Path: utzoo!utgpu!utstat!jarvis.csri.toronto.edu!mailrus!tut.cis.ohio-state.edu!gem.mps.ohio-state.edu!samsung!uunet!netxcom!netxdev!kcr From: kcr@netxdev.DHL.COM (Ken Ritchie) Newsgroups: comp.software-eng Subject: Re: Problem Tracking Systems Summary: experience summary, product lead, BENEFITS & PITFALLS noted Keywords: problem tracking Message-ID: <1666@netxcom.DHL.COM> Date: 11 Nov 89 09:44:27 GMT References: <810@ccsrd3.UUCP> Sender: news@netxcom.DHL.COM Reply-To: kcr@netxdev.UUCP (Ken Ritchie) Followup-To: comp.software-eng Organization: /etc/organization Lines: 58 In article <810@ccsrd3.UUCP> chris@ccssrv.UUCP (Chris Andersen) writes: >We are currently looking into automating our Problem Tracking System... >What is the best way to automate the process of bug/problem tracking... >What... are the benefits and pitfalls of this kind of automation? >Is there any ...software...? Any suggestions would be mucho appreciated. I was once the data base administrator for a large, facilities management system for tracking problem reports, along with equipment moves, repairs, user accounts, system configurations, etc. We concluded that the design (using realtional models) of the data base was generally the same for any size operation -- only the volume of data and rate of transactions change. So, yes, you will have some serious work to do even if it is a small shop. If you are going to "roll your own" ... definitely go for a relational model (get some expert assistance if you don't have somebody in house). Then use software/system products which directly support your designs -- and provide good tools: i.e. screen/report generators and ad hoc (SQL) query access, for the odd questions and "what if" decision support. We used Britton Lee IDM's and VAXen, with Metaphor, Datapoint, Xerox WS's, since our environment included over 500 users, on several bridged LAN's. Software DBMS's like ORACLE, INFORMIX, or even MSDOS DBASE could do it. Otherwise, you might consider a "turnkey" product. Check DATAPRO reports. I think there is one called "Falcon" (somehow I'm thinking of a bird... hmmm... maybe it was "Turkey" or something else)... for UNIX or OS/VS/etc. BENEFITS: You can follow up on every problem -- to be sure it gets resolved. You can spot the trends, trouble spots, and see how the business is doing. It's great for keeping records, and answering questions is a piece of cake. I wouldn't want to run any substantial operation without something like it. PITFALLS: You have to invest either the development or the acquisition, then incrementally invest the time for data entry. You will need a backup system (paper tickets even) if your online tracking system is part of the trouble! And... if you are tempted to use the data to "measure productivity/etc." of your people... watch out for Heisenberg's Uncertainty Principle (physics)!!! [Paraphrase: You can't measure something without disturbing it in some way!] This will have the effect of corrupting (at least biasing) the data you see, so that people are working toward the measurements, rather than impartially keeping an audit trail of the business at hand. SUMMARY: Actually, the benefits win out, just be sure you know WHY you want to do WHAT ever it is you do -- so you'll get what you really WANT from it. I hope this insight helps. The tools are the easy part. Best Regards! P.S: If you were wondering, I've been doing development work over 20 years. There have been some support stints along the way. I'm CDP (1976) and CCP/S. _______________________________________________________________________________ Ken Ritchie (aka KCR) Usenet: ...!uunet!netxcom!netxdev!kcr NetExpress Communications, Inc. 1953 Gallows Rd, Suite 300 FAX: USA (703) 749-2375 Vienna, Virginia (USA) 22182 Voice: USA (703) 749-2268 "Imagination is more important than knowledge." -- Albert Einstein _______________________________________________________________________________