Implementing an Open Source IT Ticketing System Queens

Implementing an Open Source IT Ticketing System @ Queen’s University Library Jenny Jing Queen’s University Library OLA Super Conference, 2015, Toronto

An Internal Issue Tracking System: Why 欲善其事 He who wishes to do his work well 必先利其器 must first sharpen his tools

One Open Source system to be served as: • An issue tracking system • A project management tool • A Knowledgebase • An inventory list (testing) • More

1. Why: The Library & the challenges Users Resources Technology

Overview • Open Source: Free? • Time frame: April, 2014 – April, 2015 • Staffing: Systems Librarian (Jenny Jing), Systems Support (Judy Young), System Administrator (Alex Fletcher)

Systems • UI • The System • Data

An internal Issue Tracking System: How SDLC 1. 2. 3. 4. 5. Planning: Identify the needs Analysis: Collect requirements Design: Evaluate the candidates Implementation: Test Maintenance: (not yet)

1)Planning: Identify the needs The internal teams The systems • Locally developed (QUL Ticketing System) • Open Source • Commercial

Our current system: Locally developed

The issues 1. Emails 2. Tickets 3. Search 4. Statistics

2) Analysis: Stats & Workflow Voyager Web sites Systems Support ERM/Summon Other requests

Systems analysis, requirements definition Functional Requirements - Business: Managers - Workflow: Operators - UX: Library Staff

Analysis: Collect recommendations/select

3) Design – User Interface, Searchable, Reports

Design – Prototype

4) Testing/Implementing/Migration/Evaluation - Testing Implementing Migration Evaluation/feedback Improvement Top 3 systems Test & Review Doc, Next one Implementing Migration Evaluation

4) Testing/Implementing/Migration/Evaluation

A. An Issue tracking system/vendor products

B. A Knowledgebase

C. A Project Management Tool

D. An Inventory List -- Testing

E. What’s Next: • Software – Version Control Process A plugin to upgrade your local Git repositories in Redmine when changes have been pushed to Git. Hub. • Reference Stats Tool

Systems • UI • The System • Data

Thank you! • 独木难成林 • A tree does not make a forest