Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Hi, All: Thank you very much for your replies! They are very helpful for us to choose our ticketing system. Jenny -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Cary Gordon Sent: March-24-14 8:53 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose I have used RT for trouble ticket systems. It fairly straightforward. It's not Zendesk, but it is free. Thanks, Cary On Mar 24, 2014, at 4:18 PM, Marc Chantreux m...@unistra.fr wrote: hello, On Mon, Mar 24, 2014 at 03:43:57PM +, Jenny Jing wrote: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at university of strasbourg and we're planning more usage of it. it comes with a simple and yet rich web UI (with the ability for each users to configure their homepage with results and graphs built with graphical query builder). for automating, it comes with * scripts that can be executed at every stage of the ticket lifecicle * a simple text based rest API * a way to comment, respond, command a ticket by mail you can build associate content with extensions for SLA, KB, FAQ, ... users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. you can reply (also sent to requestor) or comment (just for your eyes) any ticket. It could be an open source or commercial tool. open source with a commercial support. It supports really large scale (it's the resquest tracker for the CPAN community). Does anyone know of something which is good to use? I don't know a lot of them but RT is from far the best i seen (for users *and* administrators). Note that it follows unix philo: RT by itself is just a bug tracker (but a very good one), everything else comes as extension or intercommunication with other systems. hth -- Marc Chantreux Université de Strasbourg, Direction Informatique 14 Rue René Descartes, 67084 STRASBOURG CEDEX ☎: 03.68.85.57.40 http://unistra.fr Don't believe everything you read on the Internet -- Abraham Lincoln
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Hi Jenny, We use kayako for our ticketing system. -Brian Brian McBride Head of Application Development J. Willard Marriott Library O: 801.585.7613tel:801.585.7613 F: 801.585.5549tel:801.585.5549 brian.mcbr...@utah.edumailto:brian.mcbr...@utah.edu On Mar 25, 2014, at 11:52, Jenny Jing jenny.j...@queensu.camailto:jenny.j...@queensu.ca wrote: Hi, All: Thank you very much for your replies! They are very helpful for us to choose our ticketing system. Jenny -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Cary Gordon Sent: March-24-14 8:53 PM To: CODE4LIB@LISTSERV.ND.EDUmailto:CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose I have used RT for trouble ticket systems. It fairly straightforward. It's not Zendesk, but it is free. Thanks, Cary On Mar 24, 2014, at 4:18 PM, Marc Chantreux m...@unistra.frmailto:m...@unistra.fr wrote: hello, On Mon, Mar 24, 2014 at 03:43:57PM +, Jenny Jing wrote: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at university of strasbourg and we're planning more usage of it. it comes with a simple and yet rich web UI (with the ability for each users to configure their homepage with results and graphs built with graphical query builder). for automating, it comes with * scripts that can be executed at every stage of the ticket lifecicle * a simple text based rest API * a way to comment, respond, command a ticket by mail you can build associate content with extensions for SLA, KB, FAQ, ... users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. you can reply (also sent to requestor) or comment (just for your eyes) any ticket. It could be an open source or commercial tool. open source with a commercial support. It supports really large scale (it's the resquest tracker for the CPAN community). Does anyone know of something which is good to use? I don't know a lot of them but RT is from far the best i seen (for users *and* administrators). Note that it follows unix philo: RT by itself is just a bug tracker (but a very good one), everything else comes as extension or intercommunication with other systems. hth -- Marc Chantreux Université de Strasbourg, Direction Informatique 14 Rue René Descartes, 67084 STRASBOURG CEDEX ☎: 03.68.85.57.40 http://unistra.fr Don't believe everything you read on the Internet -- Abraham Lincoln
[CODE4LIB] A ticketing system for internal troubleshooting purpose
Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
We've been using osTicket for a couple months now. Very configurable, but documentation isn't so great. Ron Gilmour Web Services Librarian Ithaca College Library On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Jenny, It's been a while, and there might be better alternatives out there now, but at the last academic library I worked at, we used Bugzilla. Web-based, requires a local installation, but pretty easy to customize/use. We tried replacing it with ticketing from a larger suite of products that we purchased, but that was overly complicated and more difficult to use. I wrote a code4lib article about it: http://journal.code4lib.org/articles/3814 Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Jenny Jing Sent: Monday, March 24, 2014 9:44 AM To: CODE4LIB@LISTSERV.ND.EDU Subject: [CODE4LIB] A ticketing system for internal troubleshooting purpose Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
We are a very satisfied 'FogBugz' user. A very well designed trouble shooting/case management system. Peter Van: Code for Libraries [CODE4LIB@LISTSERV.ND.EDU] namens McHale, Nina [mchal...@cde.state.co.us] Verzonden: maandag 24 maart 2014 16:57 Aan: CODE4LIB@LISTSERV.ND.EDU Onderwerp: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Jenny, It's been a while, and there might be better alternatives out there now, but at the last academic library I worked at, we used Bugzilla. Web-based, requires a local installation, but pretty easy to customize/use. We tried replacing it with ticketing from a larger suite of products that we purchased, but that was overly complicated and more difficult to use. I wrote a code4lib article about it: http://journal.code4lib.org/articles/3814 Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Jenny Jing Sent: Monday, March 24, 2014 9:44 AM To: CODE4LIB@LISTSERV.ND.EDU Subject: [CODE4LIB] A ticketing system for internal troubleshooting purpose Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
We started with an old version of WooThemes SupportPress and then essentially changed everything about it. SP was discontinued just this February, but it has a really solid base and you can probably find it out there somewhere. There may even be a repo on Github that I MAY have committed. They made SupportPress premium after were integrated it a few years ago, and the code base is pretty different. But IF such a repo were to exist, I'm not exactly sure on the legality of it. But it MAY be https://github.com/michaelschofield?tab=repositories somewhere and it MAY have the word tickets in it. Just MAY be. It's what sits behind here: http://sherman.library.nova.edu/sites/labs/ Every ticket is a new post, can be duplicated into the knowledgebase, etc. I haven't given it all the love and attention it deserves. After googling to see the status of SupportPress, I stumbled on www.supportpress.com, which happens to be made by Automattic and I am totally intrigued. -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of McHale, Nina Sent: Monday, March 24, 2014 11:58 AM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Jenny, It's been a while, and there might be better alternatives out there now, but at the last academic library I worked at, we used Bugzilla. Web-based, requires a local installation, but pretty easy to customize/use. We tried replacing it with ticketing from a larger suite of products that we purchased, but that was overly complicated and more difficult to use. I wrote a code4lib article about it: http://journal.code4lib.org/articles/3814 Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Jenny Jing Sent: Monday, March 24, 2014 9:44 AM To: CODE4LIB@LISTSERV.ND.EDU Subject: [CODE4LIB] A ticketing system for internal troubleshooting purpose Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Jenny Jing wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. I've been working at a firm that uses the combination of Jira (ticketing) and Confluence (knowledge management) - commercial, separate products but integrable, https://www.atlassian.com/. For open source, the old standby is RT, which includes an integrated FAQ manager - http://www.bestpractical.com/ - the FAQ facility is referred to as articles (http://www.bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html) Both are a bit clunky for my taste - but then, I've yet to find anything in that space that isn't. And, of course, very few (if any) are aimed at the library environment (Jira is aimed at software developers, RT at IT/network operations, for example). Miles Fidelman -- In theory, there is no difference between theory and practice. In practice, there is. Yogi Berra
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
I've just implemented osTicket for the Computing department here. It's free if you host it yourself, clean, simple, and does everything we want. You can attach screen shots to tickets and it provides the normal alerts, messaging and workflow elements. It's a lightweight solution that, so far, seems to be going over well. Best regards, *Jason Bengtson, MLIS, MA* Head of Library Computing and Information Systems Assistant Professor, Graduate College Department of Health Sciences Library and Information Management University of Oklahoma Health Sciences Center 405-271-2285, opt. 5 405-271-3297 (fax) *jason-bengt...@ouhsc.edu jason-bengt...@ouhsc.edu* *http://library.ouhsc.edu http://library.ouhsc.edu/* *www.jasonbengtson.com http://www.jasonbengtson.com/* NOTICE: This e-mail is intended solely for the use of the individual to whom it is addressed and may contain information that is privileged, confidential or otherwise exempt from disclosure. If the reader of this e-mail is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify us by replying to the original message at the listed email address. Thank You. j.bengtson...@gmail.com On Mon, Mar 24, 2014 at 10:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Spiceworks works wonders ;) Riley Childs Junior IT Admin email: rchi...@cucawarriors.com office: +1 (704) 537-0031 x101 cell: +1 (704) 497-2086 Please Think Before Hitting Reply All I Do Web Design! RileyChilds.net/services From: Code for Libraries [CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Jenny Jing [jenny.j...@queensu.ca] Sent: Monday, March 24, 2014 11:43 AM To: CODE4LIB@LISTSERV.ND.EDU Subject: [CODE4LIB] A ticketing system for internal troubleshooting purpose Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
At GW Libraries IT, we've just switched to desk.com - so far, we like it :) Definitely worth checking out, and you can get a free trial. Academic pricing is available too. - Dan *Dan Kerchner* *Senior Software Developer, Scholarly Technology Group * *The George Washington University Libraries Gelman Library2130 H Street, NWWashington, DC 20052202-994-7947 202-994-7947kerch...@gwu.edu kerch...@gwu.edu* On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Spice works is what I currently use as well. Its free, very stabile and simply to setup. I have been using it for about 7 years with no trouble. On 3/24/14, 1:01 PM, Riley Childs rchi...@cucawarriors.com wrote: Spiceworks works wonders ;) Riley Childs Junior IT Admin email: rchi...@cucawarriors.com office: +1 (704) 537-0031 x101 cell: +1 (704) 497-2086 Please Think Before Hitting Reply All I Do Web Design! RileyChilds.net/services From: Code for Libraries [CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Jenny Jing [jenny.j...@queensu.ca] Sent: Monday, March 24, 2014 11:43 AM To: CODE4LIB@LISTSERV.ND.EDU Subject: [CODE4LIB] A ticketing system for internal troubleshooting purpose Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Here at UofT library IT, we also use the JIRA/Confluence bundle. Started last year and so far it has worked out quite well for us. Since it¹s web-based, we can easily access our information anywhere, which is great when it comes to the content we store in Confluence. The package is quite flexible and I¹m finding that the more we use it, the more we learn. I would recommend both tools. Lisa Gayhart | Digital Communications Services Librarian| University of Toronto Libraries | Information Technology Services | lisa.gayh...@utoronto.ca| 416-946-0959 On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Just curious, those of you using JIRA: my experience with it is limited and outside of libraries (working in a web development firm) and it struck me as something that would be overly complicated for a simple ticketing system for non-IT staff reporting issues. Do staff...like it? :) Best, Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Lisa Gayhart Sent: Monday, March 24, 2014 12:24 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Here at UofT library IT, we also use the JIRA/Confluence bundle. Started last year and so far it has worked out quite well for us. Since it¹s web-based, we can easily access our information anywhere, which is great when it comes to the content we store in Confluence. The package is quite flexible and I¹m finding that the more we use it, the more we learn. I would recommend both tools. Lisa Gayhart | Digital Communications Services Librarian| University of Toronto Libraries | Information Technology Services | lisa.gayh...@utoronto.ca| 416-946-0959 On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
As a client who uses JIRA I think it works pretty well. I've seen simpler and more complex set ups. Keeping things simple on the front end is advisable for sure. But from my client perspective I really like Zendesk. On Mon, Mar 24, 2014 at 11:32 AM, McHale, Nina mchal...@cde.state.co.uswrote: Just curious, those of you using JIRA: my experience with it is limited and outside of libraries (working in a web development firm) and it struck me as something that would be overly complicated for a simple ticketing system for non-IT staff reporting issues. Do staff...like it? :) Best, Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Lisa Gayhart Sent: Monday, March 24, 2014 12:24 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Here at UofT library IT, we also use the JIRA/Confluence bundle. Started last year and so far it has worked out quite well for us. Since it¹s web-based, we can easily access our information anywhere, which is great when it comes to the content we store in Confluence. The package is quite flexible and I¹m finding that the more we use it, the more we learn. I would recommend both tools. Lisa Gayhart | Digital Communications Services Librarian| University of Toronto Libraries | Information Technology Services | lisa.gayh...@utoronto.ca| 416-946-0959 On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Reporting staff are somewhat indifferent. It’s a bit of a hassle and the native interface makes no sense for help desk ticketing (it’s very clear that it’s for development). Staff that respond to issues are trained on it and it works for them, but it’s still not ideal. I would not recommend JIRA as a help desk solution. There are better/cheaper options out there. As a bugtracking/development system? Maybe. And for the love of all that is holy, if you go with JIRA for any reason, do not run it locally. -Sean On 3/24/14, 2:32 PM, McHale, Nina mchal...@cde.state.co.us wrote: Just curious, those of you using JIRA: my experience with it is limited and outside of libraries (working in a web development firm) and it struck me as something that would be overly complicated for a simple ticketing system for non-IT staff reporting issues. Do staff...like it? :) Best, Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Lisa Gayhart Sent: Monday, March 24, 2014 12:24 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Here at UofT library IT, we also use the JIRA/Confluence bundle. Started last year and so far it has worked out quite well for us. Since it¹s web-based, we can easily access our information anywhere, which is great when it comes to the content we store in Confluence. The package is quite flexible and I¹m finding that the more we use it, the more we learn. I would recommend both tools. Lisa Gayhart | Digital Communications Services Librarian| University of Toronto Libraries | Information Technology Services | lisa.gayh...@utoronto.ca| 416-946-0959 On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
For a simple ticketing system, Jira can be very heavy and feel bloated for its purpose. However it is also worth considering what you might be using your ticketing system for in the future. I've seen examples where Jira started off as a simple internal tool. Then someone decided Hey lets hook it up so the 'Contact Us' feedback form goes directly into Jira., then something else, and so on and so forth. The Jira/Confluence ecosystem is robust and you can add on features easily. If this is the kind of thing that could grow you on, better to underutilize something than change ticket trackers in two years because you really want X, but your current minimalist product can't do it. Carrick Rogers DLSS 210 Meyer Library, Stanford, CA carri...@stanford.edu - Original Message - From: Nina McHale mchal...@cde.state.co.us To: CODE4LIB@LISTSERV.ND.EDU Sent: Monday, March 24, 2014 11:32:39 AM Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Just curious, those of you using JIRA: my experience with it is limited and outside of libraries (working in a web development firm) and it struck me as something that would be overly complicated for a simple ticketing system for non-IT staff reporting issues. Do staff...like it? :) Best, Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Lisa Gayhart Sent: Monday, March 24, 2014 12:24 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Here at UofT library IT, we also use the JIRA/Confluence bundle. Started last year and so far it has worked out quite well for us. Since it¹s web-based, we can easily access our information anywhere, which is great when it comes to the content we store in Confluence. The package is quite flexible and I¹m finding that the more we use it, the more we learn. I would recommend both tools. Lisa Gayhart | Digital Communications Services Librarian| University of Toronto Libraries | Information Technology Services | lisa.gayh...@utoronto.ca| 416-946-0959 On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
Great points, Carrick, thanks! Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Carrick Rogers Sent: Monday, March 24, 2014 1:49 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose For a simple ticketing system, Jira can be very heavy and feel bloated for its purpose. However it is also worth considering what you might be using your ticketing system for in the future. I've seen examples where Jira started off as a simple internal tool. Then someone decided Hey lets hook it up so the 'Contact Us' feedback form goes directly into Jira., then something else, and so on and so forth. The Jira/Confluence ecosystem is robust and you can add on features easily. If this is the kind of thing that could grow you on, better to underutilize something than change ticket trackers in two years because you really want X, but your current minimalist product can't do it. Carrick Rogers DLSS 210 Meyer Library, Stanford, CA carri...@stanford.edu - Original Message - From: Nina McHale mchal...@cde.state.co.us To: CODE4LIB@LISTSERV.ND.EDU Sent: Monday, March 24, 2014 11:32:39 AM Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Just curious, those of you using JIRA: my experience with it is limited and outside of libraries (working in a web development firm) and it struck me as something that would be overly complicated for a simple ticketing system for non-IT staff reporting issues. Do staff...like it? :) Best, Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -Original Message- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Lisa Gayhart Sent: Monday, March 24, 2014 12:24 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose Here at UofT library IT, we also use the JIRA/Confluence bundle. Started last year and so far it has worked out quite well for us. Since it¹s web-based, we can easily access our information anywhere, which is great when it comes to the content we store in Confluence. The package is quite flexible and I¹m finding that the more we use it, the more we learn. I would recommend both tools. Lisa Gayhart | Digital Communications Services Librarian| University of Toronto Libraries | Information Technology Services | lisa.gayh...@utoronto.ca| 416-946-0959 On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing jenny.j...@queensu.ca wrote: Hi, All: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize. For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. It could be an open source or commercial tool. Does anyone know of something which is good to use? Thanks. Jenny Jenny Jing Information Systems Librarian Discovery Systems Queen's University Library Kingston ON, K7L 5C4 jenny.j...@queensu.ca 613-533-6000 x 75302
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
hello, On Mon, Mar 24, 2014 at 03:43:57PM +, Jenny Jing wrote: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at university of strasbourg and we're planning more usage of it. it comes with a simple and yet rich web UI (with the ability for each users to configure their homepage with results and graphs built with graphical query builder). for automating, it comes with * scripts that can be executed at every stage of the ticket lifecicle * a simple text based rest API * a way to comment, respond, command a ticket by mail you can build associate content with extensions for SLA, KB, FAQ, ... users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. you can reply (also sent to requestor) or comment (just for your eyes) any ticket. It could be an open source or commercial tool. open source with a commercial support. It supports really large scale (it's the resquest tracker for the CPAN community). Does anyone know of something which is good to use? I don't know a lot of them but RT is from far the best i seen (for users *and* administrators). Note that it follows unix philo: RT by itself is just a bug tracker (but a very good one), everything else comes as extension or intercommunication with other systems. hth -- Marc Chantreux Université de Strasbourg, Direction Informatique 14 Rue René Descartes, 67084 STRASBOURG CEDEX ☎: 03.68.85.57.40 http://unistra.fr Don't believe everything you read on the Internet -- Abraham Lincoln
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
If you really want to save money with a bare-bones IT help ticket tracking system, you can piece together a combination of Google Forms/Spreadsheets. It might not have all the bells and whistles of Spiceworks but it will get the job(s) done. Good luck, Craig Boman Applications Support Specialist University of Dayton Libraries 937-229-3674 cbom...@udayton.edu On Mon, Mar 24, 2014 at 4:18 PM, Marc Chantreux m...@unistra.fr wrote: hello, On Mon, Mar 24, 2014 at 03:43:57PM +, Jenny Jing wrote: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at university of strasbourg and we're planning more usage of it. it comes with a simple and yet rich web UI (with the ability for each users to configure their homepage with results and graphs built with graphical query builder). for automating, it comes with * scripts that can be executed at every stage of the ticket lifecicle * a simple text based rest API * a way to comment, respond, command a ticket by mail you can build associate content with extensions for SLA, KB, FAQ, ... users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. you can reply (also sent to requestor) or comment (just for your eyes) any ticket. It could be an open source or commercial tool. open source with a commercial support. It supports really large scale (it's the resquest tracker for the CPAN community). Does anyone know of something which is good to use? I don't know a lot of them but RT is from far the best i seen (for users *and* administrators). Note that it follows unix philo: RT by itself is just a bug tracker (but a very good one), everything else comes as extension or intercommunication with other systems. hth -- Marc Chantreux Université de Strasbourg, Direction Informatique 14 Rue René Descartes, 67084 STRASBOURG CEDEX ☎: 03.68.85.57.40 http://unistra.fr Don't believe everything you read on the Internet -- Abraham Lincoln
Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose
I have used RT for trouble ticket systems. It fairly straightforward. It's not Zendesk, but it is free. Thanks, Cary On Mar 24, 2014, at 4:18 PM, Marc Chantreux m...@unistra.fr wrote: hello, On Mon, Mar 24, 2014 at 03:43:57PM +, Jenny Jing wrote: We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics. RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at university of strasbourg and we're planning more usage of it. it comes with a simple and yet rich web UI (with the ability for each users to configure their homepage with results and graphs built with graphical query builder). for automating, it comes with * scripts that can be executed at every stage of the ticket lifecicle * a simple text based rest API * a way to comment, respond, command a ticket by mail you can build associate content with extensions for SLA, KB, FAQ, ... users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc. you can reply (also sent to requestor) or comment (just for your eyes) any ticket. It could be an open source or commercial tool. open source with a commercial support. It supports really large scale (it's the resquest tracker for the CPAN community). Does anyone know of something which is good to use? I don't know a lot of them but RT is from far the best i seen (for users *and* administrators). Note that it follows unix philo: RT by itself is just a bug tracker (but a very good one), everything else comes as extension or intercommunication with other systems. hth -- Marc Chantreux Université de Strasbourg, Direction Informatique 14 Rue René Descartes, 67084 STRASBOURG CEDEX ☎: 03.68.85.57.40 http://unistra.fr Don't believe everything you read on the Internet -- Abraham Lincoln
