ERM ticketing system
•Download as PPT, PDF•
1 like•718 views
The document discusses using helpdesk or ticketing systems to track electronic resources acquisitions where ERMS systems failed. It describes how Stanford University Libraries and Claremont Colleges' Library implemented JIRA and eRATS in Footprints respectively to standardize their processes, define problems, and provide transparency into the status of electronic resource orders and activations. Both systems structure metadata, enable coordination between teams, and collect email trails to successfully track electronic resources acquisitions.
![Tracking electronic resources acquisitions: Using a helpdesk system to succeed where your ERMS failed Charleston Conference 2009 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]](https://image.slidesharecdn.com/2009chsermsfailarchprice-101001233539-phpapp02/85/erm-ticketing-system-1-320.jpg)
Recommended
More Related Content
Similar to ERM ticketing system
Similar to ERM ticketing system (20)
More from Jason Price, PhD
More from Jason Price, PhD (20)
ERM ticketing system
- 2. The ERMS promise - 2005 FLOW CHART
- 3. What was delivered “ With [our ERMS] we have all the information in one place” http://www.weewonderfuls.com/2006/02/huh.html Licenses Contacts Notes Status indicator Reminders Access info
- 4. Reality of Claremont’s e-resource acquisitions workflow
- 6. Stanford’s solution Xan Arch Electronic Resources and Technology Librarian Stanford University Libraries
- 7. Selector License Negotiations Ordering Unit Payments Activation Cataloging Tracking our orders What we had: Defining our process
- 8. What we needed: Defining our problems
- 13. JIRA Workflow - Acquisitions
- 16. Questions ?
- 20. Stage 0: Resource request form
- 21. Stage 1: Under Review
- 23. Stage 2: In negotiation
- 25. Stage 3: Pending activation Resource fully available 3 Resource fully implemented Acquisition staff implements 2 Collection librarians determine 1
Editor's Notes
- From a vendor glossy: All about the flow ¾ of this process is about acquisitions! Discover through access at least
- A Disjointed database Status indicator, overlayed on access mngmt page License page Contacts page Notes page, with reminders Vendor statistics page Weak connections between pages No sense of flow in the system 2009 Marketing quote
- Standardized: Scattered e-resource acquisition process Centralized: Information needed: funding formula (often complex for expensive e-resources), type of order (content + access, subscription only, etc) license contact person for vendor, subjects for addition to databases page, any local notes, availability of MARC records No central place to store information needed for e-resource acquisition Transparent: Lack of transparency for bibliographers
- Standardized: Scattered e-resource acquisition process Centralized: Information needed: funding formula (often complex for expensive e-resources), type of order (content + access, subscription only, etc) license contact person for vendor, subjects for addition to databases page, any local notes, availability of MARC records No central place to store information needed for e-resource acquisition Transparent: Lack of transparency for bibliographers
- We did not need to purchase separately. In order to encourage wider adoption, Digital Library department gave me administrator access with full rights to create and administer new projects.
- Default JIRA workflow – Open, In Progress, Resolved, Closed Issue goes through same set of steps each time, in a single direction through the department Each unit has been assigned a distinct role with every issue in JIRA, creating a more cohesive workflow cycle of an electronic resource. Payments department also notified when an issue transitions from Ordering to Electronic Resources to prompt Payments that a resource is ready to be paid, or an invoice may need to be claimed.
- Results rely on triage manager to start new purchase along acquisition process Information added along the way, such as purchase order number by Ordering department
- Statuses allow progression of incident to be shown in Confluence wiki without direct attribution to staff member. Selectors can show whose hands the issue is in, without feeling that one person is the problem.
- Payments dept: notification of order placed and po #, allowing them to pay invoices in hand or find more information when they receive invoice. If they note when invoice is paid, e-resources will know when access should begin Recent developments: end of the year rush worse than ever, Tech Support starting to use JIRA,
- Already set up JIRA projects for new proxy requests and for MARC record loading. Currently working on setting up workflow for purchasing microfilm and moving newspaper to auxiliary storage. Drupal forms will allow tighter control over form details and functionality without need to request help from Digital Library at every turn
- Note not intended for single ejournals or standing order titles
- Requires basic information & needs analysis Portions formerly missing in emailed requests, and field limits match listing tool “ Front loads” request for metadata we used to try to track down later in the process DB description, Subject/Type choices* Submission begins tracking process
- Key features – Decision support system Invites group participation in evaluation Increases objectivity in decision making Need to add pricing info
- Includes only those license points we negotiate Allows any collection librarian to complete license review (and collaboration as necessary)
- Key features Collection librarian chooses applicable steps and notes necessary detail Acquisition staff completes steps individually Clear tabular view shows what remains to be done
- Not lost in someone’s email or printed on someone’s desk Available to requestor community