RT vs Bugzilla

Tue Mar 7 14:04:58 PST 2006

>> One really needs that sort of structure to force users to provide useful
>> feedback.  While that'll put people off at the same time, some pressure
>> from the developers in question might do the trick to keep people in line
>> and filing reports via bugzilla.
> 
> Ah, personally, I HATE any system that makes "reporting a bug" any
> more cumbersome than absolutely needed.  You need to make it as easy
> as possible to record that "something is wrong" and then query your
> customer for missing data as needed.

An interesting dilemma, indeed.  Somebody's got to do it, but who, and 
how much?

This also affects how easily the "workers" can update tickets with the 
information, when and if they get it, and as they change things.  What I 
call "ticket discipline" is high on my list[1] of important qualities 
for people in these positions.  If you don't tell the ticket, it didn't 
really happen[2].  See also, "Spent 5 minutes filling out time sheet."

I guess I should buy Tom's book and see what, if anything, he says about 
all this.

--

[1] Well, OK, it's at the bottom:
   - Customer focus
   - Detail orientation
   - Ticket discipline
   But it's on the list!

[2] http://www.jxh.com/slogans.html