John's Problem Tracking Page
This is the start of a modest collection of references to
problem tracking systems.
I first publically referred to this page in my article
On Reliability -- Your Users which should have
appeared in the February 1999 issue of ;login:.
Please let me know what I've missed.
Currently, I've missed any sort of real descriptions on any of this.
And this is certainly not very well organized.
See Also Wikipedia
Wikipedia contains an entry
Comparison of issue tracking systems.
Freely Available Tracking Systems
Keystone is a web-based, SQL-backed, problem management system.
A quick look suggests to me that it's primarily intended for
bug tracking and similar sorts of things. Worth a look.
In reasonably active development - see
Historical note: It had been abandoned for a while, but Dave Belfer-Shevett
has re-acquired it, and Keystone is now back in active development.
- Tech Tracker
Tracking plus hardware asset tracking, uses PostgreSQL
as the database back end.
You can tie a request to a particular piece of hardware.
Looks interesting, but perhaps somewhat early and under development
(as of Oct 3, 2001).
Jesse Vincent's fine, reliable and feature rich RT request tracker.
Current version is 2.0.13 as of March, 2002.
jesse reed vincent -- firstname.lastname@example.org -- email@example.com
Mailing list at firstname.lastname@example.org with archives at
Asset tracker add on:
Written in Python, web interface, looks interesting.
Here's the "blurb" from the announcements:
Roundup is a simple-to-use and -install issue-tracking system with
command-line, web and e-mail interfaces. It is based on the winning design
from Ka-Ping Yee in the Software Carpentry "Track" design competition.
Note: Ping is not responsible for this project. The contact for this project
Roundup manages a number of issues (with flexible properties such as
"description", "priority", and so on) and provides the ability to (a) submit
new issues, (b) find and edit existing issues, and (c) discuss issues with
other participants. The system will facilitate communication among the
participants by managing discussions and notifying interested parties when
issues are edited. One of the major design goals for Roundup that it be
simple to get going. Roundup is therefore usable "out of the box" with any
python 2.0+ installation. It doesn't even need to be "installed" to be
operational, though a disutils-based install script is provided.
It comes with two issue tracker templates and three database back-ends.
Back-ends for relational databases are being developed.
By Steve Willoughby and others at Intel, who presented a
paper on reqadm
at LISA XIII in 1999.
Featureful, reasonably high volume, primarily in C++, worth a look.
Currently (April 2002) at version 1.2.3.
By John Bennett of JBServe hosting,
is a "full featured help desk system" written in Perl and
Likely worth a look.
- Double Choco Latte
Double Choco Latte provides basic project management, work orders,
and call center tickets.
All in one -- project management, bug tracking, support tickets.
Open source Ticket Request System.
Admin, agent and end-users interfaces.
Integrated stats and graphs.
Commercial support available from the authors.
- TuxMonkey Issue Tracker
Grew out of work at RedHat, PHP, MySQL/PostgreSQL, etc.
Seems to be worth a look.
Remy Evard's req from Northeastern University.
I've updated it slightly, applied a few fixes, and
enhanced it to handle areas.
See this directory
for the software and some documentation.
But in general, consider this software that is past its prime.
Rust was described in a Chicago LISA (1996?) paper by Craig Ruefenacht,
and was a new implementation, drawing on some of the features of
Rust was formerly available at
ftp.eng.utah.edu but that changed when the author,
Craig Ruefenacht email@example.com
moved to a different job.
There might be a reference at
and the mailing list at
may also still exist.
There were also two other Rust mailing lists:
(October 21, 1998)
req next generation -- currently appears to be mostly dormant.
Possible references, in descending order of likelihood:
TCL interface to reqng and req
Eric Melski -- firstname.lastname@example.org
Web interface for reqng
Colin Cyr -- email@example.com
Another web interface to req(ng)
The Mozilla project bug/defect tracking software
- JitterBug - from the Samba project
- Debian bug tracking software
by Ian Jackson
- gnats - cygnus??
- PTS/Xpts - Problem Tracking System
Unchanged since 1995
Commercial Tracking Systems
"Keystone is a web-based tool for managing a small
to medium sized IT department. Its primary use is for
tracking problems and tickets within the department,
but also includes contact and resource management,
all tightly integrated . The system is entirely Web
based, and has extremely low requirements for the
Other Tracking References
- Free Issue and Bug Tracking Software
Edd Dumbill has a list of (mostly) free issue tracking systems:
- Call Center, Bug Tracking and Project Management Tools for Linux
Includes free and commercial references
maintained by Linas Vepstas
- Problem Management Tools Summary
maintained by David W. Eaton