| IT
Help Center - September 2009 |
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| All Reported Problems |
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| Count of ProblemType |
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Faculty-Staff-
all other |
Students-Parents |
Grand Total |
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ProblemType |
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| Central Systems Access |
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Access; Activate; UNIX;
Faculty/Staff |
19 |
|
19 |
|
Access; Activate; UNIX;
Faculty/Staff Spouse |
1 |
|
1 |
|
Access; Activate; UNIX;
Student |
2 |
91 |
93 |
|
Access; CAS
Authentication |
4 |
2 |
6 |
|
Access; Inactive users |
50 |
61 |
111 |
|
Access; Other |
7 |
2 |
9 |
|
Access; Passwords;
Other |
1 |
|
1 |
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Access; Passwords; Unix |
11 |
37 |
48 |
|
Access; PINS;
Faculty/Staff |
5 |
|
5 |
|
Access; PINS; Student |
4 |
3 |
7 |
|
Access; UD ID |
6 |
3 |
9 |
|
Access; UDelNetID |
4 |
5 |
9 |
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Access; UNIX |
|
1 |
1 |
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Departmental Servers;
Access |
15 |
|
15 |
|
Departmental Servers;
Samba |
2 |
|
2 |
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Drupal; Access |
2 |
|
2 |
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Exchange; Blackberry;
Activation |
5 |
|
5 |
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Exchange; New Account |
13 |
1 |
14 |
|
Exchange; Password
Reset |
8 |
3 |
11 |
|
Exchange; Username
Change |
3 |
|
3 |
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Learning; MyCourses;
Login |
|
4 |
4 |
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Learning; Sakai; Login |
8 |
12 |
20 |
|
Other, Verizon Wireless Blackberry |
1 |
|
1 |
|
Other, Verizon Wireless
Blackberries |
1 |
|
1 |
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Other, Verizon Wireless
Blackberry |
3 |
|
3 |
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Sharepoint; New Account |
6 |
1 |
7 |
|
Software; Calendar
Server (SunOne); Access |
1 |
|
1 |
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Software; Remedy;
Access |
5 |
1 |
6 |
|
Verizon Wireless
Blackberry |
3 |
|
3 |
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Voice Mail;
Resets/Reinitialize; Faculty/Staff |
5 |
1 |
6 |
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Voice Mail;
Resets/Reinitialize; Student |
|
5 |
5 |
| Central Systems
Access Count |
|
195 |
233 |
428 |
| Central Systems Software |
|
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Administrative Systems;
Peoplesoft; Financials |
1 |
|
1 |
|
Administrative Systems;
Peoplesoft; UDSIS |
8 |
9 |
17 |
|
Administrative Systems;
Web; Web Forms |
13 |
1 |
14 |
|
Documentation |
4 |
|
4 |
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Software Distribution |
2 |
|
2 |
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Software; Remedy;
Changes |
6 |
|
6 |
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Voice Mail; General
Questions |
2 |
2 |
4 |
| Central Systems
Software Count |
|
36 |
12 |
48 |
| Computing Systems |
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Departmental Servers;
Other |
7 |
2 |
9 |
|
Desktop Systems;
Complaints; Student |
|
1 |
1 |
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Desktop Systems;
CS&S; Pre-purchase |
4 |
|
4 |
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Desktop Systems;
CS&S; Software assistance |
|
1 |
1 |
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Desktop Systems;
Maintenance; Faculty/Staff |
7 |
1 |
8 |
|
Desktop Systems;
Maintenance; Student |
2 |
37 |
39 |
|
Desktop Systems; Setup |
4 |
|
4 |
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Desktop Systems; Use;
Faculty/Staff |
42 |
5 |
47 |
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Desktop Systems; Use;
Students |
1 |
61 |
62 |
|
Virus; General
Questions |
5 |
7 |
12 |
|
Virus; Has Virus (port
not off); Faculty/Staff |
9 |
1 |
10 |
|
Virus; Has Virus (port
not off); Student |
|
27 |
27 |
|
Virus; Needs Software |
6 |
19 |
25 |
| Computing Systems
Count |
|
87 |
162 |
249 |
| Connecting to UD |
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Connection; Ethernet;
Faculty/Staff; |
1 |
|
1 |
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Connection; Ethernet;
Faculty/Staff; Register |
3 |
1 |
4 |
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Connection; Ethernet;
Faculty/Staff; Troubleshoot |
13 |
3 |
16 |
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Connection; Ethernet;
Student; Register |
|
14 |
14 |
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Connection; Ethernet;
Student; Troubleshoot |
|
99 |
99 |
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Connection; Guest
Registration |
2 |
|
2 |
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Connection; IP;
Duplicate |
|
8 |
8 |
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Connection; IP;
Troubleshoot |
1 |
2 |
3 |
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Connection; ISP;
Faculty/Staff |
4 |
|
4 |
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Connection; ISP;
Student |
|
1 |
1 |
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Connection; PPP;
Faculty/Staff |
2 |
|
2 |
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Connection; Software;
Other |
|
1 |
1 |
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Connection; Software;
SSH |
|
4 |
4 |
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Connection; Software;
Telnet |
|
1 |
1 |
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Connection; VPN |
7 |
6 |
13 |
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Connection; Wireless;
Faculty/Staff |
6 |
1 |
7 |
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Connection; Wireless;
Router |
1 |
26 |
27 |
|
Connection; Wireless;
Student |
3 |
40 |
43 |
|
DCWO |
1 |
|
1 |
| Connecting to UD
Count |
|
44 |
207 |
251 |
| CS&S Service Desk Requests |
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CS&S; Data
Recovery; Non-Student |
1 |
|
1 |
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CS&S; Data
Recovery; Student |
|
3 |
3 |
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CS&S;
Diagnostics/Tuneup |
|
4 |
4 |
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CS&S; Ethernet; New
Setup |
|
1 |
1 |
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CS&S; General |
2 |
14 |
16 |
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CS&S; Malware/Virus
Repair |
2 |
14 |
16 |
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CS&S; Network
Issues |
|
4 |
4 |
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CS&S; Special
Request |
5 |
14 |
19 |
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CS&S; Troubleshoot;
Boot Problems |
2 |
6 |
8 |
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CS&S; Troubleshoot;
Hardware |
|
1 |
1 |
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CS&S; Troubleshoot;
Operating System |
|
5 |
5 |
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CS&S; Troubleshoot;
Software |
|
4 |
4 |
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CS&S; Troubleshoot;
Spyware |
|
2 |
2 |
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CS&S; Virus Repair |
1 |
19 |
20 |
| CS&S Service
Desk Requests Count |
|
13 |
91 |
104 |
| E-mail |
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E-Mail; DropBox |
1 |
1 |
2 |
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E-Mail; General;
Forward command |
5 |
8 |
13 |
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E-Mail; General; INBOX
recover messages |
2 |
2 |
4 |
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E-Mail; MAC OS X;
Faculty/Staff |
2 |
|
2 |
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E-Mail; MAC OS X;
Student |
|
2 |
2 |
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E-Mail; Mail Lists;
Bulk Tickets |
4 |
1 |
5 |
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E-Mail; Mail Lists;
General |
6 |
2 |
8 |
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E-Mail; Mail Lists;
Lists |
17 |
6 |
23 |
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E-Mail; Mail Lists; PO
Box |
23 |
7 |
30 |
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E-Mail; Mail Lists;
Shared Mailbox |
2 |
|
2 |
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E-Mail; Mirapoint;
Faculty/Staff |
16 |
|
16 |
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E-Mail; Mirapoint;
Student |
1 |
3 |
4 |
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E-Mail; Other |
18 |
15 |
33 |
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E-Mail; Outlook
Express; Faculty/Staff |
2 |
|
2 |
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E-Mail; Outlook
Express; Students |
1 |
1 |
2 |
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E-Mail; Outlook;
Faculty/Staff |
6 |
|
6 |
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E-Mail; Outlook;
Student |
|
2 |
2 |
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E-Mail; Quota |
14 |
6 |
20 |
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E-Mail; Spam filtering |
6 |
1 |
7 |
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E-Mail; Thunderbird;
Faculty/Staff |
3 |
|
3 |
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E-Mail; Thunderbird;
Student |
|
1 |
1 |
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E-Mail; Webmail;
Faculty/Staff |
12 |
1 |
13 |
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E-Mail; Webmail;
Student |
1 |
10 |
11 |
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Exchange; Blackberry;
Help |
3 |
|
3 |
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Exchange; General Help |
27 |
3 |
30 |
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Exchange; Outlook |
8 |
|
8 |
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Exchange; Public Folder |
4 |
|
4 |
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Exchange; Quota |
6 |
|
6 |
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Exchange; Shared
Mailbox |
4 |
2 |
6 |
| E-mail Count |
|
194 |
74 |
268 |
| General Information |
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Computing Sites |
2 |
|
2 |
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General; General
Questions |
3 |
3 |
6 |
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General; New Student
Questions |
|
2 |
2 |
|
Library |
2 |
4 |
6 |
|
Other |
36 |
38 |
74 |
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Telephone; Cellular
Wireless |
27 |
1 |
28 |
| General
Information Count |
|
70 |
48 |
118 |
| Using UNIX |
|
|
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Using Unix; Other |
|
2 |
2 |
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Using Unix; Setup
problems |
1 |
2 |
3 |
| Using UNIX Count |
|
1 |
4 |
5 |
| Learning Systems |
|
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Instructional
Technology; Audio/Visual Equip fail (UMS) |
3 |
|
3 |
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Instructional
Technology; Classroom Setup |
1 |
1 |
2 |
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Instructional
Technology; Multimedia |
1 |
|
1 |
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Learning; MyCourses;
Other |
3 |
3 |
6 |
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Learning; Sakai;
Comments |
10 |
3 |
13 |
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Learning; Sakai; OHS |
|
1 |
1 |
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Learning; Sakai; Other |
133 |
79 |
212 |
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Learning; Sakai;
Portfolio |
1 |
1 |
2 |
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Learning; Sakai;
Projects |
5 |
|
5 |
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Test Scoring, Freq.
Scanning |
1 |
1 |
2 |
| Learning Systems
Count |
|
158 |
89 |
247 |
| Printing |
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Printing; Local;
Faculty/Staff |
3 |
1 |
4 |
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Printing; Local;
Student |
|
59 |
59 |
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Printing; Network;
Faculty/Staff |
6 |
|
6 |
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Printing; Unix; Queue |
1 |
|
1 |
| Printing Count |
|
10 |
60 |
70 |
| Security |
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Security; Compromised |
11 |
23 |
34 |
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Security; Copyright |
2 |
63 |
65 |
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Security; Other |
2 |
10 |
12 |
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Security; Rogue DHCP |
3 |
3 |
6 |
| Security Count |
|
18 |
99 |
117 |
| Service Interruption |
|
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Service Interruption;
Central System Outage |
2 |
1 |
3 |
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Service Interruption;
Central System Problem |
3 |
1 |
4 |
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Service Interruption;
Departmental Server |
1 |
|
1 |
| Service
Interruption Count |
|
6 |
2 |
8 |
| Software |
|
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Qualtrics
(Survey/Polls) |
1 |
|
1 |
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Sharepoint; Help |
2 |
|
2 |
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Sharepoint; New Site |
3 |
|
3 |
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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; Office |
1 |
2 |
3 |
|
Software; Other |
3 |
13 |
16 |
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Software;
Presentation/Desktop Publish.; Dreamweaver |
1 |
|
1 |
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Software;
Presentation/Desktop Publish.; Other |
2 |
1 |
3 |
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Software;
Presentation/Desktop Publish.; Powerpoint |
4 |
2 |
6 |
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Software; Spreadsheets;
Excel |
2 |
|
2 |
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Software; Stat/Math
Applications; Maple |
|
1 |
1 |
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Software; Stat/Math
Applications; Matlab |
3 |
6 |
9 |
|
Software; Stat/Math
Applications; Other Stat/Math Problems |
1 |
2 |
3 |
|
Software; Stat/Math
Applications; SAS |
|
1 |
1 |
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Software; Stat/Math
Applications; SPSS |
2 |
7 |
9 |
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Software; UD Thesis; MS
Word |
|
2 |
2 |
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Software; Word
Processing/Editors; LaTeX |
1 |
|
1 |
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Software; Word
Processing/Editors; MS Word |
8 |
1 |
9 |
| Software Count |
|
37 |
38 |
75 |
| Web |
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Drupal; New Site |
2 |
1 |
3 |
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Drupal; Support |
10 |
2 |
12 |
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Web (WWW);
Administrative Forms |
1 |
|
1 |
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Web (WWW); Browsers;
Faculty/Staff |
3 |
|
3 |
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Web (WWW); Web Pages;
Faculty/Staff; Google Search |
2 |
1 |
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 |
13 |
3 |
16 |
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Web (WWW); Web Pages;
Student; Web Page |
2 |
5 |
7 |
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Web (WWW); Web Proxy |
1 |
2 |
3 |
| Web Count |
|
35 |
14 |
49 |
| Grand Total |
|
904 |
1133 |
2037 |
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