Well said Axton Grams
On Wed, Apr 1, 2009 at 6:21 PM, Lyle Taylor <tayl...@ldschurch.org> wrote: > ** > > The ITSM suite is not really meant for tracking bugs. If you want an > application that resides in Remedy, I believe that BMC does sell an > application intended for that purpose. If you don’t care if it’s in Remedy, > then there are quite a number of tools out there (both free and commercial) > for tracking defects and enhancement requests. For example, I believe you > can use Bugzilla for free. In any case, I would recommend not trying to > shove a square peg in a round hole by trying to fit it into ITSM somehow. > Find an actual bug-tracking tool that meets your needs and use that. You > could also potentially write your own little custom Remedy app for tracking > bugs if you wanted. That would at least let you easily create a bug > directly from an Incident ticket if you wanted. > > > > Lyle > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Ron Legters > *Sent:* Wednesday, April 01, 2009 5:11 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Bug Tracking and ITSM suite > > > > ** > > My user base has been using Incident Management as a de facto bug tracking > tool for some time now. They just set an Incident to ‘Pending’ and when they > get around to fixing the bug, they resolve the Incident. This results in > Incidents being in ‘Pending’ for literally years sometimes. Now our senior > management would like us to start paying more attention to our Mean Time to > Repair statistic, and having Incidents open for a really long time makes > that stat less reliable. I also just got a request from someone to add a > ‘Status Reason’ of ‘Bug Fix’ to the Pending Status, and I said ‘I don’t > think we want to do that’. I don’t know where in the ITSM Suite to point > her, though for a better bug tracking tool. > > > > Could we use ‘Known Errors’ in Problem Management as a sort of Bug Tracker? > What are other shops doing? > > > > We’re currently on ITSM 7. > > > > Thanks, > Ron Legters > Tools Administrator > Production and Quality Control > Univar USA Inc. > 425.889.3952 Office > 425.889.4111 Fax > *www.univarusa.com* > > > > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ > > > > NOTICE: This email message is for the sole use of the intended recipient(s) > and may contain confidential and privileged information. Any unauthorized > review, use, disclosure or distribution is prohibited. If you are not the > intended recipient, please contact the sender by reply email and destroy all > copies of the original message. > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
