eboneste@bbn.com (Liz Bonesteel) (04/10/90)
Does anyone know of the existence of a package that is designed specifically to track software problems? Liz eboneste@bbn.com
weber_w@apollo.HP.COM (Walt Weber) (04/14/90)
In article <54698@bbn.COM> eboneste@BBN.COM (Liz Bonesteel) writes: > >Does anyone know of the existence of a package that is designed >specifically to track software problems? > >Liz >eboneste@bbn.com By "software problems" do you mean customer calls for assistance, as in a hotline or response center environment, or do you mean "defect tracking" as in a development environment? I've worked with both aspects, and have never seen a purchased package work for the latter case; all of the ones I've seen have been custom pieces, developed in-house. The best I've seen for that was about 4 years ago, when Pr1me developed their "SPAR" system based upon their "Information" package (a Pick implementation). The best for the former case (customer response center) is the internal system used by HP called "trak/II". We moved off of Fieldwatch to Trak/II when Apollo became a division of HP, and it's been evident that Trak/II is MUCH better for doing software support of customers on a nationwide basis. ...walt... Walt Weber Hewlett Packard Response Center 508-256-6600x8315 Chelmsford, MA, USA "The power of accurate observation is commonly called cynicism by those who have not got it" -George Bernard Shaw