| IT Help Center - December 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 |
4 |
|
4 |
| |
Access; Activate; UNIX; Student |
|
4 |
4 |
| |
Access; CAS Authentication |
2 |
|
2 |
| |
Access; Change of Owner |
1 |
|
1 |
| |
Access; Inactive users |
3 |
15 |
18 |
| |
Access; Passwords; Other |
2 |
|
2 |
| |
Access; Passwords; Unix |
12 |
2 |
14 |
| |
Access; PINS; Faculty/Staff |
7 |
|
7 |
| |
Access; PINS; Student |
3 |
5 |
8 |
| |
Access; UD ID |
2 |
2 |
4 |
| |
Access; UDelNetID |
4 |
1 |
5 |
| |
Exchange;
access-to-shared-mailbox |
1 |
|
1 |
| |
Exchange; Blackberry; Activation |
3 |
|
3 |
| |
Exchange; New Account |
5 |
1 |
6 |
| |
Exchange; Password Reset |
3 |
|
3 |
| |
Learning; MyCourses; Login |
1 |
|
1 |
| |
Learning; Sakai; Login |
1 |
|
1 |
| |
Software; Calendar Server
(SunOne); Access |
4 |
|
4 |
| |
Software; Remedy; Access |
1 |
|
1 |
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Voice Mail; Resets/Reinitialize;
Faculty/Staff |
2 |
|
2 |
| Central Systems
Access Count |
61 |
30 |
91 |
| |
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| Central Systems Software |
|
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Administrative Systems; Peoplesoft; Financials |
1 |
|
1 |
| |
Administrative Systems; Peoplesoft; UDSIS |
12 |
19 |
31 |
| |
Administrative Systems; Reporting; Cognos |
1 |
|
1 |
| |
Administrative Systems; Web; Web Forms |
14 |
1 |
15 |
| |
Campuswide |
1 |
|
1 |
| |
Documentation |
5 |
|
5 |
| |
Software; Remedy; Changes |
4 |
|
4 |
| |
Voice Mail; General Questions |
2 |
|
2 |
| Central Systems
Software Count |
40 |
20 |
60 |
| |
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| Computing Systems |
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Departmental Servers |
11 |
|
11 |
| |
Desktop Systems; Maintenance; Student |
|
8 |
8 |
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Desktop Systems; Setup |
4 |
|
4 |
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Desktop Systems; TSC; Pre-purchase |
1 |
|
1 |
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Desktop Systems; TSC; Software assistance |
2 |
|
2 |
| |
Desktop Systems; Use; Faculty/Staff |
28 |
5 |
33 |
| |
Desktop Systems; Use; Students |
|
21 |
21 |
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SharePoint; New Account |
3 |
2 |
5 |
| |
Sharepoint; New Site |
1 |
|
1 |
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Virus; General Questions |
6 |
2 |
8 |
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Virus; Has Virus (port not off); Faculty/Staff |
3 |
|
3 |
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Virus; Has Virus (port not off); Student |
|
28 |
28 |
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Virus; Needs Software |
4 |
2 |
6 |
| Computing
Systems Count |
63 |
68 |
131 |
| |
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| Connecting to UD |
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Connection; Ethernet; Faculty/Staff; Register |
5 |
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5 |
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Connection; Ethernet; Faculty/Staff; Troubleshoot |
7 |
1 |
8 |
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Connection; Ethernet; Student; Register |
|
4 |
4 |
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Connection; Ethernet; Student; Troubleshoot |
|
16 |
16 |
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Connection; Guest Registration |
4 |
1 |
5 |
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Connection; IP; Duplicate |
1 |
|
1 |
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Connection; IP; Troubleshoot |
2 |
|
2 |
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Connection; Parent |
|
2 |
2 |
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Connection; PPP; Faculty/Staff |
1 |
|
1 |
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Connection; Software; SSH |
2 |
|
2 |
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Connection; VPN |
3 |
1 |
4 |
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Connection; Wireless; Faculty/Staff |
7 |
|
7 |
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Connection; Wireless; Student |
1 |
11 |
12 |
| Connecting to UD Count |
|
33 |
36 |
69 |
| |
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| E-mail |
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E-Mail; DropBox |
1 |
2 |
3 |
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E-Mail; General; Forward command |
1 |
3 |
4 |
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E-Mail; General; INBOX recover messages |
|
2 |
2 |
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E-Mail; General; Mail lists; General |
9 |
|
9 |
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E-Mail; General; Mail lists; PO Box |
8 |
1 |
9 |
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E-Mail; MAC OS X; Faculty/Staff |
4 |
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4 |
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E-Mail; MAC OS X; Student |
1 |
|
1 |
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E-Mail; Mirapoint; Faculty/Staff |
5 |
|
5 |
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E-Mail; Mozilla; Faculty/Staff |
1 |
|
1 |
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E-Mail; Other |
15 |
4 |
19 |
| |
E-Mail; Outlook; Faculty/Staff |
7 |
1 |
8 |
| |
E-Mail; Quota |
9 |
6 |
15 |
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E-Mail; Spam filtering |
8 |
2 |
10 |
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E-Mail; Thunderbird; Faculty/Staff |
3 |
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3 |
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E-Mail; Webmail; Faculty/Staff |
4 |
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4 |
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E-Mail; Webmail; Student |
|
2 |
2 |
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Exchange; Blackberry |
1 |
|
1 |
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Exchange; Blackberry; Help |
3 |
|
3 |
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Exchange; General Help |
8 |
|
8 |
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Exchange; Help |
7 |
1 |
8 |
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Exchange; Outlook |
4 |
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4 |
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Exchange; Shared mailbox |
1 |
|
1 |
| E-mail Count |
|
100 |
24 |
124 |
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| General Information |
|
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Computing Sites |
1 |
1 |
2 |
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General; General Questions |
5 |
|
5 |
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Other |
21 |
6 |
27 |
| |
Telephone; Cellular Wireless |
21 |
1 |
22 |
| General
Information Count |
48 |
8 |
56 |
| |
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| Learning Systems |
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Instructional Technology; Video streaming |
1 |
|
1 |
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Learning; MyCourses; Other |
6 |
1 |
7 |
| |
Learning; Sakai; Comments |
9 |
1 |
10 |
| |
Learning; Sakai; Other |
34 |
8 |
42 |
| Learning Systems Count |
|
50 |
10 |
60 |
| |
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| Printing |
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Printing; Local; Faculty/Staff |
2 |
|
2 |
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Printing; Local; Student |
|
2 |
2 |
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Printing; Network; Faculty/Staff |
1 |
1 |
2 |
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Printing; Unix; Color/Poster |
|
1 |
1 |
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Printing; VendPrint |
1 |
1 |
2 |
| |
Scanning |
2 |
|
2 |
| Printing Count |
|
6 |
5 |
11 |
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| Security |
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Security; Compromised |
21 |
27 |
48 |
| |
Security; Copyright |
1 |
25 |
26 |
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Security; Other |
2 |
4 |
6 |
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Security; Rogue DHCP |
2 |
2 |
4 |
| Security Count |
|
26 |
58 |
84 |
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| Service Interruption |
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Service Interruption; Central System Outage |
1 |
|
1 |
| Service
Interruption Count |
1 |
|
1 |
| |
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| Software |
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Qualtrics (Survey/Polls) |
1 |
|
1 |
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Software; Database; Access |
3 |
1 |
4 |
| |
Software; Database; Other |
1 |
|
1 |
| |
Software; Office |
4 |
1 |
5 |
| |
Software; Other |
3 |
1 |
4 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
|
1 |
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Software; Presentation/Desktop Publish.; Powerpoint |
1 |
1 |
2 |
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Software; Spreadsheets; Excel |
2 |
|
2 |
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Software; Spreadsheets; Other |
1 |
|
1 |
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Software; Stat/Math Applications; Matlab |
|
1 |
1 |
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Software; UD Thesis; MS Word |
1 |
3 |
4 |
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Software; Word Processing/Editors; MS Word |
13 |
2 |
15 |
| Software Count |
|
31 |
10 |
41 |
| |
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| TSC Requests |
|
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|
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| |
TSC; Ethernet; Repair |
|
1 |
1 |
| |
TSC; PPP; Repair |
1 |
|
1 |
| |
TSC; Special Request |
16 |
6 |
22 |
| |
TSC; Troubleshoot; Boot Problems |
|
7 |
7 |
| |
TSC; Troubleshoot; Hardware |
2 |
5 |
7 |
| |
TSC; Troubleshoot; Operating System |
3 |
4 |
7 |
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TSC; Troubleshoot; Software |
1 |
4 |
5 |
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TSC; Troubleshoot; Spyware |
1 |
1 |
2 |
| |
TSC; Virus Repair |
11 |
19 |
30 |
| TSC Requests Count |
|
35 |
47 |
82 |
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| Using Unix |
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Using Unix; Other |
1 |
|
1 |
| Using Unix Count |
|
1 |
|
1 |
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| Web |
|
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Web (WWW); Browsers; Faculty/Staff |
1 |
|
1 |
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Web (WWW); Browsers; Student |
|
2 |
2 |
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Web (WWW); Templates |
2 |
|
2 |
| |
Web (WWW); Web Pages; Faculty/Staff; Google Search |
1 |
|
1 |
| |
Web (WWW); Web Pages; Faculty/Staff; UD Calendar |
|
1 |
1 |
| |
Web (WWW); Web Pages; Faculty/Staff; Web Page |
13 |
2 |
15 |
| |
Web (WWW); Web Pages; Student; Web Page |
2 |
2 |
4 |
| Web Count |
|
19 |
7 |
26 |
| |
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| Grand Total |
|
514 |
323 |
837 |
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