Managing Library IT Workflow with Bugzilla

Abstract

Prior to September 2008, all technology issues at the University of Colorado Denver's Auraria Library were reported to a dedicated departmental phone line. A variety of staff changes necessitated a more formal means of tracking, delegating, and resolving reported issues, and the department turned to Bugzilla, an open source bug tracking application designed by Mozilla.org developers. While designed with software development bug tracking in mind, Bugzilla can be easily customized and modified to serve as an IT ticketing system. Twenty-three months and over 2300 trouble tickets later, Auraria's IT department workflow is much smoother and more efficient. This article includes two Perl Template Toolkit code samples for customized Bugzilla screens for its use in a library environment; readers will be able to easily replicate the project in their own environments.