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

2. 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? ©2013-2015 Dragon-FangX

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

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

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