RequestTracker: Difference between revisions
Jump to navigation
Jump to search
(→RT 的用途: add eSupport) |
(→相似功能的程式: add Get Satisfaction) |
||
| Line 36: | Line 36: | ||
Commercial 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],. | Commercial 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://getsatisfaction.com/ Get Satisfaction - People-Powered Customer Service] | |||
* ex: [http://getsatisfaction.com/foxmarks Customer support community for Foxmarks] (feature request and conversation) | |||
== 相關分類及詞彙 == | == 相關分類及詞彙 == | ||
Revision as of 16:16, 7 June 2009
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：Debian 錯誤追蹤系統
RT 的用途
- 客服中心 (Helpdesk) ex: eTicket, PHP Support Tickets, Support Services Manager or commercial PerlDesk($), eSupport - Kayako support desk software, customer service software($)
- 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 的應用
考量因素
- 是否符合使用者現有習慣(Email即可)
相關文章
- RT使用手冊 & RT Wiki
- 約耳談軟體(Joel on Software) - 無痛錯誤追蹤
- Source Version Control - CVS, Perforce, VSS and Bug Tracking
相似功能的程式
OpenSource software:Bugzilla(中文), RT, Tigris, phpBugTracker(中文:n/a), Mantis(中文語系檔:UTF-8; demo; 安裝教學: 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)
Commercial software: ProblemTracker, MetaQuest, FogBUGZ, Jira issue tracking system, Nidelven IT - Issue Dealer,.
Get Satisfaction - People-Powered Customer Service
- ex: Customer support community for Foxmarks (feature request and conversation)
相關分類及詞彙
(以Google網站目錄為主)
- Computers > Software > Help Desk, or the category at HotScript
- Computers > Software > Operating Systems > Linux > Security > Advisories and Patches
- Computers > Software > Configuration Management > Bug Tracking or the category Issue Tracker at freshmeat
- (Bug Tracking、Trouble Ticket System、Ticket/Request Manager、Issue Tracker、Issue Tracking System、part of Groupware)