Implementing Ticketing System for Technical Services at Duke University
"Explore the journey of implementing a ticketing system, AskTech, for technical services at Duke University, addressing existing model problems, search for alternatives, workflow, and solution found in Spiceworks. Discover the stages of implementation and key considerations along the way."
Download Presentation
Please find below an Image/Link to download the presentation.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author. If you encounter any issues during the download, it is possible that the publisher has removed the file from their server.
You are allowed to download the files provided on this website for personal or commercial use, subject to the condition that they are used lawfully. All files are the property of their respective owners.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author.
E N D
Presentation Transcript
THE NEW ASKTECH: Implementing A Ticketing System Platform For Technical Services Resource Troubleshooting Dennis Christman Metadata Transformation Librarian, Duke University
THE NEW ASKTECH What is AskTech? Problems with existing model Search for an alternative Implementation stages Going live Results Going forward
WHAT IS ASKTECH? A service for library staff to request work from Technical Services: Needs new spine labels Database access issues Catalog errors Rush order requests
WHAT IS ASKTECH? A listserv: asktech@duke.edu How it worked: Email came in from public services library staff Technical services staff read the email The staff member it applies to responds
PROBLEMS WITH EXISTING MODEL 10 years old: service has grown Staff time: everyone reads every message Unanswered tickets Multiple answers for the same ticket Lack of stats: Recorded: ~300 requests Actual: > 1200 requests
SEARCH FOR ALTERNATIVE: THE PLATFORM Factors to consider: Cost Complexity Customization Reporting Automated
SEARCHING FOR AN ALTERNATIVE: THE WORKFLOW The Triager workflow: Email comes in from public services staff A designated group of Triagers get the message A triagerassigns the issue to the proper staff Staff responds to the issue as appropriate
SEARCHING FOR AN ALTERNATIVE: THE SOLUTION The solution: Spiceworks An IT ticketing system Designed for large-scale IT helpdesk organizations Highly customizable Low maintenance Cost: FREE
IMPLEMENTATION STEPS: SET UP Two versions of Spiceworks: Hosted or On Prem Went with On Premfor security concerns Set up a server and install the software: Handled by IT Create alerts, notifications, and category list Customize notifications: Liquid TemplatingLanguage
IMPLEMENTATION STEPS: TESTING 6 Testers: 2 Triagers 2 Techs to work on tickets 2 Users to submit tickets 3 Sprints : 2 days each: Each user would submit 3 tickets each day to be assigned and answered At end of sprint, each tester would provide feedback Between sprints, feedback was implemented and roles were rotated
IMPLEMENTATION STEPS: TESTING Specific Scenarios: Reassigning tickets Ccing people on tickets Goals for testing: Get customizations right Learn what to emphasize on for training
GO LIVE! Month before: Train Triagers, create documentation Week before: Train everyone else, create accounts Week before: Communication sent to all library staff Day of: Change email address to point to the Spiceworks server instead of the listserv Ongoing: Weekly, then Bi-weekly meetings for Triagers
GO LIVE!: RESULTS Success! So far so good. Mostly, our users don t really notice Still iterating. The infinite loop Stats! So far (3/28/18): 518 Tickets
STILL TO DO Visualizations: Waiting for more data Backups: We need vacations! Public facing FAQ Replace preexisting Qualtricssubmission form with the built in Spiceworks Portal Keep on iterating
QUESTIONS? Dennis.Christman@duke.edu
