I wonder if anyone out there is using RedHen (
https://www.drupal.org/project/redhen). I've always been curious about it.

On Wed, May 11, 2016 at 11:01 AM, Mike Smorul <[log in to unmask]> wrote:

> I'll put up a vote for redmine. We use it w/ a few commercial plugins from
> redminecrm (helpdesk, crm, and ticket-checklists) to handle most of our
> internal procedures and process documentation. Specifically its positioned
> to handle the following:
>
> * Internal infrastructure changelogs (tickets) and documentation (wiki)
> * Helpdesk response
> * Order tracking.
> * Internal/organization wiki.
> * Individual project progress, documentation and issue tracking.
>
> One feature we make heavy use of is nesting projects to allows us to both
> segment work and still see an overview of what's going on w/in a
> department.
>
> There are a few things we don't use it for:
> * code browsing - handled by github or an internal gitlab server
> * office document storage - handled internally via file-share or sharepoint
> * public project websites - either main drupal or ghpages
>
> On Wed, May 11, 2016 at 9:46 AM, Erin White <[log in to unmask]> wrote:
>
> > Following this thread closely to see what y'all use.
> >
> > We evaluated our institution's IT support desk software and found the
> > interface pretty hostile to problem-submitters. Instead we've stuck with
> > our own in-house problem reporting system that has a much simpler user
> > interface. It meets many business needs but doesn't integrate with our
> > other systems (documentation, etc.) and our software development
> workflow.
> > So we have some things we could be doing much better.
> >
> > --
> > Erin White
> > Web Systems Librarian, VCU Libraries
> > (804) 827-3552 | [log in to unmask] | www.library.vcu.edu
> >
> > On Wed, May 11, 2016 at 3:48 AM, Ben Companjen <
> [log in to unmask]
> > >
> > wrote:
> >
> > > Hi Stuart,
> > >
> > > First thought (or what should have been my first thought): what
> > problem(s)
> > > are you trying to solve?
> > > I sometime wish I had software that is better geared for service
> > > management (including incident management, CRM and documentation), but
> in
> > > our small organisation with three main services it has already been
> > helpful
> > > to structure the information differently and get it together in
> > well-known
> > > places. For the Dataverse service that I'm managing we use Google
> > > Drive/Docs, ownCloud and JIRA.
> > >
> > > Incident and service request management is the most important
> > > process/business function that I think would benefit from software
> > support.
> > > Emails, tasks and notes in various places aren't enough anymore to keep
> > > track of problems and questions. JIRA helps a little, but not all
> > requests
> > > relate to software problems and I don't want to use it for every
> > > simple-to-answer question.
> > >
> > > Have you asked your institution's IT service desk for suggestions? They
> > > might be able to support when you choose the same software. Our IT uses
> > RT
> > > and seems happy with it. I'm hoping to get a queue for
> Dataverse-related
> > > requests in their system.
> > >
> > > Hope this helps.
> > >
> > > Ben
> > >
> > >
> > >
> > >
> > > On 10-05-16 23:42, "Code for Libraries on behalf of Stuart A. Yeates" <
> > > [log in to unmask] on behalf of [log in to unmask]> wrote:
> > >
> > > >I’m looking for recommendations for software to run our much of our
> > > >academic library back-of-house business-as-usual work. Things like
> > > incident
> > > >management, CRM, documentation management, etc across three tiers of
> > > >support.
> > > >
> > > >We’re looking for something more structured than a mediawiki wiki
> (which
> > > >we’ve got) and probably less structured than full-blown ITIL. We’re
> > happy
> > > >with open source or proprietary,  self-hosted or cloud solution, but
> > we’re
> > > >not happy to pay the kinds of money that Alemba (formerly VMWare) are
> > > >asking for vFire Core (formerly VMware Service Manager).
> > > >
> > > >We have library management system (ALMA), a discovery system (PRIMO),
> a
> > > >website (httpd, drupal), a proxy (EZproxy) and a copyright management
> > > >system (Talis Aspire). Our institution provides us with user
> management,
> > > >physical access management, VM host, email and physical
> infrastructure.
> > > >
> > > >Thoughts?
> > > >
> > > >--
> > > >...let us be heard from red core to black sky
> > >
> >
>