We were on JIRA ServiceDesk, which was overkill for what we needed, and costs 
kept going up.

We're now on GLPI, and are quite happy with it.  With the formcreator plugin 
you can really customize which ticket types request which info, which was a big 
win for us.

It is open source, but they also offer a cloud hosted version.

Bruce Orcutt (he/him)
UTSA Libraries: Systems
(210) 458-6192

________________________________
From: Code for Libraries <CODE4LIB@LISTS.CLIR.ORG> on behalf of Harker, Karen 
<karen.har...@unt.edu>
Sent: Thursday, October 26, 2023 12:32 PM
To: CODE4LIB@LISTS.CLIR.ORG <CODE4LIB@LISTS.CLIR.ORG>
Subject: [EXTERNAL] Re: [CODE4LIB] [EXT] [CODE4LIB] IT Ticketing System 
Recommendations...

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We use GitLab for handling problems with our usage data gathering.  It's 
flexible and allows sharing of information.


Karen R. Harker, MLS, MPH
Collection Assessment Librarian
University of North Texas Libraries
1155 Union Blvd.
#305190
Denton, TX 76203-5017
940-565-2688




-----Original Message-----
From: Code for Libraries <CODE4LIB@LISTS.CLIR.ORG> On Behalf Of Ray Voelker
Sent: Thursday, October 26, 2023 12:26 PM
To: CODE4LIB@LISTS.CLIR.ORG
Subject: [EXT] [CODE4LIB] IT Ticketing System Recommendations...

Greetings Code4Lib folks,

I'm reaching out to inquire if anyone has recommendations or opinions (positive 
or negative) regarding IT Ticketing solutions suitable for a Public Library 
system. We're exploring options and are particularly interested in systems that:

   - Are easy to maintain (with a preference for FOSS, but doesn't have to
   be).
   - Can support various submission forms tailored to different departments
   (e.g., Marketing Dept, IT Dept, ILS Dept, etc.).
   - If not FOSS, then they should accept POs and accommodate non-profit or
   tax-exempt customers, like public library systems.

We are currently using osTicket. However, we've encountered challenges as it 
has been heavily customized by a team who no longer works at the library. 
Although we're considering migrating to another solution, I'm curious to know 
if anyone has experience with 
https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsupportsystem.com%2F&data=05%7C01%7Cbruce.orcutt%40UTSA.EDU%7Cba84fc28a11541bd7a3c08dbd6498194%7C3a228dfbc64744cb88357b20617fc906%7C0%7C0%7C638339383427679344%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=6Gwde70GfhXIE3qoiZz2HynhVaTvbmPg57HUodAH0zY%3D&reserved=0<https://supportsystem.com/>,
which seems to be a cloud-based version of osTicket.

Any insights, recommendations, or opinions you can share would be greatly 
appreciated.

Thank you in advance!
--
Ray Voelker

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