[Eril-l] Ticketing systems for eResources

[Rathmel, Angela]

Hi everyone,

Colleagues on this list co-authored a recently published article on the topic of troubleshooting which included an overview of a number of different ticketing systems and other tools being used by you all for this task. The paper was based on  a survey sent to this and other similar listservs.  Here’s the citation and links to access:

Angela Rathmel, Liisa Mobley, Buddy Pennington & Adam Chandler (2015) Tools, Techniques, and Training: Results of an E-Resources Troubleshooting Survey, Journal of Electronic Resources Librarianship, 27:2, 88-107 http://dx.doi.org/10.1080/1941126X.2015.1029398

The open access (manuscript) version is available at: http://hdl.handle.net/1808/18074 and Table 3 in particular  (p 39) shows a list of the various ticketing system tools shared from this survey.

Angie Rathmel
University of Kansas Libraries
aroads at ku.edu<mailto:aroads at ku.edu> | atruthbrarian at gmail.com<mailto:atruthbrarian at gmail.com>
785-864-8834 (w) | 785-218-3881 (cell)


From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Smith, Kelly
Sent: Friday, October 09, 2015 1:39 PM
To: 'Brown, Clara (DCPL)' <clara.brown at dc.gov>; 'Beth Johns' <bmjohns at svsu.edu>
Cc: 'eril-l at lists.eril-l.org' <eril-l at lists.eril-l.org>
Subject: Re: [Eril-l] Ticketing systems for eResources

Xan’s article is from 2009 (!). Definitely a good one to check out. http://scholarship.claremont.edu/library_staff/3/


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>
[EKU-Libraries-Logo---Maroon]<http://www.library.eku.edu/>


From: Brown, Clara (DCPL) [mailto:clara.brown at dc.gov]
Sent: Friday, October 09, 2015 11:21 AM
To: Beth Johns <bmjohns at svsu.edu<mailto:bmjohns at svsu.edu>>; Smith, Kelly <Kelly.Smith2 at eku.edu<mailto:Kelly.Smith2 at eku.edu>>
Cc: eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: RE: Ticketing systems for eResources

I know Xen Arch wrote a great article about this a while back, I think☺

Clara Brown
Electronic and Digital Resources Librarian, DC Public Library
901 G Street, NW, Washington, DC 20001
Tel. 202-727-3772
clara.ruttenberg at dc.gov<mailto:clara.ruttenberg at dc.gov>

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
Cc: eril-l at lists.eril-l.org<mailto: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>
[EKU-Libraries-Logo---Maroon]<http://www.library.eku.edu/>



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