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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 entitled Comparison of issue tracking systems.

Freely Available Tracking Systems

Keystone
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 http://www.stonekeep.com/keystone.html
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). http://www.tt.isnmg.com/

RT
Jesse Vincent's fine, reliable and feature rich RT request tracker. See http://www.bestpractical.com/rt/ Current version is 2.0.13 as of March, 2002.
jesse reed vincent -- jrvincent@wesleyan.edu -- jesse@fsck.com
Mailing list at rt-devel@lists.fsck.com with archives at http://lists.fsck.com/
Asset tracker add on: http://atwiki.chaka.net/

Roundup
Written in Python, web interface, looks interesting. http://roundup.sourceforge.net/

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 is richard@users.sourceforge.net.

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.

reqadm
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. ftp://ftp.intel.com/pub/reqadm/ Now at http://reqadm.sourceforge.net/.

perldesk
By John Bennett of JBServe hosting, is a "full featured help desk system" written in Perl and using MySQL. Likely worth a look.

Double Choco Latte
Double Choco Latte provides basic project management, work orders, and call center tickets. http://dcl.sourceforge.net/
Zentrack
All in one -- project management, bug tracking, support tickets. PHP, MySQL http://sourceforge.net/projects/zentrack/
OTRS
Open source Ticket Request System. Admin, agent and end-users interfaces. Multi-language support. Integrated stats and graphs. Commercial support available from the authors. Looks interesting. http://otrs.org/
TuxMonkey Issue Tracker
Grew out of work at RedHat, PHP, MySQL/PostgreSQL, etc. Seems to be worth a look. http://issue-tracker.sourceforge.net/
req
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
Rust was described in a Chicago LISA (1996?) paper by Craig Ruefenacht, and was a new implementation, drawing on some of the features of req. Rust was formerly available at ftp.eng.utah.edu but that changed when the author, Craig Ruefenacht craig@servanet.com moved to a different job. There might be a reference at http://www.eng.utah.edu/~ruefenac and the mailing list at rust@eng.utah.edu may also still exist. There were also two other Rust mailing lists: (October 21, 1998)

reqng
req next generation -- currently appears to be mostly dormant. Possible references, in descending order of likelihood:

tkreq
TCL interface to reqng and req http://www.cs.wisc.edu/~jmelski/tkreq/manual.html Eric Melski -- jmelski@cs.wisc.edu

webreq
Web interface for reqng http://webreq.ml.org/
Colin Cyr -- ccyr@sycore.ml.org

wreq
Another web interface to req(ng) http://www.math.duke.edu/~yu/wreq

Bugzilla
The Mozilla project bug/defect tracking software http://www.mozilla.org/projects/bugzilla/
JitterBug - from the Samba project
http://samba.anu.edu.au/jitterbug/

Debian bug tracking software
by Ian Jackson http://www.chiark.greenend.org.uk/~ian/debbugs/

gnats - cygnus??

PTS/Xpts - Problem Tracking System
http://www.halcyon.com/dean/pts/pts.html Unchanged since 1995

Commercial Tracking Systems

Remedy

Keystone
"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 browser (No javascript, No frames)"
http://www.stonekeep.com/

Other Tracking References

Free Issue and Bug Tracking Software
Edd Dumbill has a list of (mostly) free issue tracking systems: http://usefulinc.com/edd/notes/IssueTrackers
Call Center, Bug Tracking and Project Management Tools for Linux
Includes free and commercial references
http://linas.org/linux/pm.html maintained by Linas Vepstas linas@linas.org

Problem Management Tools Summary
http://www.iac.honeywell.com/Pub/Tech/CM/PMTools.html maintained by David W. Eaton dwe@eng.iac.honeywell.com






LISA '13

John Sellens is teaching "Nagios: Advanced Topics" at the 2013 USENIX LISA System Administration Conference in Washington, DC, November 3-8.



LISA '13
(The Preceding is Free Volunteer Advertising for Worthy Causes)

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