[Eril-l] Ticketing systems for eResources

Athena Hoeppner athena at ucf.edu
Fri Oct 9 08:20:00 PDT 2015

At UCF the eResources Support team uses a combo of email, LibSurveys, and a home-grown ticketing system on the intranet. Tracking is cumbersome but it is functional.

I’m curious if anyone uses OneNote to track problems and coordinate troubleshooting. And, if so, how they implemented it and whether it works well.


From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Beth Johns
Sent: Friday, October 09, 2015 11:05 AM
To: Kelly Smith <Kelly.Smith2 at eku.edu>
Cc: eril-l at lists.eril-l.org
Subject: Re: [Eril-l] Ticketing systems for eResources

I'd be interested too or will just wait for Kelly's article. :)

We're just using email currently, though we are pretty small. It works -- though I'd like to use a better system to track recurrent problems. I've tried the homegrown way of just creating a spreadsheet but that became cumbersome as well.

From: "Kelly Smith" <Kelly.Smith2 at eku.edu<mailto:Kelly.Smith2 at eku.edu>>
To: eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Sent: Friday, October 9, 2015 10:58:59 AM
Subject: [Eril-l] Ticketing systems for eResources

Hi folks. I know there have been a couple of different rounds of conversations on this listserv about implementing Ticketing Systems for eResource troubleshooting and management. I’m currently writing an article on this topic for the new “Problem Solved” column in Serials Review. I’d be interested in talking to anyone who thinks they have a well-functioning system and would like to tell me a little about it. If you’re interested, please contact me off-list.

Kelly Smith
Coordinator of Collections and Discovery
Eastern Kentucky University Libraries
email kelly.smith2 at eku.edu<mailto:kelly.smith2 at eku.edu> | research guides<http://libguides.eku.edu/prf.php?account_id=300>

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