| IT Help Center - February 2009 |
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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 |
7 |
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7 |
| |
Access; Activate; UNIX; Student |
6 |
49 |
55 |
| |
Access; CAS Authentication |
6 |
1 |
7 |
| |
Access; Inactive users |
10 |
36 |
46 |
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Access; Passwords; Other |
1 |
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1 |
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Access; Passwords; Unix |
9 |
24 |
33 |
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Access; PINS; Faculty/Staff |
2 |
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2 |
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Access; PINS; Student |
|
7 |
7 |
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Access; UD ID |
2 |
8 |
10 |
| |
Access; UDelNetID |
6 |
5 |
11 |
| |
Access; UNIX |
1 |
2 |
3 |
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Drupal; New Site |
4 |
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4 |
| |
Exchange; New Account |
6 |
2 |
8 |
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Learning; MyCourses; Login |
|
16 |
16 |
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Learning; Sakai; Login |
18 |
7 |
25 |
| |
Sharepoint; New Account |
7 |
2 |
9 |
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Software; Calendar Server (SunOne); Access |
8 |
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8 |
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Voice Mail; Resets/Reinitialize; Faculty/Staff |
2 |
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2 |
| Central Systems
Access Count |
95 |
159 |
254 |
| |
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| Central Systems Software |
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Administrative Systems; Peoplesoft; Financials |
1 |
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1 |
| |
Administrative Systems; Peoplesoft; UDSIS |
9 |
10 |
19 |
| |
Administrative Systems; Web; Web Forms |
12 |
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12 |
| |
Documentation |
6 |
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6 |
| |
Software Distribution |
1 |
|
1 |
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Software; Remedy; Access |
4 |
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4 |
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Software; Remedy; Bugs |
2 |
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2 |
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Software; Remedy; Changes |
7 |
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7 |
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Voice Mail; General Questions |
1 |
1 |
2 |
| Central Systems
Software Count |
43 |
11 |
54 |
| |
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| Computing Systems |
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Departmental Servers |
12 |
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12 |
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Departmental Servers; Other |
1 |
1 |
2 |
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Departmental Servers; Samba |
3 |
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3 |
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Desktop Systems; Maintenance; Faculty/Staff |
9 |
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9 |
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Desktop Systems; Maintenance; Student |
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12 |
12 |
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Desktop Systems; Setup |
4 |
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4 |
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Desktop Systems; TSC; Pre-purchase |
3 |
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3 |
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Desktop Systems; Use; Faculty/Staff |
52 |
7 |
59 |
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Desktop Systems; Use; Students |
1 |
53 |
54 |
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Drupal; Support |
1 |
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1 |
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Security; PNPI |
2 |
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2 |
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Sharepoint; Help |
5 |
1 |
6 |
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Sharepoint; New Site |
3 |
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3 |
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Software Installation |
1 |
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1 |
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Virus; General Questions |
39 |
14 |
53 |
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Virus; Has Virus (port not off); Faculty/Staff |
12 |
1 |
13 |
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Virus; Has Virus (port not off); Student |
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37 |
37 |
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Virus; Needs Software |
31 |
17 |
48 |
| Computing
Systems Count |
179 |
143 |
322 |
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| Connecting to UD |
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Connection; Ethernet; Faculty/Staff; Register |
4 |
2 |
6 |
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Connection; Ethernet; Faculty/Staff; Troubleshoot |
10 |
1 |
11 |
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Connection; Ethernet; Student; Register |
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7 |
7 |
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Connection; Ethernet; Student; Troubleshoot |
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42 |
42 |
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Connection; Guest Registration |
5 |
2 |
7 |
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Connection; IP; Duplicate |
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1 |
1 |
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Connection; IP; Release/Renew |
1 |
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1 |
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Connection; IP; Troubleshoot |
2 |
1 |
3 |
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Connection; ISP; Faculty/Staff |
5 |
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5 |
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Connection; ISP; Student |
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4 |
4 |
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Connection; PPP; Faculty/Staff |
6 |
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6 |
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Connection; PPP; Student |
1 |
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1 |
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Connection; Software; FTP |
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1 |
1 |
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Connection; Software; Other |
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1 |
1 |
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Connection; Software; SSH |
5 |
2 |
7 |
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Connection; VPN |
5 |
3 |
8 |
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Connection; Wireless; Faculty/Staff |
8 |
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8 |
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Connection; Wireless; Student |
4 |
23 |
27 |
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Ethernet connection |
2 |
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2 |
| Connecting to UD Count |
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58 |
90 |
148 |
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| E-mail |
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E-Mail; Bulk Ticket |
1 |
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1 |
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E-Mail; DropBox |
5 |
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5 |
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E-Mail; General; Forward command |
2 |
4 |
6 |
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E-Mail; General; INBOX recover messages |
4 |
2 |
6 |
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E-Mail; General; Mail lists; General |
9 |
6 |
15 |
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E-Mail; General; Mail lists; PO Box |
30 |
1 |
31 |
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E-Mail; General; Mail lists; Shared Mailbox |
4 |
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4 |
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E-Mail; MAC OS X; Faculty/Staff |
6 |
1 |
7 |
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E-Mail; Mirapoint; Faculty/Staff |
5 |
2 |
7 |
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E-Mail; Mirapoint; Student |
2 |
6 |
8 |
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E-Mail; Mozilla; Faculty/Staff |
5 |
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5 |
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E-Mail; Other |
40 |
19 |
59 |
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E-Mail; Outlook Express; Faculty/Staff |
7 |
1 |
8 |
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E-Mail; Outlook Express; Students |
3 |
2 |
5 |
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E-Mail; Outlook; Faculty/Staff |
5 |
2 |
7 |
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E-Mail; Outlook; Student |
1 |
3 |
4 |
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E-Mail; Pine |
1 |
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1 |
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E-Mail; Quota |
13 |
12 |
25 |
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E-Mail; Spam filtering |
7 |
2 |
9 |
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E-Mail; Thunderbird; Faculty/Staff |
21 |
1 |
22 |
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E-Mail; Thunderbird; Student |
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1 |
1 |
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E-Mail; Webmail; Faculty/Staff |
11 |
1 |
12 |
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E-Mail; Webmail; Student |
1 |
8 |
9 |
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Exchange; Blackberry; Activation |
|
1 |
1 |
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Exchange; Blackberry; Help |
3 |
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3 |
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Exchange; General Help |
9 |
1 |
10 |
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Exchange; Outlook |
4 |
1 |
5 |
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Exchange; Password Reset |
2 |
1 |
3 |
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Exchange; Quota |
6 |
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6 |
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Exchange; Shared Mailbox |
2 |
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2 |
| E-mail Count |
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209 |
78 |
287 |
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| General Information |
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Computing Sites |
2 |
1 |
3 |
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General; General Questions |
18 |
9 |
27 |
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General; New Student Questions |
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3 |
3 |
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Other |
32 |
17 |
49 |
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Telephone; Cellular Wireless |
35 |
|
35 |
| General
Information Count |
87 |
30 |
117 |
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| Learning Systems |
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Instructional Technology; Audio/Visual Equip fail (UMS) |
3 |
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3 |
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Learning; Clickers |
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1 |
1 |
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Learning; MyCourses; Other |
15 |
29 |
44 |
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Learning; Sakai; Comments |
7 |
2 |
9 |
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Learning; Sakai; Other |
62 |
32 |
94 |
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Test Scoring, Freq. Scanning |
1 |
|
1 |
| Learning Systems Count |
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88 |
64 |
152 |
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| Printing |
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Printing; Local; Faculty/Staff |
2 |
1 |
3 |
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Printing; Local; Student |
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6 |
6 |
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Printing; Network; Faculty/Staff |
6 |
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6 |
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Printing; VendPrint |
1 |
1 |
2 |
| Printing Count |
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9 |
8 |
17 |
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| Security |
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Security; Compromised |
16 |
24 |
40 |
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Security; Copyright |
2 |
37 |
39 |
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Security; Other |
4 |
1 |
5 |
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Security; Rogue DHCP |
2 |
1 |
3 |
| Security Count |
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24 |
63 |
87 |
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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 |
2 |
|
2 |
| Service
Interruption Count |
3 |
|
3 |
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| Software |
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Qualtrics (Survey/Polls) |
1 |
|
1 |
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Software; Database; Access |
5 |
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5 |
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Software; Database; Other |
1 |
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1 |
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Software; Office |
4 |
3 |
7 |
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Software; Other |
7 |
2 |
9 |
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Software; Presentation/Desktop Publish.; Dreamweaver |
1 |
2 |
3 |
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Software; Presentation/Desktop Publish.; Other |
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1 |
1 |
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Software; Presentation/Desktop Publish.; Powerpoint |
1 |
1 |
2 |
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Software; Spreadsheets; Excel |
7 |
1 |
8 |
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Software; Stat/Math Applications; Maple |
|
1 |
1 |
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Software; Stat/Math Applications; Matlab |
2 |
1 |
3 |
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Software; Stat/Math Applications; Minitab |
|
1 |
1 |
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Software; Stat/Math Applications; Other Stat/Math Problems |
1 |
1 |
2 |
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Software; Stat/Math Applications; SPSS |
1 |
3 |
4 |
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Software; UD Thesis; MS Word |
|
1 |
1 |
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Software; UD Thesis; Tex, LaTex, AmsTex, emTex |
|
1 |
1 |
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Software; Word Processing/Editors; MS Word |
13 |
3 |
16 |
| Software Count |
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44 |
22 |
66 |
| |
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| TSC Requests |
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TSC; Ethernet; Repair |
|
1 |
1 |
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TSC; Special Request |
11 |
7 |
18 |
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TSC; Troubleshoot; Boot Problems |
4 |
2 |
6 |
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TSC; Troubleshoot; Hardware |
2 |
|
2 |
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TSC; Troubleshoot; Operating System |
4 |
4 |
8 |
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TSC; Troubleshoot; Software |
5 |
12 |
17 |
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TSC; Virus Repair |
6 |
24 |
30 |
| TSC Requests Count |
|
32 |
50 |
82 |
| |
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| Using UNIX |
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File Management; Disk Quota |
|
1 |
1 |
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Using Unix; Command syntax |
1 |
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1 |
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Using Unix; Other |
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3 |
3 |
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Using Unix; Setup problems |
|
1 |
1 |
| Using UNIX Count |
|
1 |
5 |
6 |
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| Web |
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Web (WWW); Browsers; Faculty/Staff |
4 |
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4 |
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Web (WWW); Browsers; Student |
|
2 |
2 |
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Web (WWW); Drupal Support |
2 |
|
2 |
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Web (WWW); Templates |
1 |
|
1 |
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Web (WWW); Web Pages; Faculty/Staff; Google Search |
4 |
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4 |
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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 |
10 |
|
10 |
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Web (WWW); Web Pages; Student; Google Search |
|
1 |
1 |
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Web (WWW); Web Pages; Student; Web Page |
1 |
7 |
8 |
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Web (WWW); Web Proxy |
2 |
|
2 |
| Web Count |
|
24 |
11 |
35 |
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| Grand Total |
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896 |
734 |
1630 |
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