I think my inner-consultant would suggest to go with a tried-and-true third party just so the technical debt of something homegrown doesn't add to your overhead, but I don't really follow my own advice. You'll probably get some really good feedback, but let me tell you a little bit about what I'm doing and maybe that will spark your imagination.
Check out the attached picture.
I'm building a ticketing system and services dashboard using Bitbucket / Github issues. Basically, every service area has its own repository -- whether there's code in it or not -- so I can leverage all the APIs and integrations built around these issue trackers. Where there *is* code involved (e.g., most of web services) I can update the status of a thing by committing the fix or the new feature. When there's not, the issue tracker is still really useful.
So, if you're a staff-member, you can visit this page and
1. Submit a request or a bug or whatever
2. Based off your selections, the system will a) create an issue in the relevant repository, if necessary; b) email the various cross-departmental people who need to know (e.g., a "gross stuff on the computers" report doesn't need to come to web team); c.) and update the dashboard.
3. Let's say I can respond to the ticket either through this system, github/bitbucket, or through a commit. It resolves itself, and the dashboard reflects the up-to-datedness.
If a user clicks on any of these service areas they will see a list of all issues, so they can see if something's been requested or reported. I'm still building-out the ticketing system's admin area but it's pretty much the same view except you can pull all issues assigned to an individual, sort them by priority or however you determine your to-do list, and stuff like that.
Anyway, food for thought :).
Michael Schofield | @schoeyfield
From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of Nathan Wittmaier
Sent: Wednesday, January 18, 2017 12:03 PM
To: [log in to unmask]
Subject: [CODE4LIB] Marketing Ticket System
Our library system serves 31 branches in three counties, and we have historically used an Access database and forms to manage our marketing ticket system, for branch staff to enter requests and to manage print and web jobs for the marketing department. However, this system is showing its age and is becoming more disagreeable with wireless platforms and non-Windows devices. We are exploring other options, but I was curious what other library systems out there use for this type of thing and if there are any software systems available to purchase or open-source that libraries use for ticket systems.
The options we are considering right now are:
- In-house build of a ticket system web application
- Using Sharepoint Workflows
- Best Practical Request Tracker system (based on Drupal)
I would love to find out about any other products or systems that libraries use for ticket systems in general or marketing/printing ticket systems specifically.
Thanks so much!
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Mid-Continent Public Library
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Unless explicitly attributed, the opinions expressed are personal and not that of Mid-Continent Public Library.