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I've just implemented osTicket for the Computing department here. It's free if you host it yourself, clean, simple, and does everything we want. You can attach screen shots to tickets and it provides the normal alerts, messaging and workflow elements. It's a lightweight solution that, so far, seems to be going over well. Best regards, *Jason Bengtson, MLIS, MA* Head of Library Computing and Information Systems Assistant Professor, Graduate College Department of Health Sciences Library and Information Management University of Oklahoma Health Sciences Center 405-271-2285, opt. 5 405-271-3297 (fax) *[log in to unmask] <[log in to unmask]>* *http://library.ouhsc.edu <http://library.ouhsc.edu/>* *www.jasonbengtson.com <http://www.jasonbengtson.com/>* NOTICE: This e-mail is intended solely for the use of the individual to whom it is addressed and may contain information that is privileged, confidential or otherwise exempt from disclosure. If the reader of this e-mail is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify us by replying to the original message at the listed email address. Thank You. <[log in to unmask]> On Mon, Mar 24, 2014 at 10:43 AM, Jenny Jing <[log in to unmask]> wrote: > 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? > > Thanks. > > Jenny > > Jenny Jing > Information Systems Librarian > Discovery Systems > Queen's University Library > Kingston ON, K7L 5C4 > [log in to unmask] > 613-533-6000 x 75302 >