User Services Annual Report 2008 Page 1 Annual Report Library and Information Services – User Services June 1, 2007 – May 31, 2008 Introduction The User Services team was formed during the ’07‐’08 academic year to bring together several specific user‐related services and service points to provide a more intentional space for collaborative work to occur. Specifically this includes the current Academic Technology, Help Desk, Training, and User Systems areas. Reports from each of the four areas have been compiled into one annual report. Throughout the sections of the report, common themes occur which highlight the benefit of forming the User Services team. Some of the themes include Windows Vista, Mac OSX 10.5 Leopard, Office 2007, Office 2008 for the Mac, Summer 2008 Faculty Rollout, and Norse Key Password Expiration. These themes, and others, involve research by Academic Technology and User Systems into workstation image changes, development of Training materials for users, and support of users with individual questions through our Help Desk. Staffing The User Services team is comprised of the following ten individuals: Matthew Baumann (Help Desk Technician), Bob Erickson (Classroom/Lab Manager), Ryan Gjerde (Academic Technology Librarian), Diane Gossman (Director of User Services), Matt Hughes (Help Desk Supervisor), Todd Marken continued (User Services Specialist), Andrew Olson (Help Desk Manager), Bob Puffer (Academic Technology Assistant), Larry Sikkink (User Systems Administrator), Jim Veeder (Audio‐Visual Coordinator).
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Annual Report Library and Information Services – User ... · User Services Annual Report 2008 Page 1 Annual Report Library and Information Services – User Services June 1, 2007
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Daily Work Profile OnemethodofprofilingthedailyworkofproblemresolutionatHelpDeskisthroughinvestigatingtherequestsrecordedintheLISworkordertrackingsystem.Typically,requestsaretrackedinthissystem
Project Work AlongwithannualprojectssuchassupportingSummerRegistration,supportingResNetconnections,andtrainingnewpoolsofHelpDeskstudentstaff,theHelpDeskprofessionalstaffalsoledandcontributedtoseveralareasofsignificantworkinLIS.HelpDeskprofessionalandstudentstaffprovided
Work Order Reporting Tools LIS Leader: AndrewOlson Student Staff: AnneLyttle Project Description and Outcomes: AnneLyttleprovidedenhancementstoHelpDeskandLISworkorderreportingtoolsthroughthecreationofover30newworkordertrackingreports.ThesenewreportingtoolsofferLISstaffnewinsightintoworkloadandworkflowprocesses.TheyprovideoverviewsofHelpDeskandLISworkaswellasviewsintotheinteractionsbetweenLISworkunitsandtheinternalinteractionsbetweenHelpDeskprofessionalandstudentstaffs.Asignificantportionofherworkinvolveddesigningmethodsforretrievalofhistoricaldatatomatchdataincludedinreporting
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Help Desk toolsforthecurrentreportingyear.ThisworkopensthepossibilityofexaminingtheworkoftheHelpDeskfromalongitudinalperspectivereachingbacktotheHelpDesk’sredesignin2001.TheHelpDeskwasfortunatetohavetheopportunitytoleverageAnne’spreviousexperiencewritingdatabasequeriesandCrystalReportsfilesfortheWisconsinDepartmentofCorrections.
Streaming Video Automation LIS Leader: BobPuffer Student Staff: BrettHazen,AndrewZaffke Project Description and Outcomes: BrettandAndrewworkedonvariousworkflowsfortakingvariousmediatostreamabilityusingavarietyofopensourcetools.Theresultwasastable,relatively‐easilycreatedformatthatrequiredaminimumofuserinteractiontomakeithappen.Flashvideowasthestreamableformatchosenbecauseittranscodedquickerandwasreadableimmediatelyby97%oftheworkstationsoncampus.AndrewandBrettalsoproduceddocumentationfortheprojectaswellasvideotutorialsonhowtocreateastreamableflashvideousingtheirworkflow.
Lecture Podcast Pilot LIS Leader: BobPufferStudent Staff: RufusVethanayagamony Project Description and Outcomes: Rufusvideo‐recordedalllecturesforClaudeMertzenich'sCHEM‐152section.Thesewereextractedfromthevideocamera,transcodedandmadeavailablethroughthecourse'sKATIEsiteinastreamingformat(QuicktimeandFlash).Claudereportedsatisfactionwiththe
Application Development Screencasts LIS Leader: SteveSmith Student Staff: JasonSmoliak Project Description and Outcomes: SteveandJasonworkedtocreatedemovideosforcommontasksinDatatel,my.luther,andAdAstra.Jasoncreatedtwovideosforthemy.lutherportionoftheproject.TheworkwithJasonservedasaspringboardtogetastartontheproject.Stevewillbefinishinguptheothervideosandcreatemoreasneeded.
Setup and Test Windows Services Update Server LIS Leaders: BobEricksonStudent Staff: BryanUhlenhakeProject Description and Outcomes: ThisprojectwasfocusedonsettingupaWindowsServicesUpdateServer(WSUS)andtestingtheprocessofusingittodeployWindowsUpdates.ThegroupstartedbyloadingWSUS3.0ontherequiredWindowsServer2003thatwasalsorunningMicrosoftReportViewer2005,MicrosoftManagementConsole3.0andMicrosoftInternetInformationservices.Theadvantageswouldbereducedbandwidth;bettermanagementofdownloadsandbetterreportingonthestatusofupdates.Thedisadvantageswerefoundtobethatupdateservicesonlyranonthehour,theserveradministratorneededtocontinuallymonitortheprocesstomanageandrepairupdatingproblems,theclientconfigurationwasdetailedandhadtobeconfiguredontheclientmachine‐notbytheserver.TheWSUSonlyupdatedtheWindowsoperatingsystemandnototherapplications.AfternumeroustestswiththeWSUSserverandtheclient,itwasdeterminedtobeveryproblematic,inconsistentanddifficult
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Help Desk totest.Nogreatadvantageovertheexistingwindowsupdateprocedurewasrealizedsocontinuingaheadwithanon‐goingsoftwaremanagementanddeploymentprojecthasbeenadvised.
LIST Support LIS Leader: DianeGossman Student Staff: CoryWagner,CurtYounker Project Description and Outcomes: ThisprojectwasdesignedtoproduceadditionalLISTrainingmaterialsinpreparationfornumerousimplementationsbeginningoncampusincludingNorseApps,Office2007/2008,WindowsVista,andMacLeopard.Thegroupmettogetheronceaweekandthen
Norse Apps (helpdesk/go/norseapps) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseAppsNorse Mail (helpdesk/go/norsemail) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseMailNorse Chat (helpdesk/go/norsechat) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseChatNorse Calendar (helpdesk/go/norsecal) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseCalendarNorse Docs (helpdesk/go/norsedocs) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseDocsNorse Sites https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseSitesVista (helpdesk/go/vista) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaVista ‐ Basics http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaBasicsVista ‐ New Features http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaNewFeaturesVista ‐ System Maintenance http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaSystemMaintenanceVista QuickStart Guide http://lis.luther.edu/files/images/Vista_QuickStart_Guide.pdfVista Network Printers http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaNetworkPrintersVista Network Shares http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaNetworkSharesVista System Maintenance (Power Settings) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaSystemMaintenanceMac Word 2008 https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacWord2008
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Help Desk Mac Excel 2008 https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacExcel2008Mac PowerPoint 2008 https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacPowerPoint2008Mac OS X Leopard 10.5 http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacOSXLeopardMac Training ‐ Basics (updated to 10.5) (helpdesk/go/mac) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacTraining‐BasicMac QuickStart Guide http://lis.luther.edu/files/images/MacQuickStart_Guide.pdfMac Data Backups https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacDataBackupsBasic Web Design https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_BasicWebDesign
Help Desk Video Production LIS Leader: MattHughes Student Staff: LuisEnriquez Project Description and Outcomes: Thegoalofthisprojectwastocreateashortvideoon'WhatCantheHelpDeskDoForYou?'tomakeavailableforviewingontheHelpDesk’sNorseCleanCDandontheHelpDeskwebsite.Astoryboardhasbeendraftedandclipscollected.ProductionofthevideoisstillinprogressandwillnotbereadyforinclusionintheCDsprintedforNewStudentSummerRegistration.ItishopedthatthevideowillbereadyforpublicationpriortothebeginningofFallsemester.LIS Leader: MattHughes Student Staff: CamWebb,BryanPerrot Project Description and Outcomes: ThegoalofthisprojectwastocreateanewNorseCleanCDtoreplacetheagingonethathasbeeninusebytheHelpDeskforseveralyears.ThecurrentCDhasseveralproblems‐softwarethatisoutofdateandaGUIinterfacethatfailsoncomputerswithouttheproperversionof.Netinstalled(whichrulesoutMacOSX).CamandBryandeterminedthatcodingtheGUIinJavawouldsolvetheproblemofoperatingsystems.Thisenabledthemtomakea'tabtemplate'thatwouldbeeasytoduplicateforfutureupkeep.They'veincludednumeroustoolsincludingAnti‐Virus(Sophos,AVGFree),Anti‐Spyware(Adaware,Spybot),Browsers(Firefox,Opera),andseveralotherusefultools.
Windows Vista InpreparationfortheimplementationofWindowsVistaoncampus,severalonlinematerialswereproducedlateSpring2008.Theprimarylinkforthesematerialsishttp://helpdesk.luther.edu/go/vista
LIS Training Website Updates AcompletelistoftheLISTraining(LIST)materialsthatwerecreatedand/orupdatedontheHelpDeskwebsiteincludesthefollowing.TheywereupdatedwiththehelpofLutherstudentworkersAaronHarpole(LISTrainingAssistant)duringthesummerof2007andCoryWagnerandCurtisYounkerduring
Staff Rollout Machines for staff are upgraded year-around, and the schedule is planned such that each department will receive an upgrade every two years. The departments are divided in halves, and each half is upgraded on alternate years. These departments are upgraded on the even-odd budget years (i.e. ’07-’08):
Due to budget, staffing, and the prospect of buying a systems management solution reasons, the staff rollout was stalled for a portion of the ‘07-‘08 year. Only the Admissions, Alumni, Development, and LIS (west) departments were upgraded late in the academic year. The laptops harvested from those departments were used to refresh the Help Desk laptop pool. Those departments delayed will be picked up in the '08-'09 year, along with the regularly scheduled departments for that period.
Sum of Session Time Category Total Antispam 1.00 BlackBerry 1.50 Citrix 6.75 Data Backup 13.75 Getting the Most out of LIS 6.00 Getting to Know LIS 21.00 KATIE 97.50 Laptop Basics 1.00 Magnus 6.00 Moving to the Mac Platform 21.00 Network Places 0.50 Norse Apps 164.75 Norse Key Password Changes 7.00 Office 2000 62.75 Office 2007 150.75 Oracle Calendar 5.00 Personalized Training 2.00 Thunderbird 31.00 Windows Vista 16.00 (blank) 0.00
Sum of #Trnd Category Total Antispam 1 BlackBerry 1 Citrix 12 Data Backup 15 Getting the Most out of LIS 6 Getting to Know LIS 6 KATIE 45 Laptop Basics 1 Magnus 6 Moving to the Mac Platform 21 Network Places 1 Norse Apps 129 Norse Key Password Changes 7 Office 2000 55 Office 2007 161 Oracle Calendar 6 Personalized Training 3 Thunderbird 41 Windows Vista 28 (blank) Grand Total 545
020406080100120140160180
Total
Total
User Services Annual Report 2008 Page 18
Training Metrics
Training by Department for ’07‐’08
Dept Data Total Administrative Services Sum of Session Time 0.50 Sum of #Trnd 1 Admissions Sum of Session Time 25.00 Sum of #Trnd 27 Alumni Sum of Session Time 6.00 Sum of #Trnd 6 Athletics Sum of Session Time 4.75 Sum of #Trnd 6 Book Shop Sum of Session Time 12.50 Sum of #Trnd 12 Box Office Sum of Session Time 0.50 Sum of #Trnd 1 Campus Programming Sum of Session Time 1.50 Sum of #Trnd 2 Career Center Sum of Session Time 1.25 Sum of #Trnd 2 Dean's Office Sum of Session Time 1.50 Sum of #Trnd 2 Development Sum of Session Time 19.50 Sum of #Trnd 20 Dining Services Sum of Session Time 3.25 Sum of #Trnd 4 Education Sum of Session Time 33.00 Sum of #Trnd 22 English Sum of Session Time 4.25 Sum of #Trnd 6 Facilities Management Sum of Session Time 3.75 Sum of #Trnd 5 Financial Services Sum of Session Time 8.25 Sum of #Trnd 17 Human Resources Sum of Session Time 1.00 Sum of #Trnd 1 Information Technology Sum of Session Time 0.00 Sum of #Trnd 0 LIS Sum of Session Time 406.00 Sum of #Trnd 316 Mail Center Sum of Session Time 1.00 Sum of #Trnd 2 Mathematics Sum of Session Time 1.25 Sum of #Trnd 2 MIS Sum of Session Time 1.00
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Sum of #Trnd 1 Modern Languages Sum of Session Time 4.00 Sum of #Trnd 5 Music Sum of Session Time 4.00 Sum of #Trnd 4 Paideia Sum of Session Time 1.00 Sum of #Trnd 1 Partners Sum of Session Time 1.25 Sum of #Trnd 1 Philosophy Sum of Session Time 2.25 Sum of #Trnd 3 Political Science Sum of Session Time 2.00 Sum of #Trnd 3 President's Office Sum of Session Time 1.50 Sum of #Trnd 3 Print Shop Sum of Session Time 1.25 Sum of #Trnd 1 Psychology Sum of Session Time 1.75 Sum of #Trnd 2 Recreational Sports Sum of Session Time 0.75 Sum of #Trnd 1 Registrar's Office Sum of Session Time 0.00 Sum of #Trnd Religion Sum of Session Time 7.50 Sum of #Trnd 7 SASC Sum of Session Time 4.00 Sum of #Trnd 8 Security Sum of Session Time 0.50 Sum of #Trnd 1 Student Life Sum of Session Time 1.50 Sum of #Trnd 2 Student Support Services Sum of Session Time 1.00 Sum of #Trnd 1 Theatre/Dance Sum of Session Time 1.00 Sum of #Trnd 1 Upward Bound Sum of Session Time 1.75 Sum of #Trnd 2 (blank) Sum of Session Time 42.50 Sum of #Trnd 44 Total Sum of Session Time 615.25 Total Sum of #Trnd 545
Training by Topic for ’07‐‘08 Topic Secondary Topic Data Total Access 2007 (blank) Sum of Session Time 10.00 Sum of #Trnd 10 Access 2007 - Training (blank) Sum of Session Time 2.00 Sum of #Trnd 2 Antispam (blank) Sum of Session Time 1.00 Sum of #Trnd 1 BlackBerry (blank) Sum of Session Time 1.50
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Sum of #Trnd 1 Citrix (blank) Sum of Session Time 5.75 Sum of #Trnd 11 Mac Questions Sum of Session Time 1.00 Sum of #Trnd 1 Data Backup (blank) Sum of Session Time 2.75 Sum of #Trnd 4 Data Backup Training (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Data Backup Workshop (blank) Sum of Session Time 3.00 Sum of #Trnd 3 Excel (blank) Sum of Session Time 0.50 Sum of #Trnd 1 Excel 2007 (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Excel 2007 - Demo (blank) Sum of Session Time 0.00 Sum of #Trnd 0 Excel 2007 - Training (blank) Sum of Session Time 3.00 Sum of #Trnd 3 Excel 2007 Demo (blank) Sum of Session Time 0.00 Sum of #Trnd Excel 2007 Training (blank) Sum of Session Time 6.00 Sum of #Trnd 6 Getting the Most out of LIS (blank) Sum of Session Time 6.00 Sum of #Trnd 6 Getting to Know LIS - Faculty Workshop (blank) Sum of Session Time 21.00 Sum of #Trnd 6 Google Apps Demo (blank) Sum of Session Time 26.00 Sum of #Trnd 26 Google Apps Training for HD (blank) Sum of Session Time 0.00 Sum of #Trnd Google Docs Training (blank) Sum of Session Time 5.00 Sum of #Trnd 5 Google Mail/Chat/Cal Training (blank) Sum of Session Time 10.00 Sum of #Trnd 10 KATIE - Demo (blank) Sum of Session Time 3.00 Sum of #Trnd 3 KATIE - Faculty Workshop (blank) Sum of Session Time 73.50 Sum of #Trnd 21 KATIE - Training (blank) Sum of Session Time 1.00 Sum of #Trnd 1 KATIE - Workshop (blank) Sum of Session Time 1.00 Sum of #Trnd 1 KATIE Demo (blank) Sum of Session Time 5.00 Sum of #Trnd 5 KATIE Gradebook Demo (blank) Sum of Session Time 3.00 Sum of #Trnd 3 KATIE Gradebook Training (blank) Sum of Session Time 1.00 Sum of #Trnd 1 KATIE Gradebook Workshop (blank) Sum of Session Time 0.00 Sum of #Trnd 0
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KATIE Training (blank) Sum of Session Time 5.00 Sum of #Trnd 5 KATIE Workshop (blank) Sum of Session Time 5.00 Sum of #Trnd 5 Laptop Basics (blank) Sum of Session Time 1.00 Sum of #Trnd 1 Magnus - Demo (blank) Sum of Session Time 4.00 Sum of #Trnd 4 Magnus - Training (blank) Sum of Session Time 2.00 Sum of #Trnd 2 Moving to the Mac Platform (blank) Sum of Session Time 21.00 Sum of #Trnd 21
MS Access File Management for the PC Sum of Session Time 1.50
Sum of #Trnd 1 (blank) Sum of Session Time 0.75 Sum of #Trnd 1 MS Excel MS Access Sum of Session Time 1.00 Sum of #Trnd 1 (blank) Sum of Session Time 51.00 Sum of #Trnd 42 MS Word (blank) Sum of Session Time 0.50 Sum of #Trnd 1 Network Places (blank) Sum of Session Time 0.50 Sum of #Trnd 1 Norse Apps (blank) Sum of Session Time 7.25 Sum of #Trnd 10 Norse Apps - Demo (blank) Sum of Session Time 49.00 Sum of #Trnd 49 Norse Apps - Faculty Workshop (blank) Sum of Session Time 49.00 Sum of #Trnd 14 Norse Apps - Training (blank) Sum of Session Time 18.50 Sum of #Trnd 15 Norse Key Password Changes (blank) Sum of Session Time 7.00 Sum of #Trnd 7 Office 2007 (blank) Sum of Session Time 50.75 Sum of #Trnd 58 Office 2007 - Demo (blank) Sum of Session Time 2.00 Sum of #Trnd 2 Office 2007 - Workshop (blank) Sum of Session Time 7.00 Sum of #Trnd 10 Office 2007 Demo (blank) Sum of Session Time 25.00 Sum of #Trnd 25 Office 2007 Training (blank) Sum of Session Time 1.00 Sum of #Trnd 1 Office 2007 Workshop (blank) Sum of Session Time 5.00 Sum of #Trnd 5 Oracle Calendar (blank) Sum of Session Time 5.00 Sum of #Trnd 6 Personalized Training (blank) Sum of Session Time 2.00 Sum of #Trnd 3 PowerPoint (blank) Sum of Session Time 7.50
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Sum of #Trnd 8 PowerPoint 2007 (blank) Sum of Session Time 6.00 Sum of #Trnd 6 PowerPoint 2007 Training (blank) Sum of Session Time 4.00 Sum of #Trnd 4 Publisher 2007 (blank) Sum of Session Time 7.00 Sum of #Trnd 7 Thunderbird (blank) Sum of Session Time 27.25 Sum of #Trnd 37 Citrix Sum of Session Time 0.75 Sum of #Trnd 1 Oracle Calendar Sum of Session Time 2.00 Sum of #Trnd 2 Data Backup Sum of Session Time 1.00 Sum of #Trnd 1 Vista - Demo (blank) Sum of Session Time 0.00 Sum of #Trnd 7 Vista - Training (blank) Sum of Session Time 0.00 Sum of #Trnd 5 Windows Vista - Demo (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Windows Vista - Training (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Word 2007 (blank) Sum of Session Time 7.00 Sum of #Trnd 7 Word 2007 - Training (blank) Sum of Session Time 7.00 Sum of #Trnd 7 (blank) (blank) Sum of Session Time 0.00 Sum of #Trnd Total Sum of Session Time 615.25 Total Sum of #Trnd 545
Work Orders COMPLETED ’07‐’08 by Type
Type Total AD 1880 AT 133 AV 597 AV 1 Call Pilot 63 Check-Out 310 DSL Modem 25 HD 2214 INV 161 Inventory - NFW 170 New Employee Setup 282 NS 467 Support 17
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Telephone 630 Training 229 US 411 (blank) 599 Grand Total 8189
Training Metrics
Work Orders COMPLETED ’07‐’08 by Training
(Diane)
Type Total AD 1 HD 13 New Employee Setup 3 NS 8 Support 11 Training 186 US 15 (blank) 1 Grand Total 238
Work Orders COMPLETED ’07‐’08 of Type Training
Username Total ALDERCIN 1 ENRILU01 6 FORSYTAD 26 GOSSMAND 186 GULLICK 1 HUGHESMA 1 PUFFRO01 7 WEBBCA01 1 Grand Total 229
Work Orders OPENED ’07‐’08 by Type
Type Total AD 1891 AT 127 AV 595 AV 1 Call Pilot 65 Check-Out 318
User Services Annual Report 2008 Page 24
DSL Modem 26 HD 2183 INV 148 Inventory - NFW 464 New Employee Setup 248 NS 550 Support 17 Telephone 631 Training 236 US 439 (blank) 656 Grand Total 8595
Work Orders OPENED ’07‐’08 by Training
(Diane)
Type Total AD 19 AV 6 HD 38 INV 2 NS 16 Support 6 Telephone 2 Training 72 US 42 (blank) 40 Grand Total 243
Work Orders COMPLETED ’07‐’08 of Type User Systems User Total ALDERCIN 1 ARPCH01 1 BLAKEDEN 1 ERICKSRO 1 GOSSMAND 15 GULLICK 1 HUGHESMA 3 JONEMA06 2 MARKENTO 43 OLSONAND 1 SIKKINLA 296 SMITCO01 21
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STUCKMCH 1 WEBBCA01 3 WOMELDLA 21 Grand Total 411
Work Orders COMPLETED ’07‐’08 by User Systems (Larry,Todd)Type Total HD 27 INV 6 Inventory - NFW 5 New Employee Setup 87 Support 3 US 339 (blank) 54 Grand Total 521
Work Orders OPENED ’07‐‘08 by Type Type/Dept_Num Total AD 1891 Acad 205 Admin 1426 Student 31 (blank) 229
Work Orders OPENED ’07‐’08 by User Systems (Larry,Todd)Type Total AD 1 HD 4 INV 2 Telephone 1 US 16 (blank) 40 Grand Total 64 iMostfiguresreflectstatisticsgatheredinthetimeperiodbetweenJune1,2007–May30,2008unlessnoted