Using Bugzilla to track IT work requests Veronica

Using Bugzilla to track IT work requests… Veronica Smith, Westminster Public Library Peggy Shaughnessy, Ft. Collins Public Library Eric Sisler, Westminster Public Library 2006 IUG Conference Denver, CO

…and regain (some of) our sanity

What Is Bugzilla? n Industrial-strength bug tracking system n n Created by Netscape for tracking bugs Later released as open source software Designed with customization in mind Other solutions n Track-IT n n Expensive Windows-centric solution Fog. Bugz n Easy to use, lacking some features

Why Use Bugzilla? n n Limited number of support staff Current methods inefficient / frustrating n n n Accountability for all staff n n E-mail, voicemail, PDA tasks & written lists Hallway conversations! Paper trail of opinions & decisions Coverage during absence Pro-active notification via E-mail Build a knowledge base / FAQ

Initial Configuration n Categorization of support requests n n Privacy concerns n n n Login required, encryption via SSL (https) Regular library staff with e-mail accounts Initial notification to all IT staff n n Products, components & versions Assign ticket & set priority Trainzilla (WPL) n Used for training, upgrades & testing new customizations

Customizations n Modification of forms n n n IT staff only functions/features n n n Remove unused fields Change layout of remaining fields Remove reply & mailto links in comment header Add link to staff e-mail groups for cc: list Ticket assignment, state, private comments Terminology - “bug” became “ticket” Reduce amount of e-mail generated

Out of the Box n Homepage: n n New ticket: n n http: //wallace. westminster. lib. co. us/bugzill a-custom/default-home. html http: //wallace. westminster. lib. co. us/bugzill a-custom/default-new-ticket. html Edit ticket: n http: //wallace. westminster. lib. co. us/bugzill a-custom/default-edit-ticket. html

WPL Customizations n Homepage: n n New ticket: n n https: //bugzilla. westminster. lib. co. us http: //wallace. westminster. lib. co. us/bugzill a-custom/wpl-new-ticket. html Edit ticket: n http: //wallace. westminster. lib. co. us/bugzill a-custom/wpl-edit-ticket. html

FCPL Customizations (live demo)

Creating a Ticket (demo) n n n n Login Product Component Version (WPL) / Location (FCPL) Ticket type Computer Name / SA Notes (FCPL) Summary Description

Editing a Ticket (demo) n n n n Verify product, component, version, etc. Set priority Assignment Add comments n “autolinkification” feature Attachments Resolution / closure / duplicates Reopen

III Help Desk Call (example) n n n Staff enters a Ticket for a III problem Systems staff opens a III call Emails from III entered into Ticket III call number added to Ticket name SA Notes field used to track progress Searching – Limit by Millennium product or enter III call number

Using Bugzilla – IT Staff n Consistent use by IT staff n n Internal tracking of issues & tasks Complicated / seldom performed tasks Track system changes / upgrades Over / under documentation n n Too little = why bother? Too much = more time tracking than doing!

Using Bugzilla – Library Staff n Staff resistance to use n n Train them! Gently steer them toward Bugzilla Create policy document Entering a ticket vs. calling / paging n n n Call / page for major system problems Call during office hours for urgent patron needs Call if unsure, may be told to “Bug it, man!”

Pitfalls & Concerns n Staff expectations n n No response from ticket reporter n n “No tickee, no workee” Time specific events n n Ticket closed due to lack of interest Unresolved issues not in Bugzilla n n Ticket entry does not guarantee an immediate response No support for timed notification – use PDA Ticket overload! n Same amount of “stuff” to do, just tracked better

Getting Started with Bugzilla n The main Bugzilla website n n Bugzilla documentation n n http: //www. bugzilla. org/docs/ WPL Bugzilla customization guide n n Downloadable templates, screen snapshots, etc http: //wallace. westminster. lib. co. us/bugzill a-custom

Contact Information n Eric Sisler n n Veronica Smith n n esisler@westminster. lib. co. us vsmith@westminster. lib. co. us Peggy Shaughnessy n pshaughnessy@fcgov. com