Simple Change Management Tracking
Hi folks... I'm just looking for some feedback ... we are looking for a *really* simple Change Management ticket system. All we want is a system that does the following: Technician opens ticket requesting a network level or server level change outlining the brief details, severity level and date for work to be performed. Senior technical staff/management review and approve/deny Technician completes change and records information in ticket to have it closed off. Ideal would be some kind of email notification option as well. On the surface, this seems really simple but every option (open source and commercial) wants to tie this into a MUCH larger package solution which we don't need. This is to manage approximately 6 people in a specific group of the company. Any input would be appreciated... Paul The information transmitted is intended only for the person or entity to which it is addressed and contains confidential and/or privileged material. If you received this in error, please contact the sender immediately and then destroy this transmission, including all attachments, without copying, distributing or disclosing same. Thank you.
Re: Simple Change Management Tracking
We use [1]http://www.troubleticketexpress.com/ to do just that. While it leans more towards being a customer support system, we've had no problem using it as our internal provisioning/network maintenance system too. Basic, simple and ties into a SQL db. Bret Paul Stewart wrote: Hi folks... I'm just looking for some feedback ... we are looking for a *really* simple Change Management ticket system. All we want is a system that does the following: Technician opens ticket requesting a network level or server level change outlining the brief details, severity level and date for work to be performed. Senior technical staff/management review and approve/deny Technician completes change and records information in ticket to have it closed off. Ideal would be some kind of email notification option as well. On the surface, this seems really simple but every option (open source and commercial) wants to tie this into a MUCH larger package solution which we don't need. This is to manage approximately 6 people in a specific group of the company. Any input would be appreciated... Paul The information transmitted is intended only for the person or entity to which it is addressed and contains confidential and/or privileged material. If you rec eived this in error, please contact the sender immediately and then destroy this transmission, including all attachments, without copying, distributing or discl osing same. Thank you. References 1. http://www.troubleticketexpress.com/
Re: Simple Change Management Tracking
On Mon, Oct 26, 2009 at 5:19 AM, Paul Stewart pstew...@nexicomgroup.net wrote: Hi folks... I'm just looking for some feedback ... we are looking for a *really* simple Change Management ticket system. All we want is a system that does the following: Hi Paul, Have you considered any of these? [1] Request Tracker -- http://bestpractical.com/ -- Really nice open source ticketing system [2] Bugzilla -- http://www.bugzilla.org -- Another nice tool, built more for the programmer then operations. Used by Mozilla and Redhat for their bug trackers. [3] Atlassian JIRA -- http://www.atlassian.com/software/jira/ -- Commercial tool, also more developer-centric then operations-centric, but should be easily adaptable to your needs. Used by ASF many Apache subprojects. Atlassian recently changed their pricing model to include 10 users for $10. Of the three, I personally prefer JIRA -- to the point of setting up one of the $10 systems to keep up with the honey-do list at home. --D
RE: Simple Change Management Tracking
Thanks very much.. We ran RT for a while but every time a new update came out on CentOS it broke the installation (perl mods), making it a pain to keep running. Bugzilla we haven't tried nor the JIRA. I'll take a look... does JIRA have an approval process or some type? Cheers, Paul -Original Message- From: Duane Waddle [mailto:duane.wad...@gmail.com] Sent: October 26, 2009 7:08 AM To: nanog@nanog.org Subject: Re: Simple Change Management Tracking On Mon, Oct 26, 2009 at 5:19 AM, Paul Stewart pstew...@nexicomgroup.net wrote: Hi folks... I'm just looking for some feedback ... we are looking for a *really* simple Change Management ticket system. All we want is a system that does the following: Hi Paul, Have you considered any of these? [1] Request Tracker -- http://bestpractical.com/ -- Really nice open source ticketing system [2] Bugzilla -- http://www.bugzilla.org -- Another nice tool, built more for the programmer then operations. Used by Mozilla and Redhat for their bug trackers. [3] Atlassian JIRA -- http://www.atlassian.com/software/jira/ -- Commercial tool, also more developer-centric then operations-centric, but should be easily adaptable to your needs. Used by ASF many Apache subprojects. Atlassian recently changed their pricing model to include 10 users for $10. Of the three, I personally prefer JIRA -- to the point of setting up one of the $10 systems to keep up with the honey-do list at home. --D The information transmitted is intended only for the person or entity to which it is addressed and contains confidential and/or privileged material. If you received this in error, please contact the sender immediately and then destroy this transmission, including all attachments, without copying, distributing or disclosing same. Thank you.
Re: Simple Change Management Tracking
Paul Stewart (pstewart) writes: Thanks very much.. We ran RT for a while but every time a new update came out on CentOS it broke the installation (perl mods), making it a pain to keep running. Hi Paul, I'm maintaining RT installs on FreeBSD, Debian, CentOS/RHEL, and so far haven't had any problems. Have you considered using cpan2rpm for the myriad Perl modules required by RT ? Alternatively, there ARE RT36 / RT38 packages for Redhat dists: http://download.fedora.redhat.com/pub/fedora/linux/releases/11/Everything/source/SRPMS/repoview/rt3.html Cheers, Phil
RE: Simple Change Management Tracking
Thanks - we're not really looking for so much a ticketing system as more of a change management approval system I guess. There was a hosted package offering called Sargeant Change at one time but the website disappeared - while I'd rather not have something hosted it was exactly what would work for us... too bad I can't find it any longer. Appreciate the input.. Paul -Original Message- From: Jens Link [mailto:li...@quux.de] Sent: October 26, 2009 7:36 AM To: nanog@nanog.org Subject: Re: Simple Change Management Tracking Duane Waddle duane.wad...@gmail.com writes: [1] Request Tracker -- http://bestpractical.com/ -- Really nice open source ticketing system OTRS (http://www.otrs.org) might also be an option but as RT it doesn't relay fit the subject (Simple Change...). cheers Jens -- - | Foelderichstr. 40 | 13595 Berlin, Germany | +49-151-18721264 | | http://www.quux.de | http://blog.quux.de | jabber: jensl...@guug.de | - The information transmitted is intended only for the person or entity to which it is addressed and contains confidential and/or privileged material. If you received this in error, please contact the sender immediately and then destroy this transmission, including all attachments, without copying, distributing or disclosing same. Thank you.
Re: Simple Change Management Tracking
Paul Stewart pstew...@nexicomgroup.net writes: Thanks - we're not really looking for so much a ticketing system as more of a change management approval system I guess. Thats why I suggested OTRS only after RT was mentioned. CheckPoint R70.1 has something like this build in but it's only for Check Point and there is (IMHO) a lot of functionality missing. And it's rather slow. cheers Jens -- - | Foelderichstr. 40 | 13595 Berlin, Germany | +49-151-18721264 | | http://www.quux.de | http://blog.quux.de | jabber: jensl...@guug.de | -
Re: Simple Change Management Tracking
On 27/10/2009, at 12:11 AM, Paul Stewart wrote: We ran RT for a while but every time a new update came out on CentOS it broke the installation (perl mods), making it a pain to keep running. Bugzilla we haven't tried nor the JIRA. I'll take a look... does JIRA have an approval process or some type? I suggest sticking with RT. I run RT on CentOS by maintaining a separate Perl libs dir for the cpan modules that are required by RT and keeping it separate from the OS managed stuff, it works very well. -- Nathan Ward
Re: Simple Change Management Tracking
On Mon, Oct 26, 2009 at 4:22 AM, Phil Regnauld regna...@nsrc.org wrote: Paul Stewart (pstewart) writes: Thanks very much.. We ran RT for a while but every time a new update came out on CentOS it broke the installation (perl mods), making it a pain to keep running. Hi Paul, I'm maintaining RT installs on FreeBSD, Debian, CentOS/RHEL, and so far haven't had any problems. Have you considered using cpan2rpm for the myriad Perl modules required by RT ? Alternatively, there ARE RT36 / RT38 packages for Redhat dists: If you want Fedora-ish packages built for RHEL/CentOS, getting them from EPEL is a better choice: http://download.fedora.redhat.com/pub/epel/5/i386/repoview/rt3.html http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/rt3.html http://fedoraproject.org/wiki/EPEL Oh, and my recommendation for something simpler would be: http://roundup.sourceforge.net/ http://download.fedora.redhat.com/pub/epel/5/i386/repoview/roundup.html http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/roundup.html -- Dan Young dyo...@mesd.k12.or.us Multnomah ESD - Technology Services 503-257-1562
Re: Simple Change Management Tracking
On Tue, 27 Oct 2009, Nathan Ward wrote: On 27/10/2009, at 12:11 AM, Paul Stewart wrote: We ran RT for a while but every time a new update came out on CentOS it broke the installation (perl mods), making it a pain to keep running. Bugzilla we haven't tried nor the JIRA. I'll take a look... does JIRA have an approval process or some type? I suggest sticking with RT. I run RT on CentOS by maintaining a separate Perl libs dir for the cpan modules that are required by RT and keeping it separate from the OS managed stuff, it works very well. If you are already using drupal portal software I recommend this: http://drupal.org/project/ticketing Best Regards, Janos Mohacsi
Re: Simple Change Management Tracking
Dan Young (dyoung) writes: If you want Fedora-ish packages built for RHEL/CentOS, getting them from EPEL is a better choice: http://download.fedora.redhat.com/pub/epel/5/i386/repoview/rt3.html http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/rt3.html Yes, EPEL is ok, but they're out of date. Oh, and my recommendation for something simpler would be: http://roundup.sourceforge.net/ http://download.fedora.redhat.com/pub/epel/5/i386/repoview/roundup.html http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/roundup.html That's another possibility -- but the original request (to stay somewhat on topic) is to implement a Change Management Tracking, possibly with Approval. This is possible in RT using Scrips and custom keywords: http://wiki.bestpractical.com/view/ApprovalCreation Would roundup allow this ? Cheers, Phil
Re: Simple Change Management Tracking
On Mon, Oct 26, 2009 at 9:29 AM, Phil Regnauld regna...@nsrc.org wrote: Dan Young (dyoung) writes: If you want Fedora-ish packages built for RHEL/CentOS, getting them from EPEL is a better choice: http://download.fedora.redhat.com/pub/epel/5/i386/repoview/rt3.html http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/rt3.html Yes, EPEL is ok, but they're out of date. If there's not a security issue, that's a feature, not a bug. The OP's complaint seems to be that the upgrade treadmill breaks things. Oh, and my recommendation for something simpler would be: http://roundup.sourceforge.net/ http://download.fedora.redhat.com/pub/epel/5/i386/repoview/roundup.html http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/roundup.html That's another possibility -- but the original request (to stay somewhat on topic) is to implement a Change Management Tracking, possibly with Approval. This is possible in RT using Scrips and custom keywords: http://wiki.bestpractical.com/view/ApprovalCreation Would roundup allow this ? Roundup has role-based permissions, including signoff by a manager role: http://roundup.sourceforge.net/doc-1.0/design.html#use-cases -- Dan Young dyo...@mesd.k12.or.us Multnomah ESD - Technology Services 503-257-1562
