Managing Electronic Resource Workflows Using Ticketing System Software

ABSTRACT

For the second installment of the new column Problem Solved!, Kelly Smith explores how libraries have tackled the problem of electronic resource (e-resource) workflow management by implementing ticketing systems in addition to their existing integrated library system (ILS) and electronic resource management (ERM) tools. Most libraries employing ticket tracking to manage e-resources have chosen one of a variety of commercial and open source software designed for customer relations management (CRM). Alternatively, some libraries are developing homegrown systems, or kludging together freely available collaboration software to track issues.

Acknowledgments

Ladd Brown, Virginia Tech (Google Group Shared Inbox); Kristen Calvert, Western Carolina University (Cherwell IT Service Management); Tim Clarke, Trexler Library (WordPress Quality Control plugin); Kevin Herrera, University of Mississippi (SysAid Ticketing); Frances Loera, California State University, Los Angeles (osTicket); Michael Mackin and Tami Wilkerson, Oregon Health & Science University (Springshare LibAnswers); Kim Maxwell, Massachusetts Institute of Technology (Best Practical RT: Request Tracker); Jeffrey Mortimore & Debra Skinner, Georgia Southern University (Springshare LibAnswers); Sunita Gandhi, Johnson County (KS) Community College (ProQuest Intota); Athena Hoeppner (homegrown & Springshare LibSurveys), University of Central Florida; Steve Oberg, Wheaton College (Best Practical RT: Request Tracker); Tim Pellett, Maine InfoNet (Freshdesk); Melissa Platkowski, University of Wisconsin, Green Bay (Microsoft OneNote); and Alisha Quagliana, University of Texas at Austin (Microsoft SharePoint Helpdesk).