Re: ticket systems
On 10/19/05, W.D.McKinney <dee@akwireless.net> wrote:
>
> >-----Original Message-----
> >From: Henrique de Moraes Holschuh [mailto:hmh@debian.org]
> >Sent: Wednesday, October 19, 2005 06:13 PM
> >To: debian-isp@lists.debian.org
> >Subject: Re: ticket systems
> >
> >On Wed, 19 Oct 2005, Dan MacNeil wrote:
> >> I'm curious as to how people use ticket systems and their bad
> >> experiences with ticket systems. "How" and "why" are more useful right
> >
> >Well, we use OTRS (because it is far more flexible and powerfull than RT)
> >for workflow/internal issue tracking, and RT (because it is easy and simple)
> >for simple helpdesk tracking.
> >
> >Training people to use OTRS was _not_ easy. Trying to get RT to work as a
> >poor-man's workflow AND internal issue tracking proved to be impossible.
> >At least for our requirements, anyway.
> >
> >So, what do you exactly need to do? If RT does it all, go for it. Otherwise,
> >go for OTRS.
> >
>
> So what are the URL's for RT and OTRS anyway ? Be nice to look at these packages.
>
>
> -Dee
>
>
>
>
> >> I'm also not sure of where the line between a ticket system, project
> >> system and a bug tracking system lies or should lie.
> >
> >Ticket system and bug tracking systems are close, and as long as you like
> >fighting the system to get work done, they are interchangeable.
> >
> >But a proper TTS (ticket tracking system) will do a MUCH better job of issue
> >tracking on massive scales, helpdesk/CRM integration, etc. While a BTS (bug
> >tracking system) will know WTF a patch is, will have version tracking for
> >"bugs", and might even be connected to your version control system.
> >
> >I don't know what a "project system" is. But if you mean a project tracking
> >system, then go take a look at MS project (to my dismay, no DFSG software
> >comes even close), it is a completely different type of beast from a ticket
> >tracking system or from a BTS. If you mean something that hosts a project
> >and all there is to it (BTS, TTS, mailing-lists, data repositories...), I
> >don't know of any that doesn't suck rocks (i.e. g-forge, sourceforge...).
> >
> >> I've worked places where people game the system. A good evaluation comes
> >
> >Not a good idea at all, for the exact reasons you described.
> >
> >--
> > "One disk to rule them all, One disk to find them. One disk to bring
> > them all and in the darkness grind them. In the Land of Redmond
> > where the shadows lie." -- The Silicon Valley Tarot
> > Henrique Holschuh
> >
> >
> >--
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> >
> >
>
>
>
>
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>
I have installed OTRS many times before, Its truly a testament to OSS.
Get on the mailing list and watch it for a few days, your mouth will
drop on all the ways people have modified to taste. If you can think
it, its probably been done. I also know of several large companies
that use OTRS also.
I do have to agree with Henrique, the learning curve is harsh, I would
suggest setting up a distribution list that so anything sent to
helpdesk@domain.com will go to OTRS while your learning the system,
and set your mailer to send anything to some common mailbox or
/dev/null.
http://otrs.org/
-Erik-
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