IssueTrackerProduct

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I am currently running it in evaluation for a helpdesk and development tracker for a non-profit group. I have personally reviewed or installed and tested nearly every product listed on this website (http://www.opensourcehelpdesklist.com/) which is a huge list of OpenSource helpdesk systems.

Of all the ones I tested, I always find the same issues:

* poorly implemented email-to-ticket retrieval
* limited fields and features in the individual tickets
* stale development and patches that require tweezers to protect your modified config files
* ...among others

IssueTrackerProduct was super simple to install and configure. I have never worked with ZOPE before and was surprised that is only took 3 command lines to set it up on our Ubuntu server. I have already had the opportunity to submit a couple bug tickets, one of which was a security bug which was fixed in under 24hrs and committed to the build. That was awesome!

We are 99% sure we are rolling out IssueTrackerProduct for our Dev/Helpdesk needs. It is a really great product and, in my opinion, the best OpenSource helpdesk around!

Jesse of JP Technical

Here at Kodak, I was the supervisor of 3 developers on a small SW project. We already had a Problem Reporting database, but we needed a Requirements Tracking tool. I grabbed Issue Tracker and discovered that with a bit of tab and field renaming I was easily able to alter the tool to do just what I needed. The Software Quality group loved it because they knew when each requirement was ready for testing (they got an email) and I liked it because Issue Tracker made it very easy to tell someone when a feature was implemented and in which version.

Now I'm on a new project and am hoping to re-use Issue Tracker there. Setup is very easy and support is GREAT! I tried some other tools to compare and found them difficult to install and they ate up 99% of my CPU even after I closed them. I'm convinced, Issue Tracker is the BEST! (My view not necessarily Kodak's, they seldom agree with me anyway)

Brent Skinner of Kodak from USA

Again, your software is great, finally a bug tracking package I can have my customers (non IT people) use and understand!

Eric Taïeb of Teknologism from France

GE Druck manufactures pressure sensors and instruments as part of GE Sensing. The main manufacturing site is in Groby, Leicestershire, UK and has approximately 650 people. I manage a small technical department of 5 software engineers, 3 electronic / mechanical engineers and 3 technicians who design and support all the test equipment used in production.

It had been discussed for many years how beneficial it would be to implement a metric on the support request. A paper system was always too labour intensive to use and administrate.

Towards the middle of 2005 I started looking at the possibility of using a local intranet-based bug tracking system as an automatic help desk. A number of systems were looked at and IssueTracker was one of the quickest and easiest to install, configure and use. After a brief test period we went live in early October and have now clocked up over 800 requests in its first 5 months.

The IssueTrackerProduct has been reliable and robust with over 80 users from production team leaders, process engineers, production engineers and development engineers. It has enabled my team to prioritize and track requests from production, organise cover while people are away and ensure that an acceptable level of service is maintained.

Tim Sparkes of GE Sensing

We have a IT department of six people. About two years ago we started developing our intranet. We've developed several web apps specific for our business and until now had no centralized place to store bugs and issues.

We aren't a large scale operation so when looking for a bug tracker I wanted something that was more easy to use as opposed to, say, Bugzilla (which while being feature rich can be kind of daunting to the first time user). After trying out several bug tracking systems including Bugzilla, Mantis, Roundup, and FogBUGZ, I decided to start using IssueTrackerProduct with the team since it appeared to meet our needs and provided the best user experience.

Benjamin Higgins of Group Mackenzie from USA

We are using IssueTrackerProduct because we needed a simple, web-based, issue tracker in order to record and track issues regarding customer service calls.

People call in to get technical support, sales support, product information and other information and these calls are tracked using IssueTrackerProduct. The customer service representatives are busy people but the tool is simple and easy-to-use so it does not become a burden to use. The statistics give us a chance to track trends and total number of calls. Engineering and operations become aware of issues from the field due to the email notifications and easy-to-use web-based access.

We are happy with the simplicity of the user interface and overall tracking process. The process of installing the various IssueTrackerProduct components was easy and straight-forward.

So far, two thumbs up!

Pat Heffernan of JDSU

We are a small IT & Electronics development company with 40 employees based in India. Issue Tracker Product is one of the most used software tool in our company. We run over 100 instances of Issue tracker with plone. We use it as personal task manager for each employee. Process/workflow tracker for most processes in the company like sales, Purchase, service, support, production, testing, complaints etc.. Now we also started using it to create dynamic supplier/customer/employee records.

Our employees find it very comfortable and quick to use. We have been using many advanced and hi-tech software for various purposes but employees were not entering sufficient data into them, which limits the benefit of these software even though they are feature rich. Whereas Issue tracker is very comfortable and employees enter 5-6 times more information into it that lead to many benefits in managing the individuals, processes and the company as a whole. All information is on your fingertips in trackers.

I think Issue Tracker is a wonderful product for every small business to use. It will make things simple and easy to manage. I also think that if any business can implement Issue Tracker product for most of thier processes, they can easily get ISO9001::2000 certificate. As Issue trackers can define company processes and collect records as per most Quality management system requirements.

I would suggest it to be promoted as a work-flow management system instead of just a Issue tracker. Support/helpdesk is one type of workflow but you can use IssueTrackerProduct for almsot any workflow by creating customized instances and statuses.

pradeep of Not-disclosed

I use IssueTracker for every single project that I get involved with. I create an IssueTracker for each client that I have an ongoing relationship with.

I use it not only for tracking bugs but also to confirm features and then bill upon closed features.

I've also used it for family life issues, keeping track of what's going on.

Simon Lucy of Objective 2000 Ltd from UK

I am the I.T. Coordinator at a private pharmacy. I use it to manage my workflow, and to make sure that I keep track of all reported problems.

IssueTrackerProduct is wonderful in that simplicity is a main design concern rather than trying to force a complicated (supposedly better) way of getting things done upon people. It's ease of use means that end users can use it without lengthy training sessions! Even small companies like mine need to keep track of all the problems that are happening at any given time. IssueTrackerProduct makes it so easy to do - I've found it to fit into my toolbox with no effort beyond the initial setup.

Peter (the 'maker') is also responsive to the community, and works quite hard to continually refine this product.

Dennis J from United States

We are a group of volunteers who are building up a project of the swiss lifesaving organization (SLRG) which aims to educate children in the kindergarden about proper behavious in and around watercourses. The websites (D, F, I) and most of all the login-area and the forms are used quite heavily as a platform for collaboration. the issue-tracker will help us keep track of requests for features, translations, bugs and problems.

Sibylle Grosjean of das-wasser-und-ich.ch from switzerland

We are using the issue tracker product for issue tracking (wow! ;) of internal end external requests (mostly hw-problems on our compaq- and Sun-Servers) in a team of about 10 people. We really dig Zope in our company and thus are very happy about the existence of an easy-to-use, scalable and extendable Issue tracking solution.

Uwe Schürkamp of NIONEX from Germany

issue tracker for our network/web section. we looked for some kind of trackers, and found collector/ng/etc too complcated(?). ran into issuetracker, and things work out great.

Bakhtiar A Hamid from Malaysia

We're using it as an issue tracking system for system administration and software development concerns. My hope is to hack on it and make it evolve to an ISO-9001:2000 compliant NCPAR system as my clients do need such :)

Paolo Alexis Falcone from Philippines

I really really reallly really really really really really like this product. I feel that other solutions are either too convoluted or not feature rich enough. Thank you again for a simple solution.

Abe Madyun, Technical Account Manager

I'm using IssueTrackerProduct to manage a software development project at Culham Laboratory, where we do fusion research. I like the simplicity of ITP's interface and the way you can change attributes (sections, types, urgency) per project.

John Storrs of UKAEA

We have performed an extensive search for an Open Source Helpdesk solution to provide the non-IT departments of our company with. We have selected Issue Tracker Product because it answers their need for a simple solution that they can actually understand how to use. The good-looking interface made it an even easier choice. Issue Tracker Product definitely fills a gap in the market.

NiBar

Basically I am trying out to manage the issues those are raised by all users to the system manager group (SMG) all Hardware, software and system issues...

Nagesh of Winfoware Technologies Ltd., from India

I am currently evaluating the product for use as "personal/software project development" issuetracker.

Personally I am generally a friend of ZOPE so getting a nice looking tracker (with all the ZOPE advantages of having the source code, ease of installation etc.) is marvellous. I looked already at some other tracker products (currently we use the itracker, a java based solution - which unfortunatly the original developer quitted) like BITS and some other other I was intrigued by the fast and self-explaining use of the "IssueTrackerProduct".

The use (and speed) of AJAX is also great (like on GMail :)

Some minor drawbacks (from my personal view) is the missing of assigning customized fields (like project, employee responsible, etc.) to easily adapt one tracker for more than project.

Next steps to do include looking how the tracker behaves with 2000+ entries in it at a normal PC.

From all the trackers I saw lately it is surely one with the greatest potential for a fast & easy tracking system.

Another great advantage is the effort Peter Bengtsson take into this product bravely answering users question.

Keep on the good work !

Arno Pucher from Austria

We're currently testing Issuetracker for our Community Wireless Project (http://weimarnetz.de). Main reason for choosing this product was its simple Interface and ease of use.

lars mai of weimarnetz from Germany

I use this product as very good todo - list.

Ivan Novotny

We use it to track maintenance requests to conserveonline.org.

The Nature Conservancy from USA