Bug tracking systems (BTS) are simple tools for a very complex problem - tracking and managing defects, bugs, issues and problems. Companies that use BTS can get some improvements in productivity. BTS gives you the ability to assign categories to bugs, and then analyze according to those categories.
If you are involved in something very complex there is a lot of value in using a simple tool. It is simpler to learn, simpler to use and simpler to do what it is you need to do. Complex tools that try to integrate with other areas of the project's management carry a much higher overhead in learning, using and doing. Often complex tools are left on the shelf and paper-based systems used by the teams doing the work.
Bug tracking tools provide a means of consolidating a key element of project information in one place. When a bug is found, a tester or quality analyst records the bug and the steps needed to reproduce it. A developer will then fix it and tell the tester it has been fixed. The tester will then check the bug has really been fixed, and close it. Project managers can then see which bugs have been fixed, which are outstanding and how long it is taking to fix defects. Senior management can use reports to understand the state of the development process.
For any but the simplest projects, it is hard to keep track of what bugs have been detected, and which of them have been fixed. As well as automating this process, bug tracking tools make possible to produce some metrics and reports which, if not overdone, can be useful.
Because you have an instantly available database of bugs you can take steps that help to lessen their number. Even a simple summary reports showing how many show stopper bugs are still unfixed in your software, or how long it is taking on average to fix high priority bugs have a great value.
Reduced clerical overhead is another benefit.
Because there are so many bug-tracking and ticketing systems, I've split the list into two: Open Source and Commercial. Note some important gray areas between the open source and commercial packages: some of the open source packages are commercially supported and widely used; whereas some of the commercial packages have small customer bases and are barely supported. Some of the commercial packages, e.g. Keystone, makes broad use of open source technologies for its implementation, and is *almost* open source (whatever that means). Some of the commercial packages make source code available at a very modest price.
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Bugzilla
- WebCall
- WebCall is a web-based trouble
ticketing system. It distinguishes itself from many other systems by
including reports and graphs, such as a
bar chart of tickets opened by month, or a
pie chart of calls by customer. Can export to spreadsheets (excel
format). The technology is Perl5 cgi-bin's backed onto the MySQL database.
GPL'ed.
- TouxDoux
- TouxDoux is a project to
create a task manager. It currently seems to be somewhere between the alpha
and beta stage, and is possibly usable as a personal task manager. The GUI is
GTK/Gnome-based; the data store is SQL (Postgres or MySQL). Its not clear if
any multi-user/groupware features are planned.
- The database structure is completely user definable. That is, the user can define the names, meanings any types of fields associated with a task. This allows the system to be modified to fit the needs of different offices, different individuals, different styles.
- Gantt and PERT charts via plugin. These look very raw right now, alpha-level/proof-of-concept.
- Roundup
- Roundup is a project
to create an issue tracker in Python. In the alpha/beta stage. The primary
strengths of this project is its acute attention to user interface and
usability issues.
- ProManager
- ProManager is a
task-tracking tool. Uses a PHP front-end, various SQL backends. Translated to
16 languages. Public-domain license. Currently very basic in the set of
features that it offers, although it does a few things other basic packages
don't: Support for authenticated users (users must login), hierarchical tasks
(tasks can have sub-tasks), e-mail/SMS notification, ability to assign tasks
for first free user on a queue.
Screenshots
- RT
- RT is an web-based
trouble-ticketing system. Tickets can be opened by email, web or command
line. Written in perl, MySQL backend. Similar to Req and RUST in that email
is fundamental part of the system. GPL'ed. Seems to handle basic functions
rather well, and since this system has been around for quite a while, the
rough spots are probably worn smooth. Nice new search feature.
Screenshots.
Includes several mailing lists, and list archives. Development of version 2.0
in active development.
- ReqNG
- ReqNG is a email-based
trouble-ticketing system. Written in perl, flat-file(?) backend. Traces its
lineage back to the original Req (see below). GPL'ed. Seems to do a good job
handling all the basics, and since this system has been around for a while,
it should be comfortable to use. There are many adjunct developments that
include a WWWReq, a
web-based interface (screenshots),
TkReq, a tcl/tk client
front-end (screenshot),
and xreq, a Motif front-end.
- Bugzilla
- Bugzilla is a bug-tracking
spinoff from the Mozilla group. Web based, implemented in perl with MySQL as
a back end, its solid in appearance and is used by a number of high-traffic
web sites. This is a major system; read more about its features
here. Download source
here.
- GNATS (aka PRMS)
- The GNATS/PRMS
Gnu Bug Tracking System has been the cornerstone of Free Software bug
tracking systems. The core is command-line, e-mail based, allowing additional
tools and GUI wrappers to be created for it. These include wwwgnats, a web
interface, and TkGnats, a Tk interface.
- Commercial support is provided by Cygnus Solutions.
- The official GNU FTP Site provides access to the older, stable version of GNATS.
- TkGnats provides a nice Tk-based GUI interface to Gnats for most Unix platforms, as well as 95/NT.
- Cyclic Software's GNATS Page.
Do not confuse with the GNU GNAT tool, the GNU Ada95 Translator.
- Double Choco Latte
- Double Choco Latte is a basic
web-based trouble-ticketing system. Implemented in PHP, with PostgresSQL or
MySQL backends. GPL'ed. Sourceforge project.
Screenshots. Provides basic job
estimation and time-tracking, and a statistics page that totals hours worked.
Requires Javascript-enabled browsers.
- Teacup
- Teacup is a web-based
trouble-ticketing system. Implemented in Perl, with a PostgresSQL back-end.
GPL'ed. Includes basic support for work estimation, time-tracking, and
billing of work to an account. Two live demo pages: the
customer
(originator) interface and the
responder
database (requires username test password test). (This
system is still in development: e.g. There seems to be no way for a customer
who opened a ticket to add additional material to the ticket, or otherwise
edit the ticket, or cancel it. Another missing feature: problem descriptions
are not properly logged: a malicious or incompetent technician could erase or
mis-modify the original problem description.)
- JitterBug
- JitterBug is a
simple web based bug tracking system developed by the Samba Team to handle
the huge volume of mail they get at the samba-bugs mail alias. They have been
using the system since October 1997 with very good results. JitterBug is
written in C and runs as a CGI program under your web server. Uses a
flat-file backend. Messages enter the system via email or a web interface. It
is available under the GPL.
Features:
- very simple operation. No maintenance to do, just use it via the web.
- built in mailer for answering bug reports
- built in ability to create/use/modify FAQ entries
- each user can edit (via the web) their own preferences for screen layout, colors etc.
- guest and non-guest interface
- has handled over 2500 bug reports (well, mostly help requests!) for the Samba team over the last few months.
- logs an audit trail for each message
- wreq
- wreq is
trouble-ticketing system. Features web and email interfaces. wreq is designed
to be distributed, using a hierarchy of master and departmental servers --
useful not only for load-balancing, but, probably more importantly, to let
different political/administrative groups control their own servers. It not
only tracks work requests, but provides facilities for publishing FAQ's and
HOWTO's across the server hierarchy. Implemented in perl, using gdbm as the
database back-end.
- PHP HelpDesk
- PHP Helpdesk is a
project to create a PHP-based bug-tracking system. Hooks up to a MySQL
backend. Currently supports only the basic functions (ticket creation,
viewing and search). Administration and configuration (such as
addition/deletion of new users, projects, categories) is also through
web-based dialogs. See home page for screenshots. Sourceforge project.
- BTT - Bluetail Ticket Tracker
- Bluetail Ticket Tracker is a
basic trouble-ticketing system. Written in Erlang, and thus runs on Windows
as well as Linux. GPL'ed.
- Tracker
- Tracker
is a Zope-based WikiWiki-style bug tracking system. Seems to support the
basic bug-tracking features.
- Debian Bug Tracking System
- The Debian Bug
Tracking System is an e-mail based system with a web-based report
generator. It is in active use by the
the Debian project.
Features:
- All manipulation of reports done by email; developers do not need on-line web access or accounts on the host system.
- Each report has a separate email address for submission of additional information.
- Bug reports can be viewed by the web, or e-mail.
- Core functions do not require CGI scripts.
- The Debian Project's instance has handled 16000 reports over the past 3-4 years, and currently has a database of 5000 reports totalling 90Mb (January 1998).
- GPL'd.
The web interface will sorely disappoint web users used to web-based bug tracking tools. The web display does not use HTML tables for layout, and thus the pages look very raw. E-mail headers on the bug submissions are not trimmed, and thus most of the web page is filled with with cryptic-looking, dense, and not very important email headers. There is no way to manipulate reports from the web interface. Most customization, as to projects, sub-projects and states has to be done by hand by editing configuration files. There is no support for user authentication, nor for user-based permissions. There are a few scattered utilities on the net to create graphs and reports.
- PHPSAT
- PHPSAT PHP System
Administrator's Tool. Its an issue tracker.
- HelpDesk Perl
- HelpDesk is
a web-based trouble-ticketing system. Written in perl (Apache/modperl), with
MySQL as the back end. GPL'ed. Currently, supports only the most basic
function. Screenshot.
- Open Track
- The OpenTrack
defect and enhancement tracking system was originally distributed by OSF, and
is maintained as an open-source project by
AccuRev. Defects/change requests are
stored in a flat-file system. Has both TCL and Web interfaces. Ported to NT.
Does not appear to nurture any sort of user community. Source is available
but oddly packaged. It comes under the OSF Free License.
- Job Control System (JCS)
- Job Control System (JCS) is a GPL'ed trouble-ticket package. Done up with Bourne-shell CGI scripts working from a flat-file database. Support can be purchased from Bynari International
Old News ;-)
Project details for Anthill Bug Manager
The Anthill Bug Manager is a tool that aids code development by keeping track of bugs in a medium-sized coding environment. It accomplishes this with a clean, simple, and fast interface that contains the essential features, but avoids the complexity associated with similar tools. It is written in Perl, requires an SQL database as a backend, and is Web server independent.
Project details for Scmbug
Scmbug is a system that integrates software configuration management (SCM) with bug-tracking. It aims to be a universal tool that will glue any source code version control system (such as CVS, Subversion, and Arch) with any bug-tracking system (such as Bugzilla and Mantis).
Project details for Bug Traction
Bug Traction is a Web-based bug tracking system written in Perl with DBI. It is based on Bugtrack, but adds a number of features. It should work in all situations where Bugtrack works, but there are features that have been added (such as attachments) that may not yet work with any database backend other than MySQL. In all other respects, Bug Traction is true to the Bugtrack heritage which it shares and should work on a variety of platforms and with a variety of database backends.
Project details for OTRS
OTRS (Open Ticket Request System) is an open source Ticket Request System and email management system with many features to manage customer telephone calls and email. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. It is useful for people who receive many emails and want to answer them with a team of agents. It has been tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x, and Windows.
OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the OTRS!
It is distributed under the GNU General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows.
The ((otrs)) company provides commercial services (e.g. support, consulting, pre-build-systems, etc.) for the OTRS (English and German).
Try our demo system to get an impression of this kind of magic.
PerlDesk PerlDesk
To install PerlDesk you need the following software on your computer:
Perl (www.perl.com / www.activestate.com)
MySQL (www.mysql.com)
Web Server e.g. Apache
Perl Modules (www.cpan.org)
DBI / DBD::MySQL
Digest::MD5
PerlDesk Features / Overview
Using PerlDesk in your organization will make your user emails/support requests easy to track and manage, it allows staff members to be assigned to single or multiple departments saving time assigning user requests.
PerlDesk makes submitting tickets easy for users, by allowing two methods:
Direct Email Submission
Users can send email to your company which will be logged, assigned to a specific department and given a tracking number. You can setup multiple incoming email addresses allowing you to completely manage user communications.
Web Based Submission
Included in PerlDesk is a web based client area and submission form, where users can login and track/submit any support requests easily.
Client Area Features
The web based user area can optionally be used as a resource for users to submit and track help desk submissions and emails. An overview of the features:
Multiple Language Support
Quick User Signup
File Attachments from web based form
Ability to assign a priority for the request
View support request histor
Submission Tracking without logging in (via submission key)
Unlimited number of users.
Flood Prevention for incoming emails, this only allows a user to submit a request every x seconds.
Searchable Knowledge Base (managed by staff members)
Staff Area Features
An additional section of PerlDesk is the staff area, this is where you can allow staff members to login and respond to user requests.
Performance Tracking, staff members can view the % of calls they have closed
Rating Performance, users can rate how helpful a staff member was allowing satisfaction reporting in the administration
Private Staff notes can be set on help desk requests, so that users cannot view them
Assign requests to other departments or staff members
Staff Members can view/attach files when responding to user requests.
Easy call display, showing Emergency, new and open requests
Predefined response templates
Knowledge Base management
Ticket notifications
Many, many more features
Administration Area Features
The administration is where you can control all users/bills and the system setup. Some of the main features of the admin area are:
Change layout via the template editor
User Management, including the ability to create user accounts
Manage Staff, view staff members performance and response time
Ticket Overview
Create an unlimited number of support categories
Ban email addresses (bannin an email address will remove its ability to email submissions)
Manage software configuration, many options.
E-mail All Users
E-mail All Staff Members
Search Customers
View online/active staff members
Customize the whole design via the templates very easily
Edit the email response templates
