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There was someone in the Drupal in Libraries BoF today at DrupalCon who mentioned it. But who? Cary > On May 11, 2016, at 10:12 AM, Charlie Morris <[log in to unmask]> wrote: > > I wonder if anyone out there is using RedHen ( > https://www.drupal.org/project/redhen). I've always been curious about it. > > On Wed, May 11, 2016 at 11:01 AM, Mike Smorul <[log in to unmask]> wrote: > >> I'll put up a vote for redmine. We use it w/ a few commercial plugins from >> redminecrm (helpdesk, crm, and ticket-checklists) to handle most of our >> internal procedures and process documentation. Specifically its positioned >> to handle the following: >> >> * Internal infrastructure changelogs (tickets) and documentation (wiki) >> * Helpdesk response >> * Order tracking. >> * Internal/organization wiki. >> * Individual project progress, documentation and issue tracking. >> >> One feature we make heavy use of is nesting projects to allows us to both >> segment work and still see an overview of what's going on w/in a >> department. >> >> There are a few things we don't use it for: >> * code browsing - handled by github or an internal gitlab server >> * office document storage - handled internally via file-share or sharepoint >> * public project websites - either main drupal or ghpages >> >> On Wed, May 11, 2016 at 9:46 AM, Erin White <[log in to unmask]> wrote: >> >>> Following this thread closely to see what y'all use. >>> >>> We evaluated our institution's IT support desk software and found the >>> interface pretty hostile to problem-submitters. Instead we've stuck with >>> our own in-house problem reporting system that has a much simpler user >>> interface. It meets many business needs but doesn't integrate with our >>> other systems (documentation, etc.) and our software development >> workflow. >>> So we have some things we could be doing much better. >>> >>> -- >>> Erin White >>> Web Systems Librarian, VCU Libraries >>> (804) 827-3552 | [log in to unmask] | www.library.vcu.edu >>> >>> On Wed, May 11, 2016 at 3:48 AM, Ben Companjen < >> [log in to unmask] >>>> >>> wrote: >>> >>>> Hi Stuart, >>>> >>>> First thought (or what should have been my first thought): what >>> problem(s) >>>> are you trying to solve? >>>> I sometime wish I had software that is better geared for service >>>> management (including incident management, CRM and documentation), but >> in >>>> our small organisation with three main services it has already been >>> helpful >>>> to structure the information differently and get it together in >>> well-known >>>> places. For the Dataverse service that I'm managing we use Google >>>> Drive/Docs, ownCloud and JIRA. >>>> >>>> Incident and service request management is the most important >>>> process/business function that I think would benefit from software >>> support. >>>> Emails, tasks and notes in various places aren't enough anymore to keep >>>> track of problems and questions. JIRA helps a little, but not all >>> requests >>>> relate to software problems and I don't want to use it for every >>>> simple-to-answer question. >>>> >>>> Have you asked your institution's IT service desk for suggestions? They >>>> might be able to support when you choose the same software. Our IT uses >>> RT >>>> and seems happy with it. I'm hoping to get a queue for >> Dataverse-related >>>> requests in their system. >>>> >>>> Hope this helps. >>>> >>>> Ben >>>> >>>> >>>> >>>> >>>> On 10-05-16 23:42, "Code for Libraries on behalf of Stuart A. Yeates" < >>>> [log in to unmask] on behalf of [log in to unmask]> wrote: >>>> >>>>> I’m looking for recommendations for software to run our much of our >>>>> academic library back-of-house business-as-usual work. Things like >>>> incident >>>>> management, CRM, documentation management, etc across three tiers of >>>>> support. >>>>> >>>>> We’re looking for something more structured than a mediawiki wiki >> (which >>>>> we’ve got) and probably less structured than full-blown ITIL. We’re >>> happy >>>>> with open source or proprietary, self-hosted or cloud solution, but >>> we’re >>>>> not happy to pay the kinds of money that Alemba (formerly VMWare) are >>>>> asking for vFire Core (formerly VMware Service Manager). >>>>> >>>>> We have library management system (ALMA), a discovery system (PRIMO), >> a >>>>> website (httpd, drupal), a proxy (EZproxy) and a copyright management >>>>> system (Talis Aspire). Our institution provides us with user >> management, >>>>> physical access management, VM host, email and physical >> infrastructure. >>>>> >>>>> Thoughts? >>>>> >>>>> -- >>>>> ...let us be heard from red core to black sky >>>> >>> >>