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Hi Jacquie,
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<div class="">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.</div>
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<div class="">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.</div>
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<div class="">Steve</div>
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<div class=""><span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class=""><br class="Apple-interchange-newline">
Steve Oberg</span><br style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">
<span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class="">Assistant
Professor of Library Science</span><br style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">
<span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class="">Group
Leader for Resource Description and Digital Initiatives</span><br style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">
<span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class="">Wheaton
College (IL)</span><br style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">
<span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class="">+1
(630) 752-5852</span><br style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">
<span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class=""> </span><br style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">
<span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class="">NASIG
Vice-President/President-Elect</span><br style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">
<span style="color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;"><span><span><span><img apple-inline="yes" id="8D40B6E1-F46D-4578-BD0E-0E0DDA542F37" src="cid:image001.png@01D1D888.AA3866F0" class=""></span>
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<div class="">On May 16, 2017, at 4:49 PM, Jacquie Samples <<a href="mailto:jacqueline.samples@duke.edu" class="">jacqueline.samples@duke.edu</a>> wrote:</div>
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<span style="font-family: Arial, sans-serif; color: rgb(68, 84, 106);" class="">Hi all,<o:p class=""></o:p></span></div>
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<span style="font-family: Arial, sans-serif; color: rgb(68, 84, 106);" class=""><o:p class=""> </o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: Arial, sans-serif; color: rgb(68, 84, 106);" class="">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. <span class="Apple-converted-space"> </span><o:p class=""></o:p></span></div>
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<span style="font-family: Arial, sans-serif; color: rgb(68, 84, 106);" class=""><o:p class=""> </o:p></span></div>
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<span style="font-family: Arial, sans-serif; color: rgb(68, 84, 106);" class="">Thanks,<o:p class=""></o:p></span></div>
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<span style="font-family: Arial, sans-serif; color: rgb(36, 64, 97);" class="">Jacquie<o:p class=""></o:p></span></div>
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<b class=""><span style="font-family: 'Garamond 3 LT Std'; color: rgb(36, 64, 97);" class=""><o:p class=""> </o:p></span></b></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<b class=""><span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class="">Jacquie Samples<o:p class=""></o:p></span></b></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class="">Head, Metadata & Discovery Strategy Department<o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class="">Duke University Libraries<o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class="">Box 90188 Smith Warehouse<o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class="">Durham, NC 27708<o:p class=""></o:p></span></div>
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<span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class=""><o:p class=""> </o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class="">Phone: (919) 660-5965<o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: 'Calibri Light', sans-serif; color: rgb(36, 64, 97);" class="">Fax: (919) 660-9009<o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(68, 84, 106);" class=""><o:p class=""> </o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(68, 84, 106);" class=""><span id="cid:image001.gif@01D2CE6C.D426D430"><image001.gif></span><o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(68, 84, 106);" class=""><o:p class=""> </o:p></span></div>
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<span style="font-family: 'Calibri Light', sans-serif; color: rgb(68, 84, 106);" class=""><a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__orcid.org_0000-2D0003-2D4384-2D5938&d=DwMGaQ&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=4ACEIFJR4WnILj20NWaAgNfK7NuVZ2TDRflDmfDPLD8&s=0xPpNw8mNpRYnu6FgUKLdbZniDounKf2UFTxtUqO340&e=" style="color: purple; text-decoration: underline;" class=""><span style="color: rgb(68, 84, 106);" class="">http://orcid.org/0000-0003-4384-5938</span></a><o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: 'Calibri Light', sans-serif; color: rgb(68, 84, 106);" class=""><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__duke.academia.edu_JacquieSamples&d=DwMGaQ&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=4ACEIFJR4WnILj20NWaAgNfK7NuVZ2TDRflDmfDPLD8&s=EYfIUzrAa7cFk4x3tlzHt9Gk3Ou7K-Pwol0SSRJVpks&e=" style="color: purple; text-decoration: underline;" class=""><span style="color: rgb(68, 84, 106);" class="">https://duke.academia.edu/JacquieSamples</span></a><o:p class=""></o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-family: Arial, sans-serif; color: rgb(68, 84, 106);" class=""><o:p class=""> </o:p></span></div>
<div style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;" class="">
<span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);" class=""><o:p class=""> </o:p></span></div>
</div>
<span style="font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class="">_______________________________________________</span><br style="font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; -webkit-text-stroke-width: 0px;" class="">
<span style="font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; -webkit-text-stroke-width: 0px; float: none; display: inline !important;" class="">Eril-l
mailing list</span><br style="font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; -webkit-text-stroke-width: 0px;" class="">
<a href="mailto:Eril-l@lists.eril-l.org" style="color: purple; text-decoration: underline; font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">Eril-l@lists.eril-l.org</a><br style="font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; -webkit-text-stroke-width: 0px;" class="">
<a href="http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org" style="color: purple; text-decoration: underline; font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" class="">http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org</a></div>
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