Managing Public Computing · 43
If yes, which help desk ticket tracking software is used? N=44
Remedy 4 9%
Netsupport 2 5%
JIRA 2 5%
HelpStar 0 —
Other 36 81%
Please describe the other tracking software.
Locally developed system (16 responses)
Request Tracker (5)
Numara Footprints (2)
TrackIT! (2)
Bugzilla, with some modifications
Epicore
Heat
Infra Enterprise
Microsoft SharePoint Services
One or Zero
OTRS (open source)
Perfect Tracker
PHP helpdesk
Service Desk Express
Web Help Desk by MacsDesign Studio
23. On average, how frequently does library IT staff have to address a public computing problem?
N=61
More than 5 times a day 7 11%
Between 2 and 5 times a day 22 36%
About once a day 10 16%
If yes, which help desk ticket tracking software is used? N=44
Remedy 4 9%
Netsupport 2 5%
JIRA 2 5%
HelpStar 0 —
Other 36 81%
Please describe the other tracking software.
Locally developed system (16 responses)
Request Tracker (5)
Numara Footprints (2)
TrackIT! (2)
Bugzilla, with some modifications
Epicore
Heat
Infra Enterprise
Microsoft SharePoint Services
One or Zero
OTRS (open source)
Perfect Tracker
PHP helpdesk
Service Desk Express
Web Help Desk by MacsDesign Studio
23. On average, how frequently does library IT staff have to address a public computing problem?
N=61
More than 5 times a day 7 11%
Between 2 and 5 times a day 22 36%
About once a day 10 16%