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<p class="MsoNormal"><span style="color:#1F497D">Hi everyone, <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">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:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-autospace:none"><span style="font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;color:black">Angela Rathmel, Liisa Mobley, Buddy Pennington & Adam Chandler (2015) Tools, Techniques, and Training: Results of an E-Resources
Troubleshooting Survey, <i>Journal of Electronic Resources Librarianship, 27</i>:2, 88-107
</span><span style="font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;color:blue"><a href="http://dx.doi.org/10.1080/1941126X.2015.1029398">http://dx.doi.org/10.1080/1941126X.2015.1029398</a></span><span style="font-size:10.0pt;font-family:"Trebuchet MS",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">The open access (manuscript) version is available at:
<a href="http://hdl.handle.net/1808/18074">http://hdl.handle.net/1808/18074</a> and Table 3 in particular (p 39) shows a list of the various ticketing system tools shared from this survey.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Angie Rathmel<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">University of Kansas Libraries<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><a href="mailto:aroads@ku.edu">aroads@ku.edu</a> |
<a href="mailto:atruthbrarian@gmail.com">atruthbrarian@gmail.com</a> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">785-864-8834 (w) | 785-218-3881 (cell)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Eril-l [mailto:eril-l-bounces@lists.eril-l.org]
<b>On Behalf Of </b>Smith, Kelly<br>
<b>Sent:</b> Friday, October 09, 2015 1:39 PM<br>
<b>To:</b> 'Brown, Clara (DCPL)' <clara.brown@dc.gov>; 'Beth Johns' <bmjohns@svsu.edu><br>
<b>Cc:</b> 'eril-l@lists.eril-l.org' <eril-l@lists.eril-l.org><br>
<b>Subject:</b> Re: [Eril-l] Ticketing systems for eResources<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-family:"Tahoma",sans-serif;color:#002164">Xan’s article is from 2009 (!). Definitely a good one to check out.
<a href="http://scholarship.claremont.edu/library_staff/3/">http://scholarship.claremont.edu/library_staff/3/</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Tahoma",sans-serif;color:#002164"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Tahoma",sans-serif;color:#002164"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">Kelly Smith
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">Coordinator of Collections and Discovery
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">Eastern Kentucky University Libraries<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">email</span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#002164">
</span><span style="color:#002164"><a href="mailto:kelly.smith2@eku.edu"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:blue">kelly.smith2@eku.edu</span></a></span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#002164">
</span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">|
</span><span style="color:#002164"><a href="http://libguides.eku.edu/prf.php?account_id=300"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:blue">research guides</span></a></span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">
<o:p></o:p></span></p>
<p class="MsoNormal"><a href="http://www.library.eku.edu/"><span style="color:blue;text-decoration:none"><img border="0" width="86" height="36" id="_x0000_i1025" src="cid:image001.jpg@01D104D0.34F6C030" alt="EKU-Libraries-Logo---Maroon"></span></a><span style="color:#002164"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#002164"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Tahoma",sans-serif;color:#002164"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Brown, Clara (DCPL) [<a href="mailto:clara.brown@dc.gov">mailto:clara.brown@dc.gov</a>]
<br>
<b>Sent:</b> Friday, October 09, 2015 11:21 AM<br>
<b>To:</b> Beth Johns <<a href="mailto:bmjohns@svsu.edu">bmjohns@svsu.edu</a>>; Smith, Kelly <<a href="mailto:Kelly.Smith2@eku.edu">Kelly.Smith2@eku.edu</a>><br>
<b>Cc:</b> <a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a><br>
<b>Subject:</b> RE: Ticketing systems for eResources<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">I know Xen Arch wrote a great article about this a while back, I think</span><span style="font-family:Wingdings;color:#1F497D">J</span><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Clara Brown<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Electronic and Digital Resources Librarian, DC Public Library<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">901 G Street, NW, Washington, DC 20001<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Tel. 202-727-3772<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><a href="mailto:clara.ruttenberg@dc.gov"><span style="color:blue">clara.ruttenberg@dc.gov</span></a><o:p></o:p></span></p>
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<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif"> Eril-l [<a href="mailto:eril-l-bounces@lists.eril-l.org">mailto:eril-l-bounces@lists.eril-l.org</a>]
<b>On Behalf Of </b>Beth Johns<br>
<b>Sent:</b> Friday, October 09, 2015 11:05 AM<br>
<b>To:</b> Kelly Smith<br>
<b>Cc:</b> <a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a><br>
<b>Subject:</b> Re: [Eril-l] Ticketing systems for eResources<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><span style="font-family:"Verdana",sans-serif;color:black">I'd be interested too or will just wait for Kelly's article. :)
<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Verdana",sans-serif;color:black">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. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></p>
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<div class="MsoNormal" align="center" style="text-align:center"><span style="font-family:"Verdana",sans-serif;color:black">
<hr size="2" width="100%" align="center">
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<p class="MsoNormal"><b><span style="font-family:"Helvetica",sans-serif;color:black">From:
</span></b><span style="font-family:"Helvetica",sans-serif;color:black">"Kelly Smith" <<a href="mailto:Kelly.Smith2@eku.edu">Kelly.Smith2@eku.edu</a>><br>
<b>To: </b><a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a><br>
<b>Sent: </b>Friday, October 9, 2015 10:58:59 AM<br>
<b>Subject: </b>[Eril-l] Ticketing systems for eResources<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Helvetica",sans-serif;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Tahoma",sans-serif;color:black">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
<i>Serials Review</i>. 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.</span><span style="color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Tahoma",sans-serif;color:black"> </span><span style="color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Tahoma",sans-serif;color:black"> </span><span style="color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">Kelly Smith
</span><span style="color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">Coordinator of Collections and Discovery
</span><span style="color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">Eastern Kentucky University Libraries</span><span style="color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">email</span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:black">
</span><span style="color:black"><a href="mailto:kelly.smith2@eku.edu" target="_blank"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:blue">kelly.smith2@eku.edu</span></a></span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:black">
</span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">|
</span><span style="color:black"><a href="http://libguides.eku.edu/prf.php?account_id=300" target="_blank"><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:blue">research guides</span></a></span><span style="font-size:10.0pt;font-family:"Corbel",sans-serif;color:#7F7F7F">
</span><span style="color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black"><a href="http://www.library.eku.edu/" target="_blank"><span style="color:blue;text-decoration:none"><img border="0" width="86" height="36" id="Picture_x0020_1" src="cid:image001.jpg@01D104D0.34F6C030" alt="EKU-Libraries-Logo---Maroon"></span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black"> <o:p></o:p></span></p>
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_______________________________________________<br>
Eril-l mailing list<br>
<a href="mailto:Eril-l@lists.eril-l.org">Eril-l@lists.eril-l.org</a><br>
<a href="http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org">http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org</a><o:p></o:p></span></p>
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