Re: [SLUG] request tracker -- worth it?
On Sat, 12 Jul 2003 07:19 am, [EMAIL PROTECTED] wrote: On Mon, 7 Jul 2003 [EMAIL PROTECTED] wrote: We use HEAT over 6 campuses and it is a pile of steaming dog faeces, and that's being polite - someone was 'hand in glove' with the supplier which is why we have it It seems this field is riven with bad software. I've used Remedy/ARS in a past job, and it was baaad. And I think it's the market leader! It is. A dog. And a market leader. It's not as bad as version 3, though. We've just installed the latest version of HEAT and it's marginally better, the company having changed hands... Version 5 I think... Clarify is worse, though. The local nickname for it is Horrify. That name still gives me nightmares The only HD system I've ever used that cam close to doing what I wanted was a thing called QUANTUM, which the RTA used to run (Unix based !!). jon -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
On Mon, 7 Jul 2003 [EMAIL PROTECTED] wrote: We use HEAT over 6 campuses and it is a pile of steaming dog faeces, and that's being polite - someone was 'hand in glove' with the supplier which is why we have it It seems this field is riven with bad software. I've used Remedy/ARS in a past job, and it was baaad. And I think it's the market leader! It is. A dog. And a market leader. It's not as bad as version 3, though. :-) Clarify is worse, though. The local nickname for it is Horrify. DaZZa - who works where they currently run *3* completely seperate tracking systems depending on client. -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
At Mon, 7 Jul 2003 22:45:14 +1000, mlh Matthew Hannigan wrote: How about gnats? Anyone work with that? I used/set it up once about 4 years ago. I probably prefer gnats to RT, but gnats is *heavily* email based so probably only suitable for power users (ie: people who are comfortable with text). We use RT at work and it works fine. The extent to which you can customise it (if you know perl) is a big plus - we've done all sorts of rude things to it (makes upgrading to RT3 harder though ;) (re interface: I think the dense interface is a plus too, since the people who use it use it every day. We don't have casual guest users like an open-source project might have) -- - Gus -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
[SLUG] request tracker -- worth it?
I've been looking for issue/problem/request tracking software, and have send RT (request tracker) (http://bestpractical.com) recommended in many places. I've had a go at installing it but I must say it is _the_ most difficult program I have had to install from source in over 10 years. It seems extraordinarily sensitive to versions in all it's bits (perl, perl modules, mysql, apache modules), and even if I do get it running I suspect it's going to be hell to maintain/fix. To my question ... is it worth it? Is it really so much better than other request/issue/problem trackers? e.g. scarab.tigris.org for instance? Does anyone have any other suggestions? Regards, Matt PS. I'd post this to the RT list, but I'd rather not offend them, and I think I've seen a few RT users on this SLUG list. -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
On 7/07/2003 8:55 PM +1000, [EMAIL PROTECTED] wrote: I've been looking for issue/problem/request tracking software, and have send RT (request tracker) (http://bestpractical.com) recommended in many places. Well spotted. :) I've had a go at installing it but I must say it is _the_ most difficult program I have had to install from source in over 10 years. It seems extraordinarily sensitive to versions in all it's bits (perl, perl modules, mysql, apache modules), and even if I do get it running I suspect it's going to be hell to maintain/fix. Yes, it does need about 5384384343 perl modules. It does come with a script to find all its dependencies and install them for you using CPAN. I had no trouble doing it this way. To my question ... is it worth it? Is it really so much better than other request/issue/problem trackers? e.g. scarab.tigris.org for instance? Does anyone have any other suggestions? IMHO, it is worth it - specially for version 3. It's a huge improvement over version 2. It does take a little bit of reading to get used to it's permissions system but once you get the hang of it you'll love it. HTH and regards, Gonzalo -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
quote who=[EMAIL PROTECTED] I've been looking for issue/problem/request tracking software, and have send RT (request tracker) (http://bestpractical.com) recommended in many places. To my question ... is it worth it? Is it really so much better than other request/issue/problem trackers? e.g. scarab.tigris.org for instance? Does anyone have any other suggestions? I have a personal grudge against RT, but it certainly serves a large number of companies (especially support and ISP admin groups) very well. So, it has penetration, if not taste. Battle on with it first, I'd say. :-) - Jeff -- Get Informed: SCO vs. IBMhttp://sco.iwethey.org/ That whole 'you complete me' thing is just tragic and totally unrealistic. Go complete yourself. - Anon -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
On Mon 07 Jul, Jeff Waugh bloviated thus: I have a personal grudge against RT, but it certainly serves a large number of companies (especially support and ISP admin groups) very well. So, it has penetration, if not taste. Battle on with it first, I'd say. :-) If you have a personal grudge, what's the alternative. I can certainly tell people a commercial product they must avoid: PVCS Tracker. It's _WOEFUL_. -- Rev Simon Rumble [EMAIL PROTECTED] www.rumble.net If we suffer tamely a lawless attack upon our liberty, we encourage it, and involve others in our doom. - Samuel Adams -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
On Mon, 2003-07-07 at 21:59, Rev Simon Rumble wrote: On Mon 07 Jul, Jeff Waugh bloviated thus: I have a personal grudge against RT, but it certainly serves a large number of companies (especially support and ISP admin groups) very well. So, it has penetration, if not taste. Battle on with it first, I'd say. :-) If you have a personal grudge, what's the alternative. I can certainly tell people a commercial product they must avoid: PVCS Tracker. It's _WOEFUL_. We use a product called HEAT. We are onto our third training session on how to use it. They still have not figured out it is a dog :-( What is wrong with issuezilla? -- Ken Foskey [EMAIL PROTECTED] -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
quote who=Ken Foskey What is wrong with issuezilla? Issuezilla is Sun's renamed Bugzilla because they're politically correct and customer friendly. :-) The trouble with bugzilla is that it doesn't include much in the way of queueing, as a ticket tracking system such as RT does. RT takes half the crack of bugzilla, and adds fork-in-they-eye interface design on top. But some people love it! :-) (In answer to Simon's question - there is no competitive alternative, much to my chagrin.) - Jeff -- linux.conf.au 2004: Adelaide, Australia http://lca2004.linux.org.au/ What inspired you to become a bus driver? Linus Torvalds. -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
On 7/07/2003 10:10 PM +1000, Jeff Waugh wrote: (In answer to Simon's question - there is no competitive alternative, much to my chagrin.) I've heard good things about Cerberus Helpdesk [http://www.cerberusweb.com]. Not too expensive either. Best regards, Gonzalo -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
RE: [SLUG] request tracker -- worth it?
-= We use a product called HEAT. We are onto our third -= training session on how to use it. They still have not -= figured out it is a dog :-( We use HEAT over 6 campuses and it is a pile of steaming dog faeces, and that's being polite - someone was 'hand in glove' with the supplier which is why we have it -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
On Mon, 7 Jul 2003 22:43:19 +1000 Jon Biddell [EMAIL PROTECTED] wrote: -= We use a product called HEAT. We are onto our third -= training session on how to use it. They still have not -= figured out it is a dog :-( We use HEAT over 6 campuses and it is a pile of steaming dog faeces, and that's being polite - someone was 'hand in glove' with the supplier which is why we have it It seems this field is riven with bad software. I've used Remedy/ARS in a past job, and it was baaad. And I think it's the market leader! Matt -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
Try Debian, it does make it alot less painful. there are packages for unstable for rt2 I think. and the excellent perl packaging makes it alot easier on woody dave - Original Message - From: [EMAIL PROTECTED] OK, I'll persevere a little more, but it's hurting. -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
quote who=Gonzalo Servat On 7/07/2003 10:10 PM +1000, Jeff Waugh wrote: (In answer to Simon's question - there is no competitive alternative, much to my chagrin.) I've heard good things about Cerberus Helpdesk [http://www.cerberusweb.com]. Not too expensive either. Yeah, sorry: s/alternative/alternative in the Free World/ - Jeff -- Get Informed: SCO vs. IBMhttp://sco.iwethey.org/ Are you XFire's crazy girlfriend? And if so, shine on you crazy diamond! - Paul Cameron -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
This one time, at band camp, [EMAIL PROTECTED] wrote: I've had a go at installing it but I must say it is _the_ most difficult program I have had to install from source in over 10 years. It seems extraordinarily sensitive to versions in all it's bits (perl, perl modules, mysql, apache modules), and even if I do get it running I suspect it's going to be hell to maintain/fix. It's pretty hard the first time, but once you know what it wants to do, it's easy to do. I have rpms of RT3 and the supporting CPAN modules that aren't in RH, and run it with mod_fastcgi. I can make some spec files and rpms available if you like. To my question ... is it worth it? Is it really so much better than other request/issue/problem trackers? e.g. scarab.tigris.org for instance? Does anyone have any other suggestions? Never heard of scarab. There were no other ticketing systems when I looked, RT is the best of a bad bunch, imho. It's getting better all the time though. -- [EMAIL PROTECTED] http://spacepants.org/jaq.gpg -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
Jeff == Jeff Waugh [EMAIL PROTECTED] writes: Jeff quote who=Gonzalo Servat On 7/07/2003 10:10 PM +1000, Jeff Waugh wrote: (In answer to Simon's question - there is no competitive alternative, much to my chagrin.) I've heard good things about Cerberus Helpdesk [http://www.cerberusweb.com]. Not too expensive either. Jeff Yeah, sorry: s/alternative/alternative in the Free World/ I've used gnats, jitterbug and req. Gnats is more of a problem report handler; jitterbug and req (which is unfortunately no longer maintained) more of a trouble ticket handler. http://www.generalconcepts.com/resources/tracking/ has a summary of lots of trouble ticket systems. Peter C -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
quote who=Peter Chubb (In answer to Simon's question - there is no competitive alternative, much to my chagrin.) I've heard good things about Cerberus Helpdesk [http://www.cerberusweb.com]. Not too expensive either. Jeff Yeah, sorry: s/alternative/alternative in the Free World/ I've used gnats, jitterbug and req. Gnats is more of a problem report handler; jitterbug and req (which is unfortunately no longer maintained) more of a trouble ticket handler. Emphasis on competitive. RT is hideous, but it does the job. :-) - Jeff -- Get Informed: SCO vs. IBMhttp://sco.iwethey.org/ For a list of reasons why technology has failed to improve our lives, please press 3. -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
Jeff == Jeff Waugh [EMAIL PROTECTED] writes: Jeff quote who=Peter Chubb (In answer to Simon's question - there is no competitive alternative, much to my chagrin.) I've heard good things about Cerberus Helpdesk [http://www.cerberusweb.com]. Not too expensive either. Jeff Yeah, sorry: s/alternative/alternative in the Free World/ I've used gnats, jitterbug and req. Gnats is more of a problem report handler; jitterbug and req (which is unfortunately no longer maintained) more of a trouble ticket handler. Jeff Emphasis on competitive. RT is hideous, but it does the Jeff job. :-) Have you tried RoundUp? http://roundup.sourceforge.net/ It's written in Python which (for someone with a perl loathing) is an advantage. I haven't tried it, but have heard good things about it. It *does* appear competitive with RT. -- Dr Peter Chubb http://www.gelato.unsw.edu.au peterc AT gelato.unsw.edu.au You are lost in a maze of BitKeeper repositories, all slightly different. -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
Re: [SLUG] request tracker -- worth it?
This one time, at band camp, Peter Chubb wrote: Jeff == Jeff Waugh [EMAIL PROTECTED] writes: Jeff quote who=Peter Chubb (In answer to Simon's question - there is no competitive alternative, much to my chagrin.) I've heard good things about Cerberus Helpdesk [http://www.cerberusweb.com]. Not too expensive either. Jeff Yeah, sorry: s/alternative/alternative in the Free World/ I've used gnats, jitterbug and req. Gnats is more of a problem report handler; jitterbug and req (which is unfortunately no longer maintained) more of a trouble ticket handler. Jeff Emphasis on competitive. RT is hideous, but it does the Jeff job. :-) Have you tried RoundUp? http://roundup.sourceforge.net/ It's written in Python which (for someone with a perl loathing) is an advantage. I haven't tried it, but have heard good things about it. It *does* appear competitive with RT. At a first glimpse, it looks less customisable than RT -- the bug/wish/critical sections on the demo for example. (caveat, I haven't looked to see how that's being done, if it's a local configuration or not) RT allows you to do whatever you like with tickets, you can define your own structure, labelling, presentation of tickets to fit your requirements. RT is really quite powerful, but that makes the design of the system quite haard to grasp initially. perhaps some of it is unnecessarily complex, but the default setup is good enough to get started and tweak. The documentation is pretty light, but the mailing list is useful for understanding how things are done the RT way. -- [EMAIL PROTECTED] http://spacepants.org/jaq.gpg -- SLUG - Sydney Linux User's Group - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
