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.
On 3/24/14, 2:32 PM, "McHale, Nina" <[log in to unmask]> 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? :)
>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
>From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of
>Sent: Monday, March 24, 2014 12:24 PM
>To: [log in to unmask]
>Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting
>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 it©ös
>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 I©öm 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 |
>[log in to unmask] 416-946-0959
>>On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing <[log in to unmask]>
>>> 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?
>>> Jenny Jing
>>> Information Systems Librarian
>>> Discovery Systems
>>> Queen's University Library
>>> Kingston ON, K7L 5C4
>>> [log in to unmask]
>>> 613-533-6000 x 75302