FogBugz seems really fabulous.  In my previous career as a QA engineer, my
team was planning to try it out, but our employer went out of business
before we had a chance to pilot it.


-marijane

On Thu, Feb 11, 2010 at 11:54 PM, Boheemen, Peter van <
[log in to unmask]> wrote:

> We have chosen to use FogBugz. A great product. Very easy to use.
> Integrates well with version control systems, can also be used as agile
> project management system and can create wiki's to write documentation.
> It is great to be able to search documentation and all case history with
> one search interface. Not open source, but very reasonably priced.
>
> Peter
>
> -----Original Message-----
> From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of
> Fleming, Declan
> Sent: vrijdag 12 februari 2010 0:52
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
>
> Hi - Service Desk Express (SDE) from BMC.  Not cheap, but I bet an OSS
> could do similar stuff.
>
> D
>
> -----Original Message-----
> From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of
> Walker, David
> Sent: Thursday, February 11, 2010 11:57 AM
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
>
> What are you using for that ticketing system?
>
> --Dave
>
> ==================
> David Walker
> Library Web Services Manager
> California State University
> http://xerxes.calstate.edu
> ________________________________________
> From: Code for Libraries [[log in to unmask]] On Behalf Of
> Fleming, Declan [[log in to unmask]]
> Sent: Thursday, February 11, 2010 11:52 AM
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
>
> Hi - it's primarily designed for things we develop.
>
> We have a Change Management ticketing system following ITIL principles
> that tracks change requests for anything in production, from working
> apps we've developed, to III, to the public infestations, and even
> account adds/moves/changes.
>
> Tickets from this system will sometimes be moved into JIRA when they ask
> for a change to something we've developed.
>
> D
>
> -----Original Message-----
> From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of
> Walker, David
> Sent: Thursday, February 11, 2010 9:49 AM
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
>
> Hey Declan,
>
> Does that process only apply to applications you develop yourselves?
> How about the Innovative system, or open source applications developed
> elsewhere?
>
> --Dave
>
> ==================
> David Walker
> Library Web Services Manager
> California State University
> http://xerxes.calstate.edu
> ________________________________________
> From: Code for Libraries [[log in to unmask]] On Behalf Of
> Fleming, Declan [[log in to unmask]]
> Sent: Thursday, February 11, 2010 9:31 AM
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
>
> Hey Dave!  We need to go grab lunch sometime...
>
> We use JIRA for our bug tracking and tracking feature requests (to some
> extent).
>
> UCSD Libraries IT has a strict Development/Operations split, with a weak
> Test phase in the middle - weak because I don't have a QA or config
> manager, and I'm teaching academics the processes I learned while
> working in the software industry.
>
> We follow a 2 week deploy process where Dev can submit any packages to
> Ops every other Friday.  On Monday or Tuesday (depending on what's on
> fire in Ops), these packages are then staged to a Test server that only
> Ops has admin privs on.   If the project people have a test plan, they
> have the rest of the week to say whether the package passes or not.  If
> yes, we roll the package to production on the next Monday or Tuesday.
> If not, we kick the package back to Dev and they do their fixes and unit
> tests and wait for the next cycle.
>
> This system keeps production (and thus, customers) from being thrashed
> with not-quite-ready builds.  There is a lot of natural tension in our
> system, especially with the lack of a QA manager, and most of the config
> management being done by Ops.  We require a high degree of communication
> between the Ops and Dev managers on dates, test pass/fail conditions,
> code quality, process mgt, etc.  This can be a challenge as Ops and Dev
> have different missions at times.
>
> D
>
> -----Original Message-----
> From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of
> Walker, David
> Sent: Thursday, February 11, 2010 8:55 AM
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
>
> Thanks to everyone who responded.  The comments have been very helpful!
>
> Is anyone using RT? [1]
>
> Also, I'm curious how many academic libraries are following a formal
> change management process?
>
> By that, I mean: Do you maintain a strict separation between developers
> and operations staff (the people who put the changes into production)?
> And do you have something like a Change Advisory Board that reviews
> changes before they can be put into production?
>
> Just as background to these questions:
>
> We've been asked to come-up with a change management procedure/system
> for a variety of academic technology groups here that have not
> previously had such (at least nothing formal).  But find the process
> that the "business" (i.e., PeopleSoft ) folks here follow to be a bit
> too elaborate for our purposes.  They use Remedy.
>
> --Dave
>
> [1] http://bestpractical.com/rt
>
> ==================
> David Walker
> Library Web Services Manager
> California State University
> http://xerxes.calstate.edu
> ________________________________________
> From: Code for Libraries [[log in to unmask]] On Behalf Of Mark A.
> Matienzo [[log in to unmask]]
> Sent: Thursday, February 11, 2010 5:47 AM
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
>
> I'm inclined to say that any sort of tracking software could be used for
> this - it's mostly an issue of creating sticking with policy decisions
> about what the various workflow states are, how things become triaged,
> etc. I believe if you define that up front, you could find Trac or any
> other tracking/issue system adaptable to what you want to do.
>
> Mark A. Matienzo
> Digital Archivist, Manuscripts and Archives Yale University Library
>