I was reading a post on the alt.net mailing list that just showed up on my inbox and thought it would be best to reply here:
We use Bugzilla for tracking everything that goes on with our applications. We have tried getting rid of it and failed too many times now (to replace it with JIRA, Fogbugz, mantis, SugarCRM, SalesForce and VSTS to name a few), there is just no better application. Bugzilla is not exactly what we want, but neither is anything else. We have since gotten rid of the idea of replacing Bugzilla and have integrated it with the rest of our processes. It receives commit messages from subversion; it will soon receive error reports directly from the application; we are looking into getting ccnet build reports to integrate into it. Our customer service had been using sharepoint to track and deal with their tasks, but they will soon be switching fully into Bugzilla. Our scrum board is nothing more than a shared search that looks at bugs that block a sprint tracker (this works really well as I work from Montana and the rest of the company is in Ohio, Pennsylvania and New Jersey and an actual whiteboard would be rather impossible). We now use it to do everything from manage releases to tracking defects and enhancements to track modifications made to the firewalls and network infrastructure to record helpdesk phone calls with their solutions.
Needless to say, our company runs off Bugzilla (yes, that takes BDD to a whole new level).
Even though it is not perfect and the imperfections are glaringly obvious (yet nearly impossible to explain how to fix), wherever it is good it is almost perfect. The perfect tools for this would fade into the background and no one would realize they were using them. It is very natural to use a buglist for the scrum board. It is also quite natural to commit a revision to subversion and have a bug get resolved as a side effect (well about as natural as the act of committing in subversion can be). Or to publish a release (another commit that goes against a different bug) then get up and go get a drink as CruiseControl.NET updates the qa environment and bugzilla resolves all the bugs waiting to get to qa, sending emails to the relevant testers that the issues are ready for them to verify, all without any user interaction (other than the commit).
What isn’t good about it is that anything that isn’t integrated or doesn’t have a natural appropriate workflow from the business perspective (regardless of the tool) is very difficult to get anyone in a habit of using (time tracking for example has not caught on despite the fact that we need to do it and know we have for the past 2 years). If the item that we try to quantify with Bugzilla is not a direct result or direct byproduct that appears on its own (even though it is something that can be figured out and we know how to do so) then it inevitably doesn’t get tracked.
Time tracking is an example there, but so are:
“What UI areas does issue X affect that will be visible to end users?”
“Does this issue need to be in release notes?”
“What was the outcome of meeting N on mm/dd/yyyy which related to this bug and why was implementation A taken over B?”
“What meetings has this bug been brought up in?”
“How much impact does this issue have with end users?”
We have been trying to figure out how to quantify those questions and many like them for several years and that is why we have tried other systems.
Additionally we have run into another issue which dwarfs the questions of this topic, as ultimately I feel that any of those systems could have wound up working for us (except VSTS, that one just didn’t fit the bill at all) had they been introduced at the right time (Bugzilla was introduced early and was simply leaps and bounds better than mere email), and that question is: “How do you deal with taking over another company that is at a different location and uses an entirely different task system?” The single biggest problem with Bugzilla at our company is that it isn’t enough to receive the corporate Buy-In from the higher ups in other locations who are already entrenched in a different system. It is far more important to be using a single task system companywide which works good for most things (and excels at a couple) than it is to sit down and figure out which system is best for you right now.