[Eril-l] Open Source Ticketing system recommendations?

Thu May 25 08:14:31 PDT 2017

Like Kelly, we keep our reporting form very simple to encourage staff to use it regularly. On the back end, I would recommend you consider the following fields:

1.       Vendor

2.       A field to record vendor or outside ticket # as many times when a problem is reported to us we end up logging it with the vendor and recording that in your local ticket is very helpful.

3.       Type of issue. Values will depend on institution and assessment need. We have set up the following: trial, new resource, cancelled resource, migration, troubleshooting, knowledge base, outage, customization

Buddy Pennington
Director of Information Technology and Strategy
University of Missouri--Kansas City
Miller Nichols Library
800 East 51st St.
Kansas City, MO 64110-2499
penningtonb at umkc.edu<mailto:penningtonb at umkc.edu>
816-235-1548
UMKC Libraries<http://library.umkc.edu/>

From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Smith, Kelly
Sent: Thursday, May 25, 2017 10:02 AM
To: 'Bazemore, Edward Brooks (CDC/OPHSS/CSELS) (CTR)' <tnb0 at cdc.gov>; 'Jacquie Samples' <jacqueline.samples at duke.edu>; 'ERIL-L' <eril-l at lists.eril-l.org>
Subject: Re: [Eril-l] Open Source Ticketing system recommendations?

Ted,

The fields we ask patrons to fill out in the submission form are as simple as possible because we don't want to deter them from asking us a question - this form is used for any kind of question patrons may have (reference, technical, etc.). http://libanswers.eku.edu/form.php?queue_id=1233

In terms of back-end fields, tagging, etc., I think it would depend on your institution. We recently gave a presentation at OVGTSL on our implementation of LibAnswers as a ticketing system. Here is the slide deck: http://tinyurl.com/libanswersateku. Near the end in the section on Analytics, you can see the custom analytic fields we created with the hopes of tracking trends to improve services.

~Kelly

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

From: Bazemore, Edward Brooks (CDC/OPHSS/CSELS) (CTR) [mailto:tnb0 at cdc.gov]
Sent: Wednesday, May 24, 2017 3:55 PM
To: Jacquie Samples <jacqueline.samples at duke.edu<mailto:jacqueline.samples at duke.edu>>; Smith, Kelly <Kelly.Smith2 at eku.edu<mailto:Kelly.Smith2 at eku.edu>>; 'ERIL-L' <eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>>
Subject: RE: [Eril-l] Open Source Ticketing system recommendations?

Yes, thanks Kelly! I'm recommending we create a ticketing system here in SharePoint since it's used agency-wide. In your experience are there any particular fields that are a must-haves?

Ted

From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Jacquie Samples
Sent: Wednesday, May 24, 2017 11:04 AM
To: Smith, Kelly <Kelly.Smith2 at eku.edu<mailto:Kelly.Smith2 at eku.edu>>; 'ERIL-L' <eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>>
Subject: Re: [Eril-l] Open Source Ticketing system recommendations?

Hi Kelly,
Thanks so much for pointing me to your article.  It is very helpful.

Best,
Jacquie

From: Smith, Kelly [mailto:Kelly.Smith2 at eku.edu]
Sent: Wednesday, May 24, 2017 10:58 AM
To: Jacquie Samples <jacqueline.samples at duke.edu<mailto:jacqueline.samples at duke.edu>>; 'ERIL-L' <eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>>
Subject: RE: [Eril-l] Open Source Ticketing system recommendations?

I interviewed several libraries who use ticketing system software (both free and paid) for a Serials Review article last January, if you want to read more and contact those that look interesting.

Published: http://www.tandfonline.com/doi/abs/10.1080/00987913.2015.1137674<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.tandfonline.com_doi_abs_10.1080_00987913.2015.1137674&d=DwMFAg&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=8lBM1WpSjRiFkSQsBDsH5tlgfnc59re32Gj-CY99dsQ&s=F-K8pTp_XkkQdnWHaLyM9FMCA4TD_HDIOUsUvv9VQ-Q&e=>
OA Preprint: http://encompass.eku.edu/fs_research/23/<https://urldefense.proofpoint.com/v2/url?u=http-3A__encompass.eku.edu_fs-5Fresearch_23_&d=DwMFAg&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=8lBM1WpSjRiFkSQsBDsH5tlgfnc59re32Gj-CY99dsQ&s=_3_niYj9578OlNLcALjq4Zt3pOxDCussgfkjbw2Kc6Y&e=>

~Kelly

Kelly Smith
Coordinator of Collections and Discovery
Eastern Kentucky University Libraries
kelly.smith2 at eku.edu<mailto:kelly.smith2 at eku.edu> | Research Guides<https://urldefense.proofpoint.com/v2/url?u=http-3A__libguides.eku.edu_prf.php-3Faccount-5Fid-3D300&d=DwMFAg&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=8lBM1WpSjRiFkSQsBDsH5tlgfnc59re32Gj-CY99dsQ&s=V14Vr8K2tE19ZOaO7UPcWXd__oTsjKuFuLDj7UXpQbE&e=>

From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Jacquie Samples
Sent: Monday, May 22, 2017 2:21 PM
To: Pennington, Buddy D. <penningtonb at umkc.edu<mailto:penningtonb at umkc.edu>>; ERIL-L <eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>>
Subject: Re: [Eril-l] Open Source Ticketing system recommendations?

Hi Steve and Buddy,

Thanks for your recommendation of RT, there are so many out there now that getting your perspective is helpful.  I had wanted to ride on our "big IT" coattails and implement one of their 2 ticketing systems, but didn't work out for a couple of reasons.  One was cost, the other inflexibility in the system.

Thanks again!

Best,

Jacquie

Jacquie Samples

Head, Metadata & Discovery Strategy Department
Duke University Libraries

919-660-5965
________________________________
From: Eril-l <eril-l-bounces at lists.eril-l.org<mailto:eril-l-bounces at lists.eril-l.org>> on behalf of Pennington, Buddy D. <penningtonb at umkc.edu<mailto:penningtonb at umkc.edu>>
Sent: Wednesday, May 17, 2017 10:17:38 AM
To: eril-l
Subject: Re: [Eril-l] Open Source Ticketing system recommendations?

I have some end user experience RT, which our state consortium uses. I think it is good but will second that search could be better.

We invested in JIRA and I think it is pretty amazing. But it isn't free...

Buddy Pennington
Director of Collections and Access Management
University of Missouri--Kansas City
308 Miller Nichols Library
800 East 51st St.
Kansas City, MO 64110-2499
penningtonb at umkc.edu<mailto:penningtonb at umkc.edu>
816-235-1548
UMKC Libraries<https://urldefense.proofpoint.com/v2/url?u=http-3A__library.umkc.edu_&d=DwMGaQ&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=TNUq-013HH47oy628pwB4pBXi4Td9xmslcyo_BWwt4I&s=iAkLDvm3giCwmKWq3CwFbZ90sXuaBj3Qh56-0E3mVGY&e=>

From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Steve Oberg
Sent: Tuesday, May 16, 2017 4:57 PM
To: eril-l <eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>>
Subject: Re: [Eril-l] Open Source Ticketing system recommendations?

Hi Jacquie,

Currently we use RT by Best Practical. It's an open source system that's also used by our primary consortium, as well in the iSchool at Illinois. It is pretty full featured and stable, although it has its functional quirks (the biggest of which is the way its search function works). We've used it for many years and it does just about everything we could imagine wanting to do.

We are investigating the possibility, though, of migrating to a commercial product currently in use by our campus IT folks. This investigation is not because we are so unhappy with RT but rather as a way of simplifying and streamlining the variety of systems that need to be supported by library staff in my group. In other words, we are the only campus unit that uses RT currently. If we can hitch a ride with our campus IT, this might be an improvement in terms of longterm support, etc.

Steve

Steve Oberg
Assistant Professor of Library Science
Group Leader for Resource Description and Digital Initiatives
Wheaton College (IL)
+1 (630) 752-5852

NASIG Vice-President/President-Elect
[cid:image001.png at 01D2D53F.5D92E690]

On May 16, 2017, at 4:49 PM, Jacquie Samples <jacqueline.samples at duke.edu<mailto:jacqueline.samples at duke.edu>> wrote:

Hi all,

I have a question on ticketing software: Is anyone using an OpenSource ticketing software that they like?  I am hoping to find one that is fairly robust, but can be set up in Technical Services use without too much development.

Thanks,
Jacquie

Jacquie Samples
Head, Metadata & Discovery Strategy Department
Duke University Libraries
Box 90188  Smith Warehouse
Durham, NC   27708

Phone: (919) 660-5965
Fax: (919) 660-9009

<image001.gif>

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