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Issue Tracking Ticketing Systems?

Posted by Cliff on from the follow-the-problem dept.

An anonymous reader asks: "Our company has expanded to 5 employees, and we are looking at setting up and installing an Issue Tracking System for all employees to use throughout the company. It turns out there are many ticketing systems available in both commercial and open source solutions. We originally planned on using Request Tracker but we were unable to implement it due to the complexities of the system. For our company, we are looking for a simple to install Issue Ticketing system (preferably PHP and MySQL based to be hosted on our basic web hosting) to improve both the efficiency of our company, and improve our record keeping of all of our issues. How do you manage all of your tasks, and what software do you use, if any, to achieve this?"

5 of 129 comments (clear)

  1. get yourself a Wiki by arachnoprobe · · Score: 2, Interesting

    Get yourself a (good, expandable) Wiki solution. You can easily lern & tell how to introduce new tickets als WikiPages, then you have a really flexible solution. And you have something Intranet-like as well. TWiki offers flexibility and lots of features with the integrated WikiForms. Add to that the RSS/E-Mail notification of Topics, and you are set.

  2. trac, or otrs by Bitsy+Boffin · · Score: 3, Interesting

    Depending on what you want, I'd suggest either Trac ( http://trac.edgewall.org/ ), or OTRS ( http://www.otrs.org/ ). Trac has a pretty basic ticket system, but that's combined with a Wiki and Subversion (don't know if you do coding), while OTRS is a quite powerful ticket system (admittedly, it looks like crap, but it does get the job done) with email piping and all the other things you would expect.

    --
    NZ Electronics Enthusiasts: Check out my Trade Me Listings
  3. We use a combination of by Centurix · · Score: 2, Interesting

    Mantis and MediaWiki. Works pretty well. We transferred from the .NET demo version of their IssueTracker which came as example code from some Microsoft site, our team installed it on a box in the corner. Then the sysadmin guy noticed it and then used the same software for his job tracking, then the marketing department liked it and they got a version. They loved the .NET thing, we hated it although it did the job. So now we're on mantis and they're using the old one still, until maybe they see what ours does now.

    Same thing with the MediaWiki, we installed it, filled it in with all our doco, then someone else got wind of it and like the way that anyone could contribute to the doco project. Now we have a few wiki's around the place.

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    Task Mangler
  4. Fogbugz by BuR4N · · Score: 2, Interesting

    When we started to grow and get more customers, we needed a new system to handle everything from bugs, support requests and personal TODO lists. We searched and evaluated allot of these systems, we finaly settled for Fogbugz, the combination of features/price was right.

    http://www.fogcreek.com/FogBugz/

    Its not an PHP/MySQL solution, but that was not an important parameter for us.

    --
    http://www.intellipool.se/ - Intellipool Network Monitor
  5. Issue tracking may be mandatory by onyx00 · · Score: 2, Interesting

    For those suggesting simple solutions like a white board or a Wiki: these are good ideas, but it is possible the users are required to use a formal, controlled issue tracking system. For example, the FAA requires controlled issue tracking with many many controls and procedures in place.

    A whiteboard or a wiki would encounter a large amount of scrutiny while trying to explain to a DER (designated engineering representative) how the highest priority issue on the whiteboard got replaced by your five year old who likes to draw purple kitties...

    Military projects are in a similar situation, although I am not as familiar with the specifics.