We were on JIRA ServiceDesk, which was overkill for what we needed, and costs kept going up.

We're now on GLPI, and are quite happy with it.  With the formcreator plugin you can really customize which ticket types request which info, which was a big win for us.

It is open source, but they also offer a cloud hosted version.

Bruce Orcutt (he/him)
UTSA Libraries: Systems
(210) 458-6192

________________________________
From: Code for Libraries <[log in to unmask]> on behalf of Harker, Karen <[log in to unmask]>
Sent: Thursday, October 26, 2023 12:32 PM
To: [log in to unmask] <[log in to unmask]>
Subject: [EXTERNAL] Re: [CODE4LIB] [EXT] [CODE4LIB] IT Ticketing System Recommendations...

  **EXTERNAL EMAIL**
  This email originated outside of The University of Texas at San Antonio.
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We use GitLab for handling problems with our usage data gathering.  It's flexible and allows sharing of information.


Karen R. Harker, MLS, MPH
Collection Assessment Librarian
University of North Texas Libraries
1155 Union Blvd.
#305190
Denton, TX 76203-5017
940-565-2688




-----Original Message-----
From: Code for Libraries <[log in to unmask]> On Behalf Of Ray Voelker
Sent: Thursday, October 26, 2023 12:26 PM
To: [log in to unmask]
Subject: [EXT] [CODE4LIB] IT Ticketing System Recommendations...

Greetings Code4Lib folks,

I'm reaching out to inquire if anyone has recommendations or opinions (positive or negative) regarding IT Ticketing solutions suitable for a Public Library system. We're exploring options and are particularly interested in systems that:

   - Are easy to maintain (with a preference for FOSS, but doesn't have to
   be).
   - Can support various submission forms tailored to different departments
   (e.g., Marketing Dept, IT Dept, ILS Dept, etc.).
   - If not FOSS, then they should accept POs and accommodate non-profit or
   tax-exempt customers, like public library systems.

We are currently using osTicket. However, we've encountered challenges as it has been heavily customized by a team who no longer works at the library. Although we're considering migrating to another solution, I'm curious to know if anyone has experience with https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsupportsystem.com%2F&data=05%7C01%7Cbruce.orcutt%40UTSA.EDU%7Cba84fc28a11541bd7a3c08dbd6498194%7C3a228dfbc64744cb88357b20617fc906%7C0%7C0%7C638339383427679344%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=6Gwde70GfhXIE3qoiZz2HynhVaTvbmPg57HUodAH0zY%3D&reserved=0<https://supportsystem.com/>,
which seems to be a cloud-based version of osTicket.

Any insights, recommendations, or opinions you can share would be greatly appreciated.

Thank you in advance!
--
Ray Voelker