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Reporting staff are somewhat indifferent. It¡¯s a bit of a hassle and the native interface makes no sense for help desk ticketing (it¡¯s very clear that it¡¯s for development). Staff that respond to issues are trained on it and it works for them, but it¡¯s still not ideal. I would not recommend JIRA as a help desk solution. There are better/cheaper options out there. As a bugtracking/development system? Maybe. And for the love of all that is holy, if you go with JIRA for any reason, do not run it locally. -Sean On 3/24/14, 2:32 PM, "McHale, Nina" <[log in to unmask]> wrote: >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 it©ös >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 I©öm 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 >>>