Implementing an Open Source

IT Ticketing System @ Queen’s University

Library

Jenny JingQueen’s University Library OLA Super Conference, 2015, Toronto

An Internal Issue Tracking System: Why 工欲善其事He who wishes to do his work well

必先利其器must first sharpen his tools

One Open Source system to be served as:

•An issue tracking system•A project management tool•A Knowledgebase•An inventory list (testing)•More

Resources

1. Why: The Library & the challenges

Technology

Users Resources

Technology

Overview

•Open Source: Free?

• Time frame: April, 2014 – April, 2015

• Staffing: Systems Librarian (Jenny Jing), Systems Support (Judy Young), System Administrator (Alex Fletcher)

Systems

•UI• The System•Data

An internal Issue Tracking System: How

1. Planning: Identify the needs2. Analysis: Collect requirements 3. Design: Evaluate the candidates 4. Implementation: Test 5. Maintenance: (not yet)

SDLC

1)Planning: Identify the needs

The internal teams The systems

• Locally developed (QUL Ticketing System)

• Open Source

• Commercial

Our current system: Locally developed

The issues

1. Emails3. Search

4. Statistics

2. Tickets

2) Analysis: Stats & Workflow

VoyagerWeb sitesSystems SupportERM/SummonOther requests

Systems analysis, requirements definition

Functional Requirements

- Business: Managers- Workflow: Operators- UX: Library Staff

Analysis: Collect recommendations/select

3) Design – User Interface, Searchable, Reports

Design – Prototype

Top 3 systems

Test &Review

ImplementingMigrationEvaluation

Doc,Next one

4) Testing/Implementing/Migration/Evaluation

- Testing- Implementing- Migration- Evaluation/feedback- Improvement

4) Testing/Implementing/Migration/Evaluation

A. An Issue tracking system/vendor products

B. A Knowledgebase

C. A Project Management Tool

D. An Inventory List -- Testing

E. What’s Next:

• Software – Version Control ProcessA plugin to upgrade your local Git repositories in Redmine when changes have been pushed to GitHub.

• Reference Stats Tool

Systems

•UI• The System•Data

Thank you!

•独木难成林•A tree does not make a forest