There was someone in the Drupal in Libraries BoF today at DrupalCon who mentioned it. But who?

Cary

> On May 11, 2016, at 10:12 AM, Charlie Morris <[log in to unmask]> wrote:
> 
> 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
>>>> 
>>> 
>>