[Eril-l] Open Source Ticketing system recommendations?

[Steve Oberg]

In our case, we don't use a reporting form at all. Instead we set things up so that someone can just send an email to a dedicated email address. When our help desk system receives that email it automatically creates a ticket. We have several of these dedicated email addresses, one for each queue we maintain. A queue is focused on a particular problem or functional area such as a problem with our website vs. a problem with a catalog record vs. something else. A ticket can be easily shifted into a different queue, meaning that if someone thinks it's a website problem but it's really an e-resources problem, it can be shifted into the appropriate queue for the appropriate people to resolve, as an example.

Screenshots or other attachments in email are automatically added to the ticket. The subject line of the email becomes the title of the ticket.

Another nice thing about this approach is that we can also put the generic email address into many of our user-facing interfaces. If a user has a broken link in SFX for example, a simple click by them on a link in that interface will generate a ticket. If a user encounters a problem with accessing e-resources off campus via EZproxy, a click on a link in the interface will generate a ticket, and so on.

On the back end, data we find useful include things such as owner, requestor, and priority, although not all of us use priority. We can also use templates to create standard replies to frequently asked questions.

Steve

Steve Oberg
Assistant Professor of Library Science
Group Leader for Resource Description and Digital Initiatives
Wheaton College (IL)
+1 (630) 752-5852<tel:+1%20(630)%20752-5852>

NASIG Vice-President/President-Elect
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