Another idea. One of the users of our ActionProgram Manager has the following
bug tracking process for bug reports from users. They said:
1. Bug reports from users come into the help desk application.
2. Because they are bug reports, they are assigned to the Change Control Board.
3. The Change Control Board looks at it and decides if it is a change or a
project.
If it's a project, use the Bug Fix Project Plan template to spawn the project
record and all the tasks in the template.
4. The last task is "Implement the fix" and that's done in Operations, so when
they come to that task, use workflow to create a change request, and use
workflow to notify the person in Operations that there is a new change request.
5. The person in Operations implements the fix and closes the change request.
When they do, use workflow to a) close the last task in the project, b) close
the project record since all of the tasks are completed (standard in
ActionProgram Manager anyway), c) close the original help desk ticket, and d)
notify the user that the bug has been fixed.
Very cool.
When you think about the thread last week about incorporating an SDLC and
release management, that's another variation of this same concept: the idea of
incorporating program management functionality into your workflow processes.
Our users tell us that this is one of the big benefits of using a Remedy-based
program management system.
Stan.
w. 310-230-1722.
www.pri-us.com
----- Original Message -----
From: Axton
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Wednesday, April 01, 2009 6:36 PM
Subject: Re: Bug Tracking and ITSM suite
** Well said
Axton Grams
On Wed, Apr 1, 2009 at 6:21 PM, Lyle Taylor <tayl...@ldschurch.org> wrote:
**
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
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