Best ticketing system for Chef


#1

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure management ?

Thank you!

Tetsu


#2

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹 tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure management ?

Thank you!

Tetsu


#3

JIRA takes some work, but it is worth it. JIRA is more than just bug tracking. It is an insanely customizable workflow engine. Many things work well in the system, while things like reporting leave a bit of a sour taste in your mouth. We use Jira for Development Support, Software Bug Tracking and IT Helpdesk Ticketing.

+1 for Jira

Cheers

P
On Mar 9, 2012, at 5:22 AM, AJ Christensen wrote:

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹 tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure management ?

Thank you!

Tetsu


#4

You might also check out redmine and RT. We use redmine for bugs and trello
for project management. Agile Zen is another Trello like solution.
On Mar 9, 2012 5:37 AM, “Paul Morton - BIA” pmorton@biaprotect.com wrote:

JIRA takes some work, but it is worth it. JIRA is more than just bug
tracking. It is an insanely customizable workflow engine. Many things work
well in the system, while things like reporting leave a bit of a sour taste
in your mouth. We use Jira for Development Support, Software Bug Tracking
and IT Helpdesk Ticketing.

+1 for Jira

Cheers

P
On Mar 9, 2012, at 5:22 AM, AJ Christensen wrote:

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹 tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request
automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for
software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure
management ?

Thank you!

Tetsu


#5

+1 for Jira. Customization is key and the ability to easily coordinate
with other jira projects (sweng, qa) makes it invaluable. It does take
some work to set up though. I’d also say that maintenance/upgrades can
be a pita.

RT and OTRS are also good ticketing systems… OTRS has a nice escalation
system and is very ops focused.

On 3/9/12 8:37 AM, Paul Morton - BIA wrote:

JIRA takes some work, but it is worth it. JIRA is more than just bug tracking. It is an insanely customizable workflow engine. Many things work well in the system, while things like reporting leave a bit of a sour taste in your mouth. We use Jira for Development Support, Software Bug Tracking and IT Helpdesk Ticketing.

+1 for Jira

Cheers

P
On Mar 9, 2012, at 5:22 AM, AJ Christensen wrote:

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure management ?

Thank you!

Tetsu


#6

+1 for Redmine. I’ve using for long time and after using Buzilla,
Trac, Jira, Mantis and some others, I like Redmine the most.
It is very flexible and customizable. I my former company we made
adaptations for different kind of clients (tech and non-tech) based on
plugins. It’s quite ease to extend by creating plugins. And the
workflow is very configurable via the web ui.

On Fri, Mar 9, 2012 at 1:53 PM, Kyle Bader kyle.bader@gmail.com wrote:

You might also check out redmine and RT. We use redmine for bugs and trello
for project management. Agile Zen is another Trello like solution.

On Mar 9, 2012 5:37 AM, “Paul Morton - BIA” pmorton@biaprotect.com wrote:

JIRA takes some work, but it is worth it. JIRA is more than just bug
tracking. It is an insanely customizable workflow engine. Many things work
well in the system, while things like reporting leave a bit of a sour taste
in your mouth. We use Jira for Development Support, Software Bug Tracking
and IT Helpdesk Ticketing.

+1 for Jira

Cheers

P
On Mar 9, 2012, at 5:22 AM, AJ Christensen wrote:

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹 tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request
automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for
software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure
management ?

Thank you!

Tetsu


Juanje


#7

Hi,

I know a lot of people love Jira.

I don’t know, how good it fits for email communication, but OTRS or RT are in my owns the best fitting ones (Jira and Redmine are more issue trackers IMHO).

If you like to give OTRS a try, here’s my cookbook:

Yours
Steffen

On 09.03.2012, at 15:48, Juan Jesús Ojeda Croissier wrote:

+1 for Redmine. I’ve using for long time and after using Buzilla,
Trac, Jira, Mantis and some others, I like Redmine the most.
It is very flexible and customizable. I my former company we made
adaptations for different kind of clients (tech and non-tech) based on
plugins. It’s quite ease to extend by creating plugins. And the
workflow is very configurable via the web ui.

On Fri, Mar 9, 2012 at 1:53 PM, Kyle Bader kyle.bader@gmail.com wrote:

You might also check out redmine and RT. We use redmine for bugs and trello
for project management. Agile Zen is another Trello like solution.

On Mar 9, 2012 5:37 AM, “Paul Morton - BIA” pmorton@biaprotect.com wrote:

JIRA takes some work, but it is worth it. JIRA is more than just bug
tracking. It is an insanely customizable workflow engine. Many things work
well in the system, while things like reporting leave a bit of a sour taste
in your mouth. We use Jira for Development Support, Software Bug Tracking
and IT Helpdesk Ticketing.

+1 for Jira

Cheers

P
On Mar 9, 2012, at 5:22 AM, AJ Christensen wrote:

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹 tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request
automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for
software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure
management ?

Thank you!

Tetsu


Juanje


#8

Hi,

Thank all of you for your reply and suggestions.

I hope the ticket system can

  1. generate request/ticket with
  • server status awareness
  • server inventory awareness
  1. customizable workflow

  2. LDAP/AD support

  3. integrate with chef. I don’t know how to describe this.
    But what I want is, the system can process users’ requests by converting requests to Chef jobs,
    which may be correct cookbooks or recipes, executing the cookbook on correct nodes and
    changing request’s status based on the status of cookbook/recipes.

I may be too greedy. And I know maybe no ticketing system can achieve the 1) and 4).
So, I hope the system is highly and easily customizable.
For example, I prefer RESTful API than SOAP.

I wonder which is more costly, customizing an existing production or developing a new one?

Thank you.
Tetsu

On Mar 10, 2012, at 3:08 AM, Steffen Gebert wrote:

Hi,

I know a lot of people love Jira.

I don’t know, how good it fits for email communication, but OTRS or RT are in my owns the best fitting ones (Jira and Redmine are more issue trackers IMHO).

If you like to give OTRS a try, here’s my cookbook:
https://github.com/StephenKing/chef-cookbook-otrs

Yours
Steffen

On 09.03.2012, at 15:48, Juan Jesús Ojeda Croissier wrote:

+1 for Redmine. I’ve using for long time and after using Buzilla,
Trac, Jira, Mantis and some others, I like Redmine the most.
It is very flexible and customizable. I my former company we made
adaptations for different kind of clients (tech and non-tech) based on
plugins. It’s quite ease to extend by creating plugins. And the
workflow is very configurable via the web ui.

On Fri, Mar 9, 2012 at 1:53 PM, Kyle Bader kyle.bader@gmail.com wrote:

You might also check out redmine and RT. We use redmine for bugs and trello
for project management. Agile Zen is another Trello like solution.

On Mar 9, 2012 5:37 AM, “Paul Morton - BIA” pmorton@biaprotect.com wrote:

JIRA takes some work, but it is worth it. JIRA is more than just bug
tracking. It is an insanely customizable workflow engine. Many things work
well in the system, while things like reporting leave a bit of a sour taste
in your mouth. We use Jira for Development Support, Software Bug Tracking
and IT Helpdesk Ticketing.

+1 for Jira

Cheers

P
On Mar 9, 2012, at 5:22 AM, AJ Christensen wrote:

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹 tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request
automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for
software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure
management ?

Thank you!

Tetsu


Juanje


#9

Hi,

I’m going to answer about Redmine as it’s the best I know. I hope
other people do the same with the others because is a interesting
topic (maybe a bit off-topic on this list, but interesting).

On Sat, Mar 10, 2012 at 1:09 AM, Tetsu Soh tetsu.soh@gmail.com wrote:

Hi,

Thank all of you for your reply and suggestions.

I hope the ticket system can

  1. generate request/ticket with
  • server status awareness
  • server inventory awareness

There is nothing like that in Redmine (I guess non of them has it),
but it can be easily implemented on Redmine via plugins. Redmine is a
Rails application and it could be talk through REST easily with Chef
to ask all these.
There are a lot of good plugins to learn of:
http://www.redmine.org/plugins?page=1

And there is a good documentation about how to write your own:
http://www.redmine.org/projects/redmine/wiki/Plugin_Tutorial
http://www.redmine.org/projects/redmine/wiki/Plugin_Internals
http://www.redmine.org/projects/redmine/wiki/Hooks
http://www.redmine.org/projects/redmine/wiki/Hooks_List

  1. customizable workflow

In Redmine the workflow is very customizable. You can create type of
trackers, roles, personal fields… You can create from very simple
tickets with just a few fields to very complex and specific tickets,
even for the same project using different tracks. And you can do it
from a nice web ui.
Well, I didn’t explain myself very well, but is easier to just try.

Here some info:
http://www.redmine.org/projects/redmine/wiki/RedmineIssueTrackingSetup
http://www.redmine.org/projects/redmine/wiki/RedmineRoles
http://www.redmine.org/projects/redmine/wiki/Administrator_Guide

  1. LDAP/AD support

Redmine support LDAP for sure (this is what I was using) and I belive
it also support AD, but I didn’t tried.

  1. integrate with chef. I don’t know how to describe this.
    But what I want is, the system can process users’ requests by converting requests to Chef jobs,
    which may be correct cookbooks or recipes, executing the cookbook on correct nodes and
    changing request’s status based on the status of cookbook/recipes.

Man, I’m not quite sure about what you really want here, but I guess
you’ll need to tailor it yourself in any ticket system you will
choose.
As I said before, you can do almost anything you want via plugins and
integrate it with Redmine, maybe this is a way of doing what you are
looking for.

I may be too greedy. And I know maybe no ticketing system can achieve the 1) and 4).
So, I hope the system is highly and easily customizable.
For example, I prefer RESTful API than SOAP.

Redmine uses RESTful API :wink:

I wonder which is more costly, customizing an existing production or developing a new one?

There are quite a few good open source ticket systems out there and
some are really good and stable, if I were you I’d give a thought
about extending one that already exist and is well tested.

I hope this helps :slight_smile:
Good luck :wink:

Thank you.
Tetsu

On Mar 10, 2012, at 3:08 AM, Steffen Gebert wrote:

Hi,

I know a lot of people love Jira.

I don’t know, how good it fits for email communication, but OTRS or RT are in my owns the best fitting ones (Jira and Redmine are more issue trackers IMHO).

If you like to give OTRS a try, here’s my cookbook:
https://github.com/StephenKing/chef-cookbook-otrs

Yours
Steffen

On 09.03.2012, at 15:48, Juan Jesús Ojeda Croissier wrote:

+1 for Redmine. I’ve using for long time and after using Buzilla,
Trac, Jira, Mantis and some others, I like Redmine the most.
It is very flexible and customizable. I my former company we made
adaptations for different kind of clients (tech and non-tech) based on
plugins. It’s quite ease to extend by creating plugins. And the
workflow is very configurable via the web ui.

On Fri, Mar 9, 2012 at 1:53 PM, Kyle Bader kyle.bader@gmail.com wrote:

You might also check out redmine and RT. We use redmine for bugs and trello
for project management. Agile Zen is another Trello like solution.

On Mar 9, 2012 5:37 AM, “Paul Morton - BIA” pmorton@biaprotect.com wrote:

JIRA takes some work, but it is worth it. JIRA is more than just bug
tracking. It is an insanely customizable workflow engine. Many things work
well in the system, while things like reporting leave a bit of a sour taste
in your mouth. We use Jira for Development Support, Software Bug Tracking
and IT Helpdesk Ticketing.

+1 for Jira

Cheers

P
On Mar 9, 2012, at 5:22 AM, AJ Christensen wrote:

I use (for different clients) pivotal tracker, Trello, and JIRA with
varying degrees of success. JIRA takes some work.

–AJ

On 10 March 2012 00:57, 哲 曹 tetsu.soh@gmail.com wrote:

Hi,

I am using Bugzilla to manage system management request.
However, bugzilla does not good at customizable work flow.
And I find it difficult to integrate it with Chef to process request
automatically.

Jira, Trac and so many ticketing/bug tracking systems are designed for
software development but not for system operations.

So, any suggestion on ticketing for system operations/infrastructure
management ?

Thank you!

Tetsu


Juanje


Juanje