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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">I am coming into this conversation late, but I thought I would ask a question, anyway. We are creating our own ticketing app (beta testing it now in-house only) for systems,
technology and electronic resources. For electronic resources we also include questions on the most common problems:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Are you on or off campus?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Which browser(s) are you using?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">We also have added an option to upload screenshots (more helpful than a text description).<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">I think that this helps eliminate some of the back and forth with a patron regarding a problem. We also tried to keep it simple, but to be a bit more specific for troubleshooting.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Judith<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Judith Nagata<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Electronic Resources Librarian<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Kimbel Library and Bryan Information Commons<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Coastal Carolina University<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">P.O. Box 261954
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Conway, SC 29528-6054<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Ph: 843-349-5018<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"><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"><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>Pennington, Buddy D.<br>
<b>Sent:</b> Thursday, May 25, 2017 11:15 AM<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"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Like Kelly, we keep our reporting form very simple to encourage staff to use it regularly. On the back end, I would recommend you consider the following fields:<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="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><![if !supportLists]><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><span style="mso-list:Ignore">1.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Vendor<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><![if !supportLists]><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><span style="mso-list:Ignore">2.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">A field to record vendor or outside ticket # as many times when a problem is reported to us we end up logging it with the vendor and recording that
in your local ticket is very helpful.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><![if !supportLists]><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><span style="mso-list:Ignore">3.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Type of issue. Values will depend on institution and assessment need. We have set up the following: trial, new resource, cancelled resource, migration,
troubleshooting, knowledge base, outage, customization<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 Information Technology and Strategy<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">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="http://library.umkc.edu/">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 [<a href="mailto:eril-l-bounces@lists.eril-l.org">mailto:eril-l-bounces@lists.eril-l.org</a>]
<b>On Behalf Of </b>Smith, Kelly<br>
<b>Sent:</b> Thursday, May 25, 2017 10:02 AM<br>
<b>To:</b> 'Bazemore, Edward Brooks (CDC/OPHSS/CSELS) (CTR)' <<a href="mailto:tnb0@cdc.gov">tnb0@cdc.gov</a>>; 'Jacquie Samples' <<a href="mailto:jacqueline.samples@duke.edu">jacqueline.samples@duke.edu</a>>; 'ERIL-L' <<a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a>><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"><span style="font-family:"Segoe UI",sans-serif">Ted, <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif">The fields we ask patrons to fill out in the submission form are as simple as possible because we don’t want to deter them from asking us a question – this form is used for any kind of question
patrons may have (reference, technical, etc.). <a href="http://libanswers.eku.edu/form.php?queue_id=1233">
http://libanswers.eku.edu/form.php?queue_id=1233</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif">In terms of back-end fields, tagging, etc., I think it would depend on your institution. We recently gave a presentation at OVGTSL on our implementation of LibAnswers as a ticketing system.
Here is the slide deck: <a href="http://tinyurl.com/libanswersateku">http://tinyurl.com/libanswersateku</a>. Near the end in the section on Analytics, you can see the custom analytic fields we created with the hopes of tracking trends to improve services.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif">~Kelly<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959">Kelly Smith
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959">Coordinator of Collections and Discovery
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959">Eastern Kentucky University Libraries<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><a href="mailto:kelly.smith2@eku.edu"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">kelly.smith2@eku.edu</span></a></span><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">
<span style="color:#7F7F7F">| </span></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><a href="http://libguides.eku.edu/prf.php?account_id=300"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">Research Guides</span></a></span><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#7F7F7F">
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif"><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"> Bazemore, Edward Brooks (CDC/OPHSS/CSELS) (CTR) [<a href="mailto:tnb0@cdc.gov">mailto:tnb0@cdc.gov</a>]
<br>
<b>Sent:</b> Wednesday, May 24, 2017 3:55 PM<br>
<b>To:</b> Jacquie Samples <<a href="mailto:jacqueline.samples@duke.edu">jacqueline.samples@duke.edu</a>>; Smith, Kelly <<a href="mailto:Kelly.Smith2@eku.edu">Kelly.Smith2@eku.edu</a>>; 'ERIL-L' <<a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a>><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"><span style="font-size:11.0pt;font-family:"Georgia",serif">Yes, thanks Kelly! I’m recommending we create a ticketing system here in SharePoint since it’s used agency-wide. In your experience are there any particular fields that are a must-haves?
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Georgia",serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Georgia",serif">Ted<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Georgia",serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><a name="_MailEndCompose"></a><span style="font-size:11.0pt;font-family:"Georgia",serif"><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 [<a href="mailto:eril-l-bounces@lists.eril-l.org">mailto:eril-l-bounces@lists.eril-l.org</a>]
<b>On Behalf Of </b>Jacquie Samples<br>
<b>Sent:</b> Wednesday, May 24, 2017 11:04 AM<br>
<b>To:</b> Smith, Kelly <<a href="mailto:Kelly.Smith2@eku.edu">Kelly.Smith2@eku.edu</a>>; 'ERIL-L' <<a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a>><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"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Hi Kelly,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Thanks so much for pointing me to your article. It is very helpful.<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">Best,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Jacquie<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"><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"> Smith, Kelly [<a href="mailto:Kelly.Smith2@eku.edu">mailto:Kelly.Smith2@eku.edu</a>]
<br>
<b>Sent:</b> Wednesday, May 24, 2017 10:58 AM<br>
<b>To:</b> Jacquie Samples <<a href="mailto:jacqueline.samples@duke.edu">jacqueline.samples@duke.edu</a>>; 'ERIL-L' <<a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a>><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"><span style="font-family:"Segoe UI",sans-serif">I interviewed several libraries who use ticketing system software (both free and paid) for a Serials Review article last January, if you want to read more and contact those that look interesting.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif">Published: <a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__www.tandfonline.com_doi_abs_10.1080_00987913.2015.1137674&d=DwMFAg&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=8lBM1WpSjRiFkSQsBDsH5tlgfnc59re32Gj-CY99dsQ&s=F-K8pTp_XkkQdnWHaLyM9FMCA4TD_HDIOUsUvv9VQ-Q&e=">
http://www.tandfonline.com/doi/abs/10.1080/00987913.2015.1137674</a> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif">OA Preprint:
<a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__encompass.eku.edu_fs-5Fresearch_23_&d=DwMFAg&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=8lBM1WpSjRiFkSQsBDsH5tlgfnc59re32Gj-CY99dsQ&s=_3_niYj9578OlNLcALjq4Zt3pOxDCussgfkjbw2Kc6Y&e=">
http://encompass.eku.edu/fs_research/23/</a> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif">~Kelly<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959">Kelly Smith
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959">Coordinator of Collections and Discovery
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#595959">Eastern Kentucky University Libraries<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><a href="mailto:kelly.smith2@eku.edu"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">kelly.smith2@eku.edu</span></a></span><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">
<span style="color:#7F7F7F">| </span></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__libguides.eku.edu_prf.php-3Faccount-5Fid-3D300&d=DwMFAg&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=8lBM1WpSjRiFkSQsBDsH5tlgfnc59re32Gj-CY99dsQ&s=V14Vr8K2tE19ZOaO7UPcWXd__oTsjKuFuLDj7UXpQbE&e="><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">Research
Guides</span></a></span><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#7F7F7F">
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-family:"Segoe UI",sans-serif"><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 [<a href="mailto:eril-l-bounces@lists.eril-l.org">mailto:eril-l-bounces@lists.eril-l.org</a>]
<b>On Behalf Of </b>Jacquie Samples<br>
<b>Sent:</b> Monday, May 22, 2017 2:21 PM<br>
<b>To:</b> Pennington, Buddy D. <<a href="mailto:penningtonb@umkc.edu">penningtonb@umkc.edu</a>>; ERIL-L <<a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a>><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>
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<p><span style="font-family:"Calibri",sans-serif;color:black">Hi Steve and Buddy,<o:p></o:p></span></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">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.
<o:p></o:p></span></p>
<p><span style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">Thanks again!<o:p></o:p></span></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">Best,<o:p></o:p></span></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">Jacquie<o:p></o:p></span></p>
<p><span style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#006FC9">Jacquie Samples</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:black"><br>
<br>
</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#006FC9">Head, Metadata & Discovery Strategy Department</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:black"><br>
</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#006FC9">Duke University Libraries</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:black"><br>
<br>
</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#006FC9">919-660-5965</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:black"><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;color:black">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black"> Eril-l <<a href="mailto:eril-l-bounces@lists.eril-l.org">eril-l-bounces@lists.eril-l.org</a>>
on behalf of Pennington, Buddy D. <<a href="mailto:penningtonb@umkc.edu">penningtonb@umkc.edu</a>><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?</span>
<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-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.
</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></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…</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </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:#1F497D">Buddy Pennington</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Director of Collections and Access Management</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">University of Missouri--Kansas City</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">308 Miller Nichols Library</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">800 East 51st St.</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Kansas City, MO 64110-2499</span><o:p></o:p></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></span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">816-235-1548</span><o:p></o:p></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></span><o:p></o:p></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 [<a href="mailto:eril-l-bounces@lists.eril-l.org">mailto:eril-l-bounces@lists.eril-l.org</a>]
<b>On Behalf Of </b>Steve Oberg<br>
<b>Sent:</b> Tuesday, May 16, 2017 4:57 PM<br>
<b>To:</b> eril-l <<a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a>><br>
<b>Subject:</b> Re: [Eril-l] Open Source Ticketing system recommendations?</span><o:p></o:p></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">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@01D2D91F.F6E87A10"></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";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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<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-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-size:9.0pt;font-family:"Helvetica",sans-serif">_______________________________________________<br>
Eril-l mailing list<br>
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</span><a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__lists.eril-2Dl.org_listinfo.cgi_eril-2Dl-2Deril-2Dl.org&d=DwMGaQ&c=imBPVzF25OnBgGmVOlcsiEgHoG1i6YHLR0Sj_gZ4adc&r=pubTBXJ-UyP9DE36rzF5k4HSNqGXRAVTT_nGsg0WTGU&m=TNUq-013HH47oy628pwB4pBXi4Td9xmslcyo_BWwt4I&s=1Q07zIiIjM_AukPDS0p6pjXEBr6kHR0JZb41THtXF7Y&e="><span style="font-size:9.0pt;font-family:"Helvetica",sans-serif;color:purple">http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org</span></a><o:p></o:p></p>
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