Erika Ripley, UNC, TRLN E-Res Seminar 24 July 2015

StaffingTroubleshooting at UNC

Troubleshooting is complicated.

Staffing? Workflow? Tools? Yes. • Who found the problem? • Who should they tell?• What kind of resource?• Who pays for it?• What kind of problem?

• Whose problem is it to solve?©2013-2015 Dragon-FangX

Not so very long ago…

One person covered troubleshooting“Just email Jason. Well, unless…”

No back-up

Duplicated efforts

Our Dream: Ticketing System

long established interest, very slow in coming• need interim improvement• low barrier to development• better than “just email Jason”

• ticketing system in use by LIT now, in development for us

Shared Email- 3 departments in 2 libraries- folders to claim/archive

- Single contact point- Catch “big” problems- Facilitates back-up

- Training tool