1. Metadata Transformation Librarian, Duke University
The New AskTech:
Implementing A Ticketing System Platform For Technical Services Resource Troubleshooting
Dennis Christman
Metadata Transformation Librarian, Duke University

2. The new asktech What is AskTech? Problems with existing model
Search for an alternative
Implementation stages
Going live
Results
Going forward

3. 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

4. What is AskTech? A listserv: asktech@duke.edu How it worked:
came in from public services library staff
Technical services staff read the
The staff member it applies to responds

5. 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

6. Search for alternative: The Platform
Factors to consider:
Cost
Complexity
Customization
Reporting
Automated

7. Searching for an alternative: The Workflow
The ‘Triager’ workflow:
comes in from public services staff
A designated group of ‘Triagers’ get the message
A triager assigns the issue to the proper staff
Staff responds to the issue as appropriate

8. 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

9. Implementation Steps: Set up
Two versions of Spiceworks: Hosted or On Prem
Went with On Prem for security concerns
Set up a server and install the software: Handled by IT
Create alerts, notifications, and category list
Customize notifications: Liquid Templating Language

11. 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

12. Implementation Steps: Testing
Specific Scenarios:
Reassigning tickets
Ccing people on tickets
Goals for testing:
Get customizations right
Learn what to emphasize on for training

13. 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 address to point to the Spiceworks server instead of the listserv
Ongoing: Weekly, then Bi-weekly meetings for Triagers

14. 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): Tickets

15. Still to do Visualizations: Waiting for more data
Backups: We need vacations!
Public facing FAQ
Replace preexisting Qualtrics submission form with the built in Spiceworks Portal
Keep on iterating

16. Questions?