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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 > > > > > >