The ITSM suite is not really meant for tracking bugs. If you want an application that resides in Remedy, I believe that BMC does sell an application intended for that purpose. If you don't care if it's in Remedy, then there are quite a number of tools out there (both free and commercial) for tracking defects and enhancement requests. For example, I believe you can use Bugzilla for free. In any case, I would recommend not trying to shove a square peg in a round hole by trying to fit it into ITSM somehow. Find an actual bug-tracking tool that meets your needs and use that. You could also potentially write your own little custom Remedy app for tracking bugs if you wanted. That would at least let you easily create a bug directly from an Incident ticket if you wanted.
Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Wednesday, April 01, 2009 5:11 PM To: arslist@ARSLIST.ORG Subject: Bug Tracking and ITSM suite ** My user base has been using Incident Management as a de facto bug tracking tool for some time now. They just set an Incident to 'Pending' and when they get around to fixing the bug, they resolve the Incident. This results in Incidents being in 'Pending' for literally years sometimes. Now our senior management would like us to start paying more attention to our Mean Time to Repair statistic, and having Incidents open for a really long time makes that stat less reliable. I also just got a request from someone to add a 'Status Reason' of 'Bug Fix' to the Pending Status, and I said 'I don't think we want to do that'. I don't know where in the ITSM Suite to point her, though for a better bug tracking tool. Could we use 'Known Errors' in Problem Management as a sort of Bug Tracker? What are other shops doing? We're currently on ITSM 7. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
