Editing RequestTracker

RT: Request Tracker（事件追蹤系統）

== 不同領域的應用 ==
# 應用到客戶服務, CRM方面：瑕疵追蹤、顧客抱怨處理
# 軟體發展方面：臭蟲追蹤
# 知識管理方面：問題追蹤、問題管理者

 錯誤追蹤系統(Bug Tracking System, BTS)，它將來自用戶和開發人員的錯誤報告的詳細內容進行歸檔，每
 個錯誤都有個編號、嚴重程度、問題描述、處理進度等資料的描述。錯誤報告將一直存在於資料庫中，直
 到獲得已更正的標記。如：[http://people.debian.org/~osamu/pub/po4a/html/debian-reference.zh-tw.html#s-bts Debian 錯誤追蹤系統]

== RT 的用途 ==
* 客服中心 (Helpdesk)
* 網路服務 (Network operations)
* 客戶支援 (Customer support)
* 待辦事項 (Todo lists)
* 專案管理 (Project management)
* 簽核流程 (Approvals / Workflow)

== 既有 RT 與 相似功能的應用 ==
=== Open Source software ===
[http://bestpractical.com Best Practical Solutions 公司] [http://bestpractical.com/rt RT] ''open-source''
* 需求: Perl 詳[http://wiki.bestpractical.com/view/ManualRequirements Requirements]
* 應用: [http://www.openfoundry.org/ 自由軟體鑄造場計畫網站]
* 手冊: [http://wiki.bestpractical.com/index.cgi RT Wiki]

[http://www.bugzilla.org/ Bugzilla]([http://www.bugzilla.org/download/#localizations 中文])
* 需求:
* 應用: [https://bugzilla.mozilla.org/ Bugzilla@Mozilla], [http://www.mediawiki.org/wiki/Bugzilla Bugzilla@MediaWiki]等軟體專案
* 手冊:

[http://www.eticketsupport.com/ eTicket]
* 需求:PHP 詳[http://www.eticketsupport.com/support/documentation/installation.html eTicket Installation]
* 應用:
* 手冊:

[http://forge.mysql.com/wiki/Eventum/ Eventum/ - MySQL Forge Wiki]
* 需求:PHP
* 應用:
* 手冊: [http://www.byteflex.com/wiki/pub/dokuwiki_eventum Integrate Dokuwiki and Eventum]

[http://sourceforge.net/projects/mantisbt/ Mantis](中文語系檔: 有, UTF-8)
* 應用: [http://bugs.xampp.org/my_view_page.php My View - XAMPP BUGS]
* 安裝教學: [http://kenming.blog.ithome.com.tw/post/296/10052 矇矇的秘密基地 - 這隻螳螂(Mantis) 還挺猛的 — 免費好用的 Issue Tracking 工具])
* 手冊: [http://www.mantisbt.org/documentation.php MantisBT Documentation], [http://www.mantisbt.org/wiki/doku.php/mantisbt:issue:7075:integration_with_dokuwiki Integrating DokuWiki with Mantis]

[http://phpbt.sourceforge.net/ phpBugTracker](UTF-8; 中文語系檔:n/a)
* 需求:
* 應用:
* 手冊: [http://phpbt.sourceforge.net/demo/docs/html/index.html phpBugTracker]

[http://trac.edgewall.org/ The Trac Project] ([http://trac.edgewall.org/wiki/TracTermsZhTw 繁體中文翻譯])
* 需求: Python 詳[http://trac.edgewall.org/wiki/TracInstall TracInstall – The Trac Project]
* 應用: [http://bugs.jquery.com/wiki/TracTickets TracTickets – jQuery Core - Bug Tracker]
* 手冊:
* 特色: 可與SVN或其他版本管理系統整合

[http://www.tigris.org/ Tigris] [http://scarab.tigris.org/ scarab]
* 需求: Servlet 2.3-compatible servlet engine;
* 手冊: [http://scarab.tigris.org/servlets/ProjectDocumentList?folderID=8142&expandFolder=8142&folderID=0 Documentation]

=== Commercial software ===
[http://www.kayako.com/solutions/esupport/ eSupport - Kayako support desk software, customer service software]''($)''
* 應用: [https://ssl.totalchoicehosting.com/supportdesk/ TotalChoice Hosting Help Desk]

[http://www.bugherd.com Bugherd]([https://support.bugherd.com/home BugHerd Support]) ''$''
* 應用: bug tracker
* 整合瀏覽器套件，可以直接標記需要修改的網頁的地方，反應給工程師團隊

Other software: [http://www.bontq.com/ Bontq Bug Tracking Software], [http://www.problemtracker.com/ ProblemTracker], [http://www.metaquest.com/ MetaQuest], [http://www.fogcreek.com/FogBUGZ/ FogBUGZ], [http://www.atlassian.com/ Jira issue tracking system], Nidelven IT - [http://www.nidelven-it.no/products/issue_dealer Issue Dealer], [http://perldesk.com/features.html PerlDesk]..

=== Customer Community service ===
[http://getsatisfaction.com/ Get Satisfaction - People-Powered Customer Service]
* 應用: [http://getsatisfaction.com/foxmarks Customer support community for Foxmarks] (feature request and conversation)


== 考量因素 ==
* 是否符合使用者現有習慣(Email即可)


== 相關文章 ==
# 約耳談軟體(Joel on Software) - [http://chinesetrad.joelonsoftware.com/Articles/PainlessBugTracking.html 無痛錯誤追蹤]
# [http://www.websina.com/bugzero/source-version-control.html Source Version Control - CVS, Perforce, VSS and Bug Tracking]
# [http://www.plurk.com/p/1jbglr 黑貘 (Gene) 問 有沒有甚麼可以開放編輯, 搜尋, 以及篩選, 以及寫進度的 Checklist 檢查表系統? - 黑貘 (Gene) - #1jbglr]

== 相關分類及詞彙 ==
(以Google網站目錄為主)
# [http://directory.google.com/Top/Computers/Software/Help_Desk/?tc=1 Computers > Software > Help Desk], or the category at [http://www.hotscripts.com/PHP/Scripts_and_Programs/Customer_Support/Help_Desk/ HotScript]
# [http://directory.google.com/Top/Computers/Software/Operating_Systems/Linux/Security/Advisories_and_Patches/?il=1 Computers > Software > Operating Systems > Linux > Security > Advisories and Patches]
# [http://directory.google.com/Top/Computers/Software/Configuration_Management/Bug_Tracking/ Computers > Software > Configuration Management > Bug Tracking] or the category [http://freshmeat.net/browse/1017/?topic_id=1017 Issue Tracker] at freshmeat

*  (Bug Tracking、Trouble Ticket System、Ticket/Request Manager、Issue Tracker、Issue Tracking System、part of [[Groupware]])
* [http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems Comparison of issue tracking systems - Wikipedia, the free encyclopedia]

[[Category:Cooperation]] [[Category:Software]]