Brainstorm tracking system thoughts

• Existing system or something new?
• Features
• Able to take input from multiple sources (ideally all existing channels) - chats, e-mails, Webforms, handwritten napkins
• Fresh Desk?  Jira?
• Single instance?  Multiple, but compatible instances?
• Liisa/Adam survey info?
• Reporting possibilities?  Who did what?  What browsers involved?  Patterns?
• Resolution
• Canned/editable responses

Susan found a 2011 "E-Resource Problem Report wish list" in her files:

Functional issues:

• Alumni often cannot be replied to, as no email address is transmitted in the form.

Wish list:

• Let people CC: themselves (we’d need to strip out Kerberos permissions in the email to the patron?)
• Add an auto-reply to patron from cule-problem alias “your message has been received” (we’d need to strip out Kerberos permissions in the email to the patron?)
• Right now the form links to FAQ and Exceptions: “Please check the FAQ and Exceptions pages before reporting a problem - they may answer your question!”  Can we let patrons check their own permissions from the FAQ page, and include directions on how to proceed?  Ex:) include link to http://www.columbia.edu/cgi-bin/cul/resolve?affils and direct patron how to interpret their permissions for off-campus access.