erm ticketing system
DESCRIPTION
TRANSCRIPT
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Tracking electronic resources acquisitions: Using a helpdesk system to succeed where your
ERMS failed
Charleston Conference 2009
Xan Arch Electronic Resources and Technology Librarian
Acquisitions DepartmentStanford University Libraries
Jason Price, Ph.D.Science Librarian
Head of Collections & AcquisitionsClaremont Colleges' Library
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The ERMS promise - 2005
FLOWCHART
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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
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Reality of Claremont’s e-resource acquisitions workflow
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Some key advantages of using a ticketing system for ERA
• Designed to track ‘issues’ through stages to resolution
• Structures ‘metadata’ relating to an issue and shares it with others enabling coordination
• Flexible enough to allow a customized set of steps for each issue & distributed implementation
• Collects email trail relating to each ‘issue’
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Stanford’s solution
Xan ArchElectronic Resources and Technology Librarian
Stanford University Libraries
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Selector
License Negotiations
Ordering Unit Payments
Activation
Cataloging
What we had: Defining our processWhat we had: Defining our process
Tracking our orders
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What we needed: Defining our problemsWhat we needed: Defining our problems
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Enterprise-level bug tracking software from Atlassian
Already in use in our Digital Library department
Finding a solutionFinding a solution
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Each order goes through the same stepso In Progress – Licensingo In Progress – Ordering o In Progress – Electronic Resources o In Progress – Metadata
JIRA notifies the department or individual by email when they are required to act on an issue
Standardized: SolutionStandardized: Solution
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Centralized: SolutionCentralized: Solution
The web form
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Transparent: SolutionTransparent: Solution
Display in Wiki
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JIRA Workflow - Acquisitions
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Completely in place in Acquisitions department
Less established in Collections, some selectors initiating orders through webform, others still sending email
Some types of purchases still ambiguous – major database renewals, new e-journals
Recent developments have pushed adoption further along
A work in progressA work in progress
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The futureThe future
Use of JIRA for other projects in Acquisitions
Moving webform to Drupal forms
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Questions ?Questions ?
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Claremont’s solution: eRATS in Footprints by Numara
Jason PriceClaremont Colleges’ Library
Claremont University Consortium
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Claremont’s eRATS was designed to address specific
problems:
In order of importance:1.Delays (or loss!) due to dropped
communication2.Incomplete listing/activation of resources3.Standardization of required metadata4.Lack of transparency as to resource
progress
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Tracking-system supported workflow
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Stage 0: Resource request form
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Stage 1: Under Review
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Tracking-system supported workflow
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Stage 2: In negotiation
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Tracking-system supported workflow
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Resource fully
available
3Resource fully
implemented
Acquisition staff
implements
2Collection librarians
determine
1
Stage 3: Pending activation
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Next steps• Beta – then implementation• Configure public display of progress• Design Acq reports (delivered from
Footprints)• Output to ERM?
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Summary / Overview• “Smart” Checklist
– Periodic required decisions as stage changes– Shared in real time
• Workflow-based– Each update noted in history entry & encourages indication
of next step– Issues can be assigned to one or more people for the next
action(s)• Information repository
– ‘Issues’ (resource records) can send and receive email– Stored as one text field—fully searchable– Appropriate metadata extracted into fixed fields as
available