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<div>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.</div>
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<div id="AppleMailSignature">Screenshots or other attachments in email are automatically added to the ticket. The subject line of the email becomes the title of the ticket.</div>
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<div id="AppleMailSignature">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.</div>
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<div id="AppleMailSignature">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.<br>
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<div style="direction: inherit;"><span style="background-color: rgba(255, 255, 255, 0);">Steve<br class="">
</span>
<div class=""><span style="background-color: rgba(255, 255, 255, 0);"><span class="" style="float: none; display: inline !important;"><br class="Apple-interchange-newline">
Steve Oberg</span><br class="">
<span class="" style="float: none; display: inline !important;">Assistant Professor of Library Science</span><br class="">
Group Leader for Resource Description and Digital Initiatives<br class="">
<span class="" style="float: none; display: inline !important;">Wheaton College (IL)</span><br class="">
<span class="" style="float: none; display: inline !important;"><a href="tel:+1%20(630)%20752-5852" dir="ltr" x-apple-data-detectors="true" x-apple-data-detectors-type="telephone" x-apple-data-detectors-result="2/1" style="-webkit-text-decoration-color: rgba(0, 0, 0, 0.258824);">+1
(630) 752-5852</a></span><br class="">
<span class="" style="float: none; display: inline !important;"> </span><br class="">
<span class="" style="float: none; display: inline !important;">NASIG Vice-President/President-Elect</span><br class="">
<div style="direction: inherit;"><img height="48" width="175" apple-inline="yes" id="47003341-25F4-4A28-9A3B-1B1A47C6E84C" apple-width="yes" apple-height="yes" src="cid:image001.png@01D1D888.AA3866F0" class="" style="background-color: rgba(255, 255, 255, 0); font-size: 13pt;"></div>
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