[Eril-l] Ticketing systems for eResources

Mon Oct 12 11:33:12 PDT 2015

Hi All,

1.       We have INTOTA (ProQuest) as our main Electronic Resource Management System. They have a very nice Support where I can log in to open ticket for any kind of issue related to E-Resources.

2.       I directly open tickets with different vendors and publishers depending upon the issue.

3.       I notify and work with digital librarian to resolve issues related to E-Resources on our library website.

4.       I inform and work with library specialist for issues like EZ proxy etc.

5.       I contact Accounts department for Invoice related issues of the E-Resources.

6.       Have discussion with immediate supervisor if needed.

7.       Also I keep my own Excel files for all kind of data.
Thanks!

With best wishes,
Sunita Gandhi
Johnson County Community College
Library Technical Services
913-469-8500 Ext. 4647

From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Rathmel, Angela
Sent: Monday, October 12, 2015 9:27 AM
To: Smith, Kelly <Kelly.Smith2 at eku.edu>; '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

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<mailto:clara.brown at dc.gov>>; 'Beth Johns' <bmjohns at svsu.edu<mailto:bmjohns at svsu.edu>>
Cc: 'eril-l at lists.eril-l.org' <eril-l at lists.eril-l.org<mailto: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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