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Just curious, those of you using JIRA: my experience with it is limited and outside of libraries (working in a web development firm) and it struck me as something that would be overly complicated for a simple ticketing system for non-IT staff reporting issues. Do staff...like it? :) Best, Nina Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib -----Original Message----- From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of Lisa Gayhart Sent: Monday, March 24, 2014 12:24 PM To: [log in to unmask] Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose 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 it¹s 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 I¹m 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 >>