CODI - Using Bugzilla to Track IT Work Requests and Regain (Some of) Our Sanity
Eric Sisler & Veronica Smith, Westminster Public Library
2 support people. Were fielding & tracking requests in many methods: email, voicemail, sticky notes, hallway conversations.
New method has reduced phone calls by 80-90% thereby reducing interruptions which means better concentration on tasks.
Solutions looked at:
TrackIt - was cost prohibitive for them, had client requirements
FogBugz
Bugzilla - free!
As of Oct 2005, 451 known companies use Bugzilla.
Why use Bugzilla?
Accountability for all staff. Creates a paper trail of decisions, coverage during absence.
Notification via email. Proactive notification.
Knowledge base/FAQ
Customized Bugzilla to work in a library environment.
Most products are visible to all staff, but a few are for internal use by Automation Services. We periodically review existing products & components to see if anything new should be added or merged. Some of our current products & components are:
Privacy concerns:
Logins required even to search the Bugzilla archive. [some support requests may contain patron info] They do a Bugzilla training session, then assign each staff member an individual login.
Bugzilla is configured so both Eric & Veronica get the email notification of a new ticket.
This eliminates contacting the wrong person if someone is on vacation or out sick.
Built a training module "Trainzilla" to use in their Bugzilla training.
They also use this for testing upgrades or additional customization.
Every field in Bugzilla is searchable by keyword.
Easy-to-use interface for staff.
Staff logging a Bugzilla entry chooses a ticket type: fix me (bug), request, or informational.
IT staff labels requests with statuses of fixed, can't fix, or won't fix. [an example of "won't fix" is a request to unblock the website myspace.com] They also won't fix a request to relocate a Horizon field for 1 person's request unless others using that module agree.
Documentation on what they customized on Bugzilla.
How does it work?
Staff are encouraged to search Bugzilla for an open issue before reporting it.
Creates a searchable database that can be used in troubleshooting.
Can also record seldom/complicated tasks.
As comments are added in Bugzilla, automatically sends email to appropriate parties so everyone is kept up to date.
They had 875 tickets entered in 8 months.
Staff are encouraged to call for urgent patron needs during office hours, or call if unsure if it's urgent. Staff may be told to "Bug it, man!"
Pitfalls & Concerns:
Staff expectations: ticket entry does not guarantee an immediate response. Most tickets are added to the queue and handled in turn.
No response from ticket reporter: ticket closed due to lack of interest
Unresolved issues not in Bugzilla: "no tickee, no workee"
One ticket=one issue
ticket overload: same amount of "stuff" to do, just tracked better
2 support people. Were fielding & tracking requests in many methods: email, voicemail, sticky notes, hallway conversations.
New method has reduced phone calls by 80-90% thereby reducing interruptions which means better concentration on tasks.
Solutions looked at:
TrackIt - was cost prohibitive for them, had client requirements
FogBugz
Bugzilla - free!
As of Oct 2005, 451 known companies use Bugzilla.
Why use Bugzilla?
Accountability for all staff. Creates a paper trail of decisions, coverage during absence.
Notification via email. Proactive notification.
Knowledge base/FAQ
Customized Bugzilla to work in a library environment.
Most products are visible to all staff, but a few are for internal use by Automation Services. We periodically review existing products & components to see if anything new should be added or merged. Some of our current products & components are:
- Horizon (our integrated library system):
- Cataloging
- Circulation
- Searching
- Computers:
- Staff
- Public
- Network printers
- Network services:
- Bugzilla
- File storage
- Internet connectivity
- Don't Panic!:
- Use this when you don't know how to categorize the ticket. We attempt to categorize these if possible, adding a new product/component if necessary.
Privacy concerns:
Logins required even to search the Bugzilla archive. [some support requests may contain patron info] They do a Bugzilla training session, then assign each staff member an individual login.
Bugzilla is configured so both Eric & Veronica get the email notification of a new ticket.
This eliminates contacting the wrong person if someone is on vacation or out sick.
Built a training module "Trainzilla" to use in their Bugzilla training.
They also use this for testing upgrades or additional customization.
Every field in Bugzilla is searchable by keyword.
Easy-to-use interface for staff.
Staff logging a Bugzilla entry chooses a ticket type: fix me (bug), request, or informational.
IT staff labels requests with statuses of fixed, can't fix, or won't fix. [an example of "won't fix" is a request to unblock the website myspace.com] They also won't fix a request to relocate a Horizon field for 1 person's request unless others using that module agree.
Documentation on what they customized on Bugzilla.
How does it work?
- Staff creates a "ticket" for their issue/problem.
- Email is sent to Eric & Veronica.
- One of them claims the ticket as their project
- If additional info is needed from the reporting staff member, comments are added to the ticket in Bugzilla, which automatically emails the reporting member and any other email addresses added to the ticket.
- Staff responds, providing the additional info in Bugzilla
- Bugzilla sends Email to Eric or Veronica (whoever is handling the ticket)
- Issue gets fixed
- IT staff marks the ticket "closed"
- Bugzilla sends email to reporting staff, and any others on the ticket.
Staff are encouraged to search Bugzilla for an open issue before reporting it.
Creates a searchable database that can be used in troubleshooting.
Can also record seldom/complicated tasks.
As comments are added in Bugzilla, automatically sends email to appropriate parties so everyone is kept up to date.
They had 875 tickets entered in 8 months.
Staff are encouraged to call for urgent patron needs during office hours, or call if unsure if it's urgent. Staff may be told to "Bug it, man!"
Pitfalls & Concerns:
Staff expectations: ticket entry does not guarantee an immediate response. Most tickets are added to the queue and handled in turn.
No response from ticket reporter: ticket closed due to lack of interest
Unresolved issues not in Bugzilla: "no tickee, no workee"
One ticket=one issue
ticket overload: same amount of "stuff" to do, just tracked better
posted by digital.brarian at
10:30 AM
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