{"id":231,"date":"2013-02-25T08:00:03","date_gmt":"2013-02-25T13:00:03","guid":{"rendered":"http:\/\/www.stephenfrancoeur.com\/beatingthebounds\/?p=231"},"modified":"2013-02-25T10:31:04","modified_gmt":"2013-02-25T15:31:04","slug":"looking-for-an-e-resource-ticketing-system","status":"publish","type":"post","link":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/2013\/02\/25\/looking-for-an-e-resource-ticketing-system\/","title":{"rendered":"Looking for an E-Resource Ticketing System"},"content":{"rendered":"<p>At my library, I&#8217;ve been asked recently to look into ways that we might create an e-resource ticketing system. The main goal is to have a system that makes it easy for librarians to report a problem and to check the status of efforts to fix the problem.<\/p>\n<p>Here is a list of some of the key functions and features that I&#8217;ve come up with so far:<\/p>\n<ul>\n<li>librarians can report a problem with an e-resource\n<ul>\n<li>a web form would be the main way to enter requests<\/li>\n<li>email submission would be a useful though not essential additional way to report<\/li>\n<\/ul>\n<\/li>\n<li>librarians can browse previously reported problems to see if the one they want to report has already been reported\n<ul>\n<li>filtering and sorting options would be preferable<\/li>\n<\/ul>\n<\/li>\n<li>librarians can check status of previously reported problems<\/li>\n<li>if a login system is required for the librarians submitting or browsing tickets, it should allow us to hook up with Active Directory (I don&#8217;t want anyone to have to remember any additional user name\/password combos)<\/li>\n<li>my supervisor, the head of collection management, should be able to assign tickets to me or others as needed<\/li>\n<li>those of us handling tickets should be able to add data to an additional field if initial troubleshooting reveals that the problem is related to a different e-resource or system (for example, a report may come in that we can&#8217;t access a particular journal, but the problem may actually turn out to be one with SFX and not the database where the journal is found)<\/li>\n<li>those of us handling tickets should be able to update the status of the tickets and to add notes about how the resolution is progressing<\/li>\n<\/ul>\n<p>This system is meant to be for internal use only and wouldn&#8217;t be made visible to our public. It&#8217;s got to be web-based, as we don&#8217;t want to be messing around with installing software. I&#8217;m also hoping that we can find a solution that is free. It doesn&#8217;t have to be a really fancy or slick system. Here are some of the options I&#8217;m thinking about:<\/p>\n<ul>\n<li><a href=\"http:\/\/gimlet.us\/support\/sites\"><span style=\"line-height: 15px;\">Gimlet<\/span><\/a><\/li>\n<li><a href=\"http:\/\/www.springshare.com\/libanalytics\/\">LibAnalytics<\/a><\/li>\n<li><a href=\"http:\/\/freshdesk.com\/\">Freshdesk<\/a>\n<ul>\n<li>Librarian David Lee King recently mentioned this one among others in a blog post about<a href=\"http:\/\/www.davidleeking.com\/2013\/02\/14\/helpdesk-ticket-tracking-software-what-are-your-options\/#.USls1DDdxyw\">\u00a0tools that he&#8217;s considering for a ticketing system<\/a><\/li>\n<\/ul>\n<\/li>\n<li>Zoho\n<ul>\n<li>Librarians from Dominican University did a <a href=\"http:\/\/ojsserv.dom.edu:8080\/xmlui\/handle\/123456789\/41\">presentation at ERL in 2011<\/a> about how they did this with <a href=\"https:\/\/creator.zoho.com\/public\/showAppInfo?canvasurl=zvrdrzdfg\">a Zoho App they created<\/a>\u00a0that anyone can install and adapt in Zoho<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"http:\/\/www.kace.com\/\">KACE<\/a>\n<ul>\n<li>the IT unit on campus uses KACE already for its ticketing system; maybe we can get set up on it<\/li>\n<\/ul>\n<\/li>\n<li>Google Spreadsheet with a web form for intake<\/li>\n<li>Google Fusion Tables with a web form for intake<\/li>\n<\/ul>\n<p>After all this fuss, I may end up going with a boring but serviceable Google Spreadsheet\/web form combination, as I can get it up and running for free in about 15 minutes. What free systems or tool would you recommend? If anyone has screenshots or a public view of some part of the system they use, I&#8217;d love to check them out.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>At my library, I&#8217;ve been asked recently to look into ways that we might create an e-resource ticketing system. The main goal is to have a system that makes it easy for librarians to report a problem and to check &hellip; <a href=\"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/2013\/02\/25\/looking-for-an-e-resource-ticketing-system\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[237,238],"class_list":["post-231","post","type-post","status-publish","format-standard","hentry","category-uncategorized","tag-electronic-resource-management","tag-ticketing-systems"],"_links":{"self":[{"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/posts\/231","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/comments?post=231"}],"version-history":[{"count":10,"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/posts\/231\/revisions"}],"predecessor-version":[{"id":240,"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/posts\/231\/revisions\/240"}],"wp:attachment":[{"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/media?parent=231"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/categories?post=231"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.stephenfrancoeur.com\/beatingthebounds\/wp-json\/wp\/v2\/tags?post=231"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}