Re: Problem tracking systems

[fullsail.llnl.gov">jms]

> 
> 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

Hey Keith,

You should try "request".  It's a perl script that uses a dbm file to
store and track requests.  Request has lots of functionality including
weekly and monthly reports.  Request is curses based and uses sendmail
to notify sys admin and users of new, updated, and closed requests.

You can ftp (anonymous) request from pearl.s1.gov.  The version of 
request you want is /pub/request2.1.1.tar.Z.

-Jim-
------
James M. Sharp
Lawrence Livermore National Laboratory
(510)422-5963
jmsllnl.gov