Exploration of libraries tackling the problem of electronic resource (eresource) workflow management by implementing ticketing systems in addition to their existing integrated library system (ILS) and electronic resource management (ERM) tools. Most libraries employing ticket tracking to manage eresources have chosen one of a variety of commercial and open source software designed for customer relations management (CRM). Alternatively, some libraries are developing home grown systems or kluging together freely available collaboration software to track issues.
Smith, Kelly. “Problem Solved! Managing Electronic Resource Workflows Using Ticketing System Software,” Serials Review, V42:1, 2016 http://dx.doi.org/10.1080/00987913.2015.1137674