwords; Unix |
22 |
27 |
49 |
| |
Access; PINS; Faculty/Staff |
6 |
1 |
7 |
| |
Access; PINS; Student |
6 |
12 |
18 |
| |
Access; UD ID |
9 |
14 |
23 |
| |
Access; UD#1 Card |
2 |
|
2 |
| |
Access; UDelNetID |
7 |
7 |
14 |
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Access; UNIX |
|
1 |
1 |
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Learning; MyCourses; Login |
6 |
25 |
31 |
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Learning; Sakai; Login |
21 |
17 |
38 |
| |
Software; Calendar Server (SunOne); Access |
4 |
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4 |
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Software; Remedy; Access |
5 |
|
5 |
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Voice Mail; Resets/Reinitialize; Faculty/Staff |
7 |
1 |
8 |
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Voice Mail; Resets/Reinitialize; Student |
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2 |
2 |
| Central Systems Access
Count |
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157 |
232 |
389 |
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| Central System Software |
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Administrative Systems; Peoplesoft; Financials |
1 |
|
1 |
| |
Administrative Systems; Peoplesoft; HR |
|
1 |
1 |
| |
Administrative Systems; Peoplesoft; UDSIS |
20 |
9 |
29 |
| |
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
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Administrative Systems; Reporting; Data Warehousing |
1 |
|
1 |
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Administrative Systems; Web; Web Forms |
13 |
4 |
17 |
| |
Documentation |
3 |
|
3 |
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Software Distribution |
4 |
2 |
6 |
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Software; Remedy; Changes |
3 |
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3 |
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Voice Mail; General Questions |
3 |
3 |
6 |
| Central System Software
Count |
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49 |
19 |
68 |
| |
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| General Information |
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Computing Sites |
2 |
4 |
6 |
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General; General Questions |
5 |
6 |
11 |
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General; New Student Questions |
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1 |
1 |
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Library |
2 |
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2 |
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Other |
43 |
64 |
107 |
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Telephone; Cellular Wireless |
20 |
2 |
22 |
| General Information Count |
|
72 |
77 |
149 |
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| Connecting to UD |
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Connection; Ethernet; Faculty/Staff |
4 |
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4 |
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Connection; Ethernet; Faculty/Staff; Register |
7 |
2 |
9 |
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Connection; Ethernet; Faculty/Staff; Troubleshoot |
11 |
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11 |
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Connection; Ethernet; Student; Register |
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9 |
9 |
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Connection; Ethernet; Student; Troubleshoot |
1 |
209 |
210 |
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Connection; Guest Registration |
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1 |
1 |
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Connection; IP; Duplicate |
1 |
2 |
3 |
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Connection; IP; Release/Renew |
4 |
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4 |
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Connection; IP; Troubleshoot |
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1 |
1 |
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Connection; ISP; Faculty/Staff |
5 |
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5 |
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Connection; ISP; Student |
|
5 |
5 |
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Connection; PPP; Faculty/Staff |
36 |
1 |
37 |
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Connection; PPP; Student |
3 |
9 |
12 |
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Connection; Software; FTP |
1 |
1 |
2 |
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Connection; Software; SSH |
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1 |
1 |
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Connection; VPN |
3 |
1 |
4 |
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Connection; Wireless; Faculty/Staff |
8 |
2 |
10 |
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Connection; Wireless; Student |
2 |
49 |
51 |
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DCWO |
1 |
4 |
5 |
| Connecting to UD Count |
|
87 |
297 |
384 |
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| Computer Systems |
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Departmental Servers |
72 |
2 |
74 |
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Desktop Systems; Maintenance; Faculty/Staff |
6 |
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6 |
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Desktop Systems; Maintenance; Student |
1 |
29 |
30 |
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Desktop Systems; Setup |
9 |
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9 |
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Desktop Systems; TSC; Pre-purchase |
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4 |
4 |
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Desktop Systems; TSC; Software assistance |
1 |
2 |
3 |
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Desktop Systems; Use; Faculty/Staff |
81 |
2 |
83 |
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Desktop Systems; Use; Students |
3 |
109 |
112 |
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Security; PNPI |
4 |
3 |
7 |
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Virus; General Questions |
2 |
4 |
6 |
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Virus; Has Virus (port not off); Faculty/Staff |
7 |
1 |
8 |
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Virus; Has Virus (port not off); Student |
|
46 |
46 |
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Virus; Needs Software |
7 |
15 |
22 |
| Computer Systems Count |
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193 |
217 |
410 |
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| E-mail |
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E-Mail; DropBox |
8 |
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8 |
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E-Mail; General; Forward command |
5 |
10 |
15 |
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E-Mail; General; INBOX recover messages |
3 |
1 |
4 |
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E-Mail; General; INBOX too large |
1 |
1 |
2 |
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E-Mail; General; Mail lists; General |
10 |
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10 |
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E-Mail; General; Mail lists; PO Box |
35 |
17 |
52 |
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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 |
2 |
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2 |
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E-Mail; MAC OS X; Student |
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2 |
2 |
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E-Mail; Mirapoint; Faculty/Staff |
9 |
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9 |
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E-Mail; Mirapoint; Student |
1 |
4 |
5 |
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E-Mail; Mozilla; Faculty/Staff |
6 |
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6 |
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E-Mail; Other |
16 |
10 |
26 |
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E-Mail; Outlook Express; Faculty/Staff |
3 |
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3 |
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E-Mail; Outlook; Faculty/Staff |
18 |
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18 |
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E-Mail; Outlook; Student |
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2 |
2 |
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E-Mail; Pine |
1 |
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1 |
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E-Mail; Quota |
12 |
7 |
19 |
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E-Mail; Spam filtering |
7 |
1 |
8 |
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E-Mail; Thunderbird; Faculty/Staff |
6 |
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6 |
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E-Mail; Thunderbird; Student |
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1 |
1 |
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E-Mail; Webmail; Faculty/Staff |
3 |
1 |
4 |
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E-Mail; Webmail; Student |
2 |
8 |
10 |
| E-mail Count |
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149 |
65 |
214 |
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| Using UNIX |
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File Management; Disk Quota |
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3 |
3 |
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Using Unix; Command syntax |
2 |
1 |
3 |
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Using Unix; Other |
1 |
6 |
7 |
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Using Unix; Setup problems |
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3 |
3 |
| Using UNIX Count |
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3 |
13 |
16 |
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| Learning Systems |
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Instructional Technology; Classroom Setup |
1 |
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1 |
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Learning; Clickers |
2 |
1 |
3 |
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Learning; MyCourses; Other |
52 |
36 |
88 |
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Learning; Sakai; OHS |
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1 |
1 |
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Learning; Sakai; Other |
119 |
33 |
152 |
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Learning; User Services, self-paced mods |
4 |
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4 |
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Test Scoring, Freq. Scanning |
|
1 |
1 |
| Learning Systems Count |
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178 |
72 |
250 |
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| Printing |
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Printing; Local; Faculty/Staff |
5 |
1 |
6 |
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Printing; Local; Student |
|
38 |
38 |
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Printing; Network; Faculty/Staff |
11 |
1 |
12 |
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Printing; Unix; Queue |
1 |
1 |
2 |
| Printing Count |
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17 |
41 |
58 |
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| Security |
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Security; Compromised |
22 |
32 |
54 |
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Security; Copyright |
1 |
26 |
27 |
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Security; Other |
2 |
7 |
9 |
| Security Count |
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25 |
65 |
90 |
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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 |
| Service Interruption Count |
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6 |
1 |
7 |
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| Software |
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Software; Database; Access |
3 |
|
3 |
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Software; Database; Other |
1 |
1 |
2 |
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Software; Office |
10 |
2 |
12 |
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Software; Other |
4 |
12 |
16 |
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Software; Presentation/Desktop Publish.; Powerpoint |
4 |
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4 |
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Software; Spreadsheets; Excel |
1 |
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1 |
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Software; Stat/Math Applications; Mathematica |
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; Stat/Math Applications; Other Stat/Math Problems |
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2 |
2 |
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Software; Stat/Math Applications; SAS |
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2 |
2 |
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Software; Stat/Math Applications; SPSS |
2 |
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2 |
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Software; UD Thesis; MS Word |
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3 |
3 |
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Software; Word Processing/Editors; MS Word |
7 |
11 |
18 |
| Software Count |
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33 |
35 |
68 |
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| TSC
Requests |
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TSC; Ethernet; Repair |
|
3 |
3 |
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TSC; PPP; Repair |
1 |
|
1 |
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TSC; Special Request |
11 |
11 |
22 |
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TSC; Troubleshoot; Boot Problems |
4 |
19 |
23 |
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TSC; Troubleshoot; Hardware |
1 |
10 |
11 |
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TSC; Troubleshoot; Operating System |
3 |
14 |
17 |
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TSC; Troubleshoot; Software |
1 |
5 |
6 |
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TSC; Virus Repair |
8 |
8 |
16 |
| TSC Requests Count |
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29 |
70 |
99 |
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| Web |
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Web (WWW); Browsers; Faculty/Staff |
6 |
|
6 |
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Web (WWW); Browsers; Student |
1 |
4 |
5 |
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Web (WWW); Web Pages; Faculty/Staff |
2 |
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2 |
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Web (WWW); Web Pages; Faculty/Staff; Google Search |
3 |
|
3 |
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Web (WWW); Web Pages; Faculty/Staff; UD Calendar |
|
1 |
1 |
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Web (WWW); Web Pages; Faculty/Staff; Web Page |
16 |
1 |
17 |
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Web (WWW); Web Pages; Student; Web Page |
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4 |
4 |
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Web (WWW); Web Proxy |
2 |
2 |
4 |
| Web Count |
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30 |
12 |
42 |
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| Grand Total |
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1028 |
1216 |
2244 |
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