Ticket Systems
A ticket system, or issue tracking system, or bug tracking system is a central place where users and developers meet to enhance the quality of a (usually software) project. People report problems, bugs, or features requests, so that developers get some feedback from the userbase.
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Criteria
- can be accessed with a normal application and/or web and/or incoming mails
- can send mails (new, notes, change)
- interface with Source management
Developper oriented ticket systems (mostly web)
redmine
The one presently used on freehackers : http://labs.freehackers.org/ can do more than just bugtracking.
(orzel): i'm very happy with redmine as a whole, and especially with the simple-yet-highly configurable tracker. I'm using it on several other places than just freehackers.
It is written in Ruby/RubyOnRails.
Mantis
The one previously used on freehackers and some other places by orzel.
- doesn't handle incoming mail
- latest version try to do lot of other unrelated stuff such as wiki,roadmap.. while the basics aren't there. I was concerned by the lont-term direction for the project, and indeed, i've switched to redmine.
Mantis is written in php.
webissues
Provide a (qt-based) heavy application, or 'Desktop-based user interface' to connect to it. Written in php.
roundup
Once used by Bluebird, ugly interface, but features are ok.
trac
Trac is a complete suite of tools to quickly set an environment for a (usually free) software project. It includes a bugtracker, but also a lot of other stuff.
We've used that for Yzis, and it was keeping on crashing, with an unusable website. (that always needed to be restarted).
bugzilla
The (very) heavy one. It handles incoming mails and has lot of features. On the other hand, the interface is ugly, and very hard to use.
This is written in perl.
phpbt
has been selected as "very good php tool" by some company. Not really tested.
gnats
The gnu official one. Doesn't even have a web interface, i dont know any big project using it.
HelpDesk oriented ticket systems (mostly mail)
Those ones are not really for bugs, more a way to keep track of clients requests with the history of mails exchanged by the company and the client.
otrs
written in perl, quite mail-centric.
in gentoo(www-apps/otrs)
They use bugzilla for their tracking system (!). There's an admin manual, and good documentation. Recommended/used by Opera.
Auto-answer for requests, Creation of own auto answer templates.
Technologies : ajax not sure ("no javascript", but some tickets fix ajax stuff in otrs).
Used by bluebird in its company.
tosca
Released on September 2008 by the 'open source software alliance'.
pro:
- ?
cons:
- developed by linagora (rhooooooooo! am I _bad_).
- based on ruby on rails.
- 2008-09-25 : tried to connect with admin/admin (as said on main page) : "error"
simpleticket
Ruby on rails application created by a .com for its internal use and released under GPL, ajax-enabled :-) Couldn't find any documentation. (only simpleticket/doc/README_FOR_SIMPLETICKET in the tarball).
not in gentoo
osticket
Once closed source, use PHP, has some mail features. Website provides forum and wiki for help/configuration, seems ok.
not in gentoo
request tracker
Once closed source, now GPL. Written in _perl_. They have a feature where people from the company can put private messages not seen by customers. The web interface seems great, though ugly. Users can record queries.
Weak documentation. in gentoo (www-apps/rt)
oneorzero
Presents itself as a 'helpdesk' instead of bugtracker. written in php. Screens look complicated.
not in gentoo
eventum
Written/used by mysql team, great documentation but no screenshots.
not in gentoo
exhohelpdesk
From a company, php,
As of 2008-07-17, the demos don't work (can't connect).
not in gentoo
