We have what is called an add/drop form (a web-based form) that is focused on requesting things that require review by our collections team, such as any continuing resources (journals, databases, etc.) or one-time purchases the cost more than what is in our individual monographic subject funds (e.g. an e-book collection). We need to rethink this form, though, due to implementing a new library management system (Alma).
For help desk ticketing type things, which we rely heavily upon, we recently transitioned to using LibAnswers by SpringShare after using RT by Best Practical for a long time. Some felt RT was too clunky and difficult to use, but I must say that LibAnswers, although having a nicer interface and some other advantages, is not that great in comparison in terms of features. Those unhappy with RT are happier with LibAnswers so far, but I miss RT.
Steve
Steve Oberg
Assistant Professor and Group Leader for Resource Description and Digital Initiatives
Buswell Library | Wheaton College (IL) | +1 (630) 752-5852
________________________________
From: acqnet-request_at_lists.ala.org <acqnet-request_at_lists.ala.org> on behalf of Pennington, Buddy D. <penningtonb_at_umkc.edu>
Sent: Tuesday, July 21, 2020 10:59:46 AM
To: acqnet_at_lists.ala.org <acqnet_at_lists.ala.org>
Subject: RE: [ALCTS-acqnet] [EXTERNAL] RE: Software to track request workflow?
We use Jira for a variety of workflows. We don’t use it for general acquisitions but have a workflow set up for new electronic resources as well as for new streaming requests from faculty.
Buddy Pennington
Head of Electronic Resources & Systems (Librarian III)
Miller Nichols Library
University of Missouri--Kansas City
penningtonb_at_umkc.edu<mailto:penningtonb_at_umkc.edu>
He/him/his
From: acqnet-request_at_lists.ala.org <acqnet-request_at_lists.ala.org> On Behalf Of Greer, Kathryn
Sent: Tuesday, July 21, 2020 10:04 AM
To: acqnet_at_lists.ala.org
Subject: Re: [ALCTS-acqnet] [EXTERNAL] RE: Software to track request workflow?
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I have been considering using Smartsheet for an acquisitions request workflow, so I would also be interested to hear about anyone's experience with SmartSheet specifically.
-Kat
Kathryn A. Greer, MLIS
Digital Systems & Acquisitions Librarian
McCain Library
Pronouns: she/her
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On Mon, Jul 20, 2020 at 4:35 PM Tracey Thompson <TThompson_at_piercecountylibrary.org<mailto:TThompson_at_piercecountylibrary.org>> wrote:
We use Solar Winds which is an IT help desk software. When a customer submits a webform, it emails the request to the system which creates a ticket. We are then easily able to transfer the request between the teams working on it. It has worked really well.
Tracey Thompson | Collection Manager
Collection Management
(she, her)
Pierce County Library System
3005 112th Street East, Tacoma, WA 98446
Direct: 253.548.3609 | Main: 253.548.3300
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From: acqnet-request_at_lists.ala.org<mailto:acqnet-request_at_lists.ala.org> <acqnet-request_at_lists.ala.org<mailto:acqnet-request_at_lists.ala.org>> On Behalf Of Mary Aagard
Sent: Monday, July 20, 2020 11:46 AM
To: acqnet_at_lists.ala.org<mailto:acqnet_at_lists.ala.org>
Subject: [ALCTS-acqnet] Software to track request workflow?
Hi all,
I'm looking into trialing request workflow software/systems. We currently don't use a ticketing/request workflow software for acquisitions requests and we are looking into implementing something. We currently use routing inside a shared email address and we need something more robust.
Do you have any experience with request workflow software that you'd be willing to share? We are currently looking at SmartSheet, Trello, and the ticketing side of LibAnswers (Springshare).
Thanks, Mary
--
MARY AAGARD (she/her/hers)
Interim Head, Acquisitions & Collections, Albertsons Library, Boise State University
Phone: (208) 426-4025
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Received on Wed Jul 22 2020 - 08:34:08 EDT
