Bugzilla

Tim Allwine tallwine at oreilly.com
Thu Nov 7 10:07:27 PST 2002


We use RT here at O'Reilly also.

-Tim

Eric Eisenhart wrote:
> On Wed, Nov 06, 2002 at 07:47:26PM -0800, Lorie Obal wrote:
> 
>>I was wondering if there are any other standardized open source bug 
>>reporting tools beside this one in common use.  Most of the ones I see 
>>seem to be directly built on bugzilla.  Has anyone seen any other 
>>original variations?
> 
> 
> At my work we've been using "RT" (http://www.bestpractical.com/rt/) aka
> "Request Tracker" which is much less "bug reporting" specific than bugzilla;
> designed as a "Trouble Ticket Tracker"". RT is open-source with a *lot* of
> configurability and a lot of user-contributed add-ons.  The default config
> is designed around incoming emails; somebody sends an email to
> "helpme at yourdomain.com", gets an auto-response with their ticket #, then
> somebody else can go in, reply to the ticket, comment on the ticket and hand
> it off to somebody else, etc.  Also commonly used for dealing with incoming
> phone call requests: person manning "help desk" writes up a "trouble ticket"
> when a call comes in that can't be dealt with as a one-off response, then
> whenever a technician fixes the problem they mark the ticket as "resolved".
> We have a link to CVS set up so that when I do a CVS commit I can stick
> "RT-Ticket: 1234" at the top of the CVS comment and the CVS comment as well
> as the appropriate cvs diff command to see the exact change made is attached
> to RT ticket 1234.  (optionally it can email the user, but I disabled that
> since it didn't make sense with our user-base; for a user-base that knows
> what a CVS commit is and has some kind of access to CVS, it'd make perfect
> sense to have the CVS commit info emailed off to them.)
> 
> (So, basically, we're using RT for handling emailed questions, a little
> bug-tracking and project-management/change-tracking.)
> 
> Debian has their own bugtracking system, available as "debugs".
> 
> A quick scan of Debian's packages also shows "jitterbug", "mantis", "gnats"
> and "phpgroupware-tts" in addition to the above mentioned "debugs",
> "request-tracker" and "bugzilla" packages.  (okay, there's also
> "request-tracker1, but for a new install you really want version 2.0.x)




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