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Bug tracking / "issue tracking" / Ticketing SW?

Hi all!!

I've been given the taks of evaluating / deciding / setting up a  "bug" tracking software system at my job.

The idea is to use it for "issue tracking" ("ticketing"  I think it's called), for customer support, to keep track of our client's complainst and such. We're a very small software company with a single "lead" programmer, so it won't be used for "clasical" bug tracking, more like a tool to keep track of support cases.

I _know_ that Fogcreek's FogBuz would be an (probably) ideal choice for this situation, but it might be a little difficult to persulade The Boss to spend Serious Money on this. And, in any case, due diligence calls for (at least) looking into alternative solutions....

So, my question is: Any good bug tracking / issue tracking software packages out there? Having a web interface avaliable for querying a plus.

I already know of BugZilla, but I think it might be a bit of overkill for our needs....

Javier Jarava
Monday, March 31, 2003

Excel ... or you could roll out a small app in access if you do not want to buy FogBUGZ.

Prakash S
Monday, March 31, 2003

Lets look at this, since Im also considering a Issue tracking system. I would need 10 users. Lets call this system that I have been evaluating IssueTrax or maybe BoguzBugz, your choice :-)

IssueTrax costs $849 for 10 users. That is $84.90 per seat.

$85 is about 1 hour of billable time. If the system does something to save your team 1 hour per person in a team of ten it has paid for itself.  I would say the ROI time is probably a week or two.

$85 does not constitute "Serious Money", sorry.

Economically it makes total sense. Politics is another issue.

Patrik
Monday, March 31, 2003

For a PHP/MySql freebie try Mantis


http://mantisbt.sourceforge.net/

Ged Byrne
Monday, March 31, 2003

With an earlier suggestion here on JoS, we're switching over to gforge.  see http://gforge.org

Nat Ersoz
Monday, March 31, 2003

FogBugz might be the better choice, but you may want to look at
http://www.liberum.org if the cost is an issue.
It's free with source code, ASP/MS-Access based.
It's more of Helpdesk/Ticketing system than a bug tracking system. We use it for IT Helpdesk support calls. I don't know if it is suitable for your needs. But you may want to take a look at it.

Yaniv
Monday, March 31, 2003

Nat: Are you switching from FogBugz? Can you explain the reasons you've decided to switch?

Dave
Monday, March 31, 2003

You could look at Rubicon Tracker.

http://www.majentis.com/Products/IssueTracking.html

happy to be working
Monday, March 31, 2003

...or JIRA  http://www.atlassian.com

...or FootPrints http://www.unipress.com/footprints

Andrew Reid
Monday, March 31, 2003

At less than $100/seat, FogBUGZ is BY FAR the cheapest commercial, supported bug system I found. (Yes, we use it and love it.)

Brad (dotnetguy.techieswithcats.com)
Monday, March 31, 2003

There's also request tracker, licensed under the GPL, at http://bestpractical.com/rt/. This seems aimed at what you want, a way to track customer trouble tickets, rather than a bug tracking system. I haven't used it yet, but I plan on it. Commercial support contracts are available too.

Glenn
Monday, March 31, 2003

RT is good enough to use for CPAN to track Perl module bugs/requests.[1] (Note that CPAN's main site is a little... different today than most days...)

[1] http://rt.cpan.org/

Chris Winters
Monday, March 31, 2003

No, we've never used FogBugz.  I think it looks very cool and extremely useful, but we're not paying for MSFT licences.  Once our sysadmin gets gforge up and running, I'll tell you if I like it.

Nat Ersoz
Monday, March 31, 2003

$99 isn't even worth talking about.  Javier: Stop reading this, go tell your boss you've found the solution, and buy FogBugz.

Alternatively, you can go with an even cheaper option for 45 days:

http://try.fogbugz.com/

Dave
Tuesday, April 01, 2003

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