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<p>Hi Steve and Buddy,</p>
<p>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. <br>
</p>
<p><br>
</p>
<p>Thanks again!</p>
<p>Best,</p>
<p>Jacquie<br>
</p>
<p><br>
</p>
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<div class="BodyFragment"><font size="2"><span style="font-size:10pt">
<div class="PlainText"><span style="color:rgb(0,111,201)">Jacquie Samples</span><br>
<span style="color:rgb(0,111,201)"></span><br>
<span style="color:rgb(0,111,201)">Head, Metadata & Discovery Strategy Department</span><span style="color:rgb(0,111,201)"></span><br>
<span style="color:rgb(0,111,201)">Duke University Libraries</span><br>
<span style="color:rgb(0,111,201)"></span><br>
<span style="color:rgb(0,111,201)">919-660-5965</span></div>
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<div id="divRplyFwdMsg" dir="ltr"><font face="Calibri, sans-serif" style="font-size:11pt" color="#000000"><b>From:</b> Eril-l <eril-l-bounces@lists.eril-l.org> on behalf of Pennington, Buddy D. <penningtonb@umkc.edu><br>
<b>Sent:</b> Wednesday, May 17, 2017 10:17:38 AM<br>
<b>To:</b> eril-l<br>
<b>Subject:</b> Re: [Eril-l] Open Source Ticketing system recommendations?</font>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">We invested in JIRA and I think it is pretty amazing. But it isn’t free…<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Buddy Pennington<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Director of Collections and Access Management<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">University of Missouri--Kansas City<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">308 Miller Nichols Library<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">800 East 51st St.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Kansas City, MO 64110-2499<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><a href="mailto:penningtonb@umkc.edu">penningtonb@umkc.edu</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">816-235-1548<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><a href="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=">UMKC
Libraries</a><o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> Eril-l [mailto:eril-l-bounces@lists.eril-l.org]
<b>On Behalf Of </b>Steve Oberg<br>
<b>Sent:</b> Tuesday, May 16, 2017 4:57 PM<br>
<b>To:</b> eril-l <eril-l@lists.eril-l.org><br>
<b>Subject:</b> Re: [Eril-l] Open Source Ticketing system recommendations?<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Hi Jacquie, <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Steve<o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black"><br>
Steve Oberg<br>
Assistant Professor of Library Science<br>
Group Leader for Resource Description and Digital Initiatives<br>
Wheaton College (IL)<br>
+1 (630) 752-5852<br>
<br>
NASIG Vice-President/President-Elect<br>
<img border="0" width="175" height="48" id="_x0038_D40B6E1-F46D-4578-BD0E-0E0DDA542F37" src="cid:image001.png@01D2CEEE.6CDA4D70"></span><o:p></o:p></p>
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<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
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<p class="MsoNormal">On May 16, 2017, at 4:49 PM, Jacquie Samples <<a href="mailto:jacqueline.samples@duke.edu">jacqueline.samples@duke.edu</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#44546A">Hi all,</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#44546A"> </span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#44546A">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></span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#44546A"> </span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#44546A">Thanks,</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#244061">Jacquie</span><o:p></o:p></p>
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<p class="MsoNormal"><b><span style="font-family:"Garamond 3 LT Std",serif;color:#244061"> </span></b><o:p></o:p></p>
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<p class="MsoNormal"><b><span style="font-family:"Calibri Light",sans-serif;color:#244061">Jacquie Samples</span></b><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#244061">Head, Metadata & Discovery Strategy Department</span><o:p></o:p></p>
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<div>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#244061">Duke University Libraries</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#244061">Box 90188 Smith Warehouse</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#244061">Durham, NC 27708</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#244061"> </span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#244061">Phone: (919) 660-5965</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#244061">Fax: (919) 660-9009</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A"> </span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A"><image001.gif></span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A"> </span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#44546A"><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="><span style="color:#44546A">http://orcid.org/0000-0003-4384-5938</span></a></span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif;color:#44546A"><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="><span style="color:#44546A">https://duke.academia.edu/JacquieSamples</span></a></span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#44546A"> </span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:9.0pt;font-family:"Helvetica",sans-serif">_______________________________________________<br>
Eril-l mailing list<br>
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