Staffing Troubleshooting at UNC Erika Ripley, UNC, TRLN E-Res Seminar 24 July 2015.

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Presentation transcript:

Staffing Troubleshooting at UNC Erika Ripley, UNC, TRLN E-Res Seminar 24 July 2015

Troubleshooting is complicated. Staffing? Workflow? Tools? Yes. Who found the problem? Who should they tell? What kind of resource? Who pays for it? What kind of problem? Whose problem is it to solve? © Dragon-FangX

Not so very long ago… One person covered troubleshooting “Just Jason. Well, unless…” No back-up Duplicated efforts

Our Dream: Ticketing System long established interest, very slow in coming need interim improvement low barrier to development better than “just Jason” ticketing system in use by LIT now, in development for us

Shared -3 departments in 2 libraries -folders to claim/archive -Single contact point -Catch “big” problems -Facilitates back-up -Training tool