Don’t Throw the Baby out with the Bathwater: Recreating a Valuable Feature of a Legacy System in a New Ticketing System

Abstract

In 2021, the USMAI library consortium replaced three disparate channels for receiving service requests with a single USMAI Service Desk, using Atlassian’s Jira Service Management (JSM) - Server software. One of the ticketing systems being replaced was the homegrown and aged AlephRx, which lacked some useful features typical of a modern ticketing system. However, AlephRx had one not-so-typical feature beloved by staff at USMAI libraries: all service requests, submitted by anyone, were visible to all logged-in users, creating a de facto knowledge base. This poster describes how systems librarians configured Jira Service Management - Server to preserve this functionality so valuable to our customers.