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Here at UofT library IT, we also use the JIRA/Confluence bundle. Started last year and so far it has worked out quite well for us. Since itıs web-based, we can easily access our information anywhere, which is great when it comes to the content we store in Confluence. The package is quite flexible and Iım finding that the more we use it, the more we learn. I would recommend both tools. Lisa Gayhart | Digital Communications Services Librarian| University of Toronto Libraries | Information Technology Services | [log in to unmask] 416-946-0959 > >On Mon, Mar 24, 2014 at 11:43 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 >>