Appendix E: Portal Help Statistics

Number of cases received from Faculty/Staff: 3289
Number of Organization Requests*: 290
Number of cases received from Students: 678

Academic Division/Unit: Faculty of Arts and Science (includes Colleges)
Total Number of Cases: 1198
Request Category** and Number of Requests:

  • Content Storage: 108
  • Grade Center: 92
  • Turnitin: 82
  • Assessment Tools: 79
  • ROSI Assignment/HRIS Status: 71 

Number of Organization Requests: 47

Academic Division/Unit: Faculty of Applied Science and Engineering
Total Number of Cases: 262
Request Category** and Number of Requests:

  • Integration: 34
  • ROSI Assignment/HRIS Status: 26
  • Course Access: 21
  • Enrollment Reactivation: 21
  • Content Storage: 16

Number of Organization Requests: 15

Academic Division/Unit: University of Toronto Mississauga
Total Number of Cases: 248
Request Category** and Number of Requests:

  • Content Storage: 38
  • Content/Grade Retrieval: 34
  • Course Categorization: 29
  • Turnitin: 21
  • Other: 14

Number of Organization Requests: 7

Academic Division/Unit: Toronto School of Theology
Total Number of Cases: 198
Request Category** and Number of Requests:

  • Manual Enrollment Request: 115
  • Content/Grade Retrieval: 19
  • Enrollment Reactivation: 8
  • Course Access: 7
  • Technical Issue: 5

Number of Organization Requests: 10

Academic Division/Unit: Faculty of Medicine
Total Number of Cases: 160
Request Category** and Number of Requests:

  • Enrollment Reactivation: 22
  • Course Access: 16
  • Technical Issue: 10
  • Other: 9
  • Turnitin: 9

Number of Organization Requests: 24

Academic Division/Unit: University of Toronto Scarborough (UTSC)
Total Number of Cases: 152
Request Category** and Number of Requests:

  • Turnitin: 15
  • Content Storage: 14
  • Grade Center: 14
  • Content/Grade Retrieval: 10
  • ROSI Assignment/HRIS Status: 10

Number of Organization Requests: 5

* Organization Requests are typically departmental requests for creating and using Portal organizations. Portal Organizations provide a vibrant, active on-line meeting space for University community groups such as academic communities of interest and administrative committees and offices.

** The “Request Category” data reflects the top five queries for each Faculty/division in order to better highlight the most common questions and categories that are received by CTSI from each group.

Academic Division/Unit: Joseph L. Rotman School of Management
Total Number of Cases: 72
Request Category and Number of Requests:

  • Assessment Tools: 11
  • Group Management/Signup: 9
  • Course Categorization: 7
  • Course Merge: 5
  • Turnitin: 5

Number of Organization Requests: 0

Academic Division/Unit: Leslie L. Dan Faculty of Pharmacy
Total Number of Cases: 72
Request Category and Number of Requests:

  • Assessment Tools: 16
  • Enrollment Reactivation: 10
  • Technical Issue: 6
  • Content Storage: 3
  • Content Tools: 3

Number of Organization Requests: 0

Academic Division/Unit: Lawrence S. Bloomberg Faculty of Nursing
Total Number of Cases: 69
Request Category and Number of Requests:

  • Content Storage: 13
  • Content/Grade Retrieval: 9
  • Turnitin: 8
  • Course Access: 6
  • Enrollment Reactivation: 4

Number of Organization Requests: 4

Academic Division/Unit: Administrative Department
Total Number of Cases: 65
Request Category and Number of Requests:

  • Training/Consultation Request: 28
  • Other: 10
  • Webinar Tool: 6
  • Content Tools: 5
  • Failed Login: 2

Number of Organization Requests: 55

Academic Division/Unit: Ontario Institute for Studies in Education (OISE)
Total Number of Cases: 56
Request Category and Number of Requests:

  • Content/Grade Retrieval: 8
  • Course Categorization: 6
  • Technical Issue: 6
  • Course Access: 5
  • Other: 5

Number of Organization Requests: 4

Academic Division/Unit: Factor-Inwentash Faculty of Social Work
Total Number of Cases: 51
Request Category and Number of Requests:

  • Content Tools: 7
  • Turnitin: 6
  • Assessment Tools: 4
  • Communication Tools: 4
  • Grade Center: 4

Number of Organization Requests: 4

Academic Division/Unit: School of Continuing Studies
Total Number of Cases: 48
Request Category and Number of Requests:

  • Technical Issue: 8
  • Webinar Tool: 8
  • Course Categorization: 7
  • Assessment Tools: 4
  • Content Storage: 4

Number of Organization Requests: 0

Academic Division/Unit: Dalla Lana School of Public Health
Total Number of Cases: 44
Request Category and Number of Requests:

  • Course Access: 6
  • Training/Consultation Request: 5
  • Add Course Staff: 3
  • Assessment Tools: 3
  • Turnitin: 3

Number of Organization Requests: 10

Academic Division/Unit: Other
Total Number of Cases: 43
Request Category and Number of Requests:

  • Other: 24
  • Turnitin: 11
  • Toolbox Integration Request: 2
  • Blackboard Mobile: 1
  • Integration: 1

Number of Organization Requests: 0

Academic Division/Unit: Faculty of Information
Total Number of Cases: 39
Request Category and Number of Requests:

  • Content Tools: 5
  • Grade Center: 4
  • Course Access: 3
  • Enrollment Reactivation: 3
  • Interactive Tools: 3

Number of Organization Requests: 0

Academic Division/Unit: Faculty of Law
Total Number of Cases: 37
Request Category and Number of Requests: 

  • Content/Grade Retrieval: 7
  • Course Categorization: 5
  • Course Merge: 5
  • Enrollment Reactivation: 4
  • Content Storage 2

Number of Organization Requests: 0

Academic Division/Unit: John H. Daniels Faculty of Architecture, Landscape, and Design
Total Number of Cases: 36
Request Category and Number of Requests: 

  • Content Storage: 7
  • Assessment Tools: 6
  • Add Course Staff: 4
  • Technical Issue: 4
  • Manual Enrollment Request: 3

Number of Organization Requests: 2

Academic Division/Unit: School of Graduate Studies
Total Number of Cases: 33
Request Category and Number of Requests: 

  • Content Storage: 5
  • Course Access: 4
  • Enrollment Reactivation: 4
  • Multi-issue Request: 3
  • Packages and Utilities: 3

Number of Organization Requests: 1

Academic Division/Unit: Faculty of Kinesiology and Physical Education

Total Number of Cases: 26
Request Category and Number of Requests: 

  • Course Access: 4
  • Content Storage: 3
  • Add Course Staff: 2
  • Content/Grade Retrieval: 2
  • Enrollment Reactivation: 2

Number of Organization Requests: 0

Academic Division/Unit: Faculty of Music

Total Number of Cases: 19
Request Category and Number of Requests: 

  • Add Course Staff: 4
  • Content Tools: 3
  • Other: 2
  • View/Download Class Roster: 2
  • Content Storage: 1

Number of Organization Requests: 2

Academic Division/Unit: Faculty of Dentistry 

Total Number of Cases: 18
Request Category and Number of Requests: 

  • Content Storage: 4
  • Content Tools: 2
  • Course Categorization: 2
  • Enrollment Reactivation: 2
  • Turnitin: 2

Number of Organization Requests: 1

Academic Division/Unit: Multi-Divisional Centres and Institutes

Total Number of Cases: 15
Request Category and Number of Requests: 

  • ROSI Assignment/HRIS Status: 2
  • Webinar Tool: 2
  • Content Tools: 1
  • Course Access: 1
  • Grade Center: 1

Number of Organization Requests: 8

Academic Division/Unit: Faculty of Forestry

Total Number of Cases: 8
Request Category and Number of Requests: 

  • Add Course Staff: 2
  • Content Storage: 2
  • Add Student: 1
  • Assessment Tools: 1
  • Group Management/Signup: 1

Number of Organization Requests: 0

Academic Division/Unit: Simcoe Hall

Total Number of Cases: 7
Request Category and Number of Requests:

  • Content Tools: 3
  • Change Personal Information: 1
  • Grade Center: 1
  • Group Management/Signup: 1
  • Other: 1

Number of Organization Requests: 18

Academic Division/Unit: U of T Libraries

Total Number of Cases: 4
Request Category and Number of Requests:

  • Toolbox Integration Request: 2
  • Group management/Signup: 1
  • Lecture Capture Tool: 1

Number of Organization Requests: 0

Student Cases
Number of Cases: 678
Top 5 Request Categories and Number of Cases:

  • Course Access: 125
  • Other: 119
  • Failed Login: 53
  • Technical Issue: 51
  • Change Personal Information: 39