Problem tracking systems

[Keith Pilotti <qualcomm.com">kfp]

Hi Everyone!

We are in need of a more automated problem tracking system at our site.

Please share with us your solution(s) in terms of available tools, products,
and general advice.

We are looking at GNATS, and want other tools to evaluate as well.  Commercial
solutions are OK.  We need to support users on UNIX, Mac, PC (windows,
OS/2, even d-d-d-d-DOS), and VMS platforms (in that order of importance).

Currently, we have a staff of twenty or more people, each with various
responsibilities and knowledge.  Problem reports from users get passed around
until someone comes up with a solution.  Often, discussions between multiple
people are required.

While we have had reasonable success in not "dropping" very many requests, it
is stressful and inefficient having everyone manually maintain and followup on
problems.  It is particularly important when the team leaders are held
responsible for knowing the state of all projects/problems under their
jurisdiction.

Any and all suggestions will be appreciated.

Thanks!
+Keith

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Keith F. Pilotti                                KFPQualcomm.Com
Qualcomm Incorporated                           UNIX Systems Management Team
10555 Sorrento Valley Road                      +1 619 597-5551 (Voice)
San Diego, CA 92121-1617                        +1 619 455-0571 (FAX)