Comments on: Reference as Help Desk http://jasongriffey.net/wp/2006/10/13/reference-as-help-desk/ Thu, 09 Feb 2012 03:50:45 -0600 hourly 1 http://wordpress.org/?v=3.3.1 By: Stephen http://jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1080 Stephen Thu, 26 Oct 2006 01:30:40 +0000 http://www.jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1080 This looks interesting: http://otrs.org/ It looks like it can receive email to initiate a trouble ticket. This looks interesting: http://otrs.org/

It looks like it can receive email to initiate a trouble ticket.

]]> By: Chad http://jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1079 Chad Tue, 17 Oct 2006 15:43:21 +0000 http://www.jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1079 The trouble ticket thing sounds interesting. I used a product called IRM for a while, although not necessarily for this purpose. The nice thing about it was that it automatically generated a web accessible knowledgebase as trouble tickets were solved. It also automatically emails an admin who can assign the ticket to someone else to work on. It' more geared toward managing computing resources, but it can probably be modified for your purposes. Look at http://irm.stackworks.net/ for more information. The trouble ticket thing sounds interesting. I used a product called IRM for a while, although not necessarily for this purpose. The nice thing about it was that it automatically generated a web accessible knowledgebase as trouble tickets were solved. It also automatically emails an admin who can assign the ticket to someone else to work on. It’ more geared toward managing computing resources, but it can probably be modified for your purposes. Look at http://irm.stackworks.net/ for more information.

]]> By: Iris http://jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1078 Iris Fri, 13 Oct 2006 20:29:51 +0000 http://www.jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1078 Funny, I <a href="http://pegasuslibrarian.blogspot.com/2006/10/making-reference-desk-statistics-fun.html" rel="nofollow">just blogged about</a> our new free, open-source, web-based, password-protected, PHP/SQL reference database. We LOVE it, but you'd want to check it out and make sure that you could customize it for your needs. We haven't implemented our "flag for follow-up" customization yet, but we're planning to. Funny, I just blogged about our new free, open-source, web-based, password-protected, PHP/SQL reference database. We LOVE it, but you’d want to check it out and make sure that you could customize it for your needs. We haven’t implemented our “flag for follow-up” customization yet, but we’re planning to.

]]> By: justin http://jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1077 justin Fri, 13 Oct 2006 18:59:41 +0000 http://www.jasongriffey.net/wp/2006/10/13/reference-as-help-desk/#comment-1077 Heh, bugzilla for reference. But that's probably a little overkill. Why not use WordPress? Every post is a ticket, and a comment is a response. Best of all it's self-archiving, searchable, and every post gets a unique permalink (by id or post slug). And depending on how you set it up, you can actually decentralize responses by opening them up to the community. The only technical challenge is adding some measure of authentication, so only UTC folks can post questions, possibly only as drafts, and then a librarian can approve "posts" and eventually provide a reply. Turning off comments would be synonomous with closing a ticket. And you could install a plugin so comments made by librarians are highligted (with your mugshots!). Heh, bugzilla for reference. But that’s probably a little overkill.

Why not use WordPress? Every post is a ticket, and a comment is a response. Best of all it’s self-archiving, searchable, and every post gets a unique permalink (by id or post slug). And depending on how you set it up, you can actually decentralize responses by opening them up to the community.

The only technical challenge is adding some measure of authentication, so only UTC folks can post questions, possibly only as drafts, and then a librarian can approve “posts” and eventually provide a reply. Turning off comments would be synonomous with closing a ticket. And you could install a plugin so comments made by librarians are highligted (with your mugshots!).

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