35

In our DevOps team (~10) we get a few bug reports, change requests or incident reports per week. These modest volumes don't merit an application like TopDesk, so I wondered if someone knows of a good (and free) incident management tool. A search on Google didn't yield any interesting results, but maybe I was using the wrong keywords.

Requirements

  • Creation of tickets
  • Ticket categorization
  • Ticket prioritization
  • Comments on tickets
  • Ticket tracking
  • Gratis

Environment

  • User > 50
  • Server should run on Linux (but Windows suggestions are accepted)
  • Client should be a web-app
  • 1
    Would you like that it works as web interface? You said you have experience with TopDesk, what characteristics you liked/disliked of TopDesk? – Braiam Feb 19 '14 at 14:28
  • @Braiam I like TopDesk, but it's too expensive for our modest needs. – Rinke Feb 19 '14 at 14:33
  • Talking about "DevOps": I'd have some system in mind which covers all your requirements IMHO (I'm using it myself), but would go far beyond (Wiki, source code, tickets, and more, with the possibility to link between all these components). Works web-based (interaction via web browser), runs a.o. on Linux. Would that be acceptable, or too heavy? – Izzy Feb 19 '14 at 15:26
  • 2
    Being a long-time Mantis user, we just tried Trello for a smaller project to document a testing phase. While not the most "classic" tool, I still think it might be something that could help you, too. – Uwe Keim Feb 24 '14 at 20:16
  • 2
    Mantis is a nifty tool, and quite versatile at that. – Deer Hunter Feb 28 '14 at 0:29
27

I'm a long-time user of Trac. It's a Python based client-server application, which means you run it on the server, and the "clients" need nothing but a web browser to access it:

Trac example TracDroid Trac Client
Example screenshot from one of my projects / Android clients (click images for larger variants)

It certainly matches your requirements:

  • Creation of tickets: Sure. That's its main purpose.
  • Ticket categorization: As the screenshot shows, in multiple ways: by component, ticket type, and more
  • Ticket prioritization: Yepp (the screenshot indicates this by background colors: the cyan ones are low prio)
  • Comments on tickets: Definitly. Even attachments are possible.
  • Ticket tracking: Sure. Everybody involved can even get a mail sent when anything happens (new comment, ticket state changes, etc.)
  • Gratis: Not only that, even .
  • User > 50: Let me count... My installation currently counts 203, so: check :)
  • Server should run on Linux: That it does here (currently on Debian)
  • Client should be a web-app: Yes. Just the browser is enough, so not even an additional installation required on the user's end. But if you insist, there are also alternative clients available ­– even for mobile devices, e.g. TracDroid or Trac Client on Android.

For a short intro, you might also wish to check the Trac article at Wikipedia.

While fully matching your requirements, Trac can do much more out-of-the-box: it contains a Wiki, and support for version control systems (source code). And you can cross-link between the components, to e.g. address a ticket in a SVN commit, or a revision in the ticket ("This is solved with revision:123"), or both from the Wiki, or... Well, you could also extend the functionality with one of the hundreds of addons available at Trac-Hacks.

Of course, the project site itself as well as Tac-Hacks are running Trac, so if you want to see a real live demo, just head there.

  • Can Trac create tickets that are sent to support@company.com ? – Grumpy ol' Bear Mar 24 '18 at 16:45
  • 1
    @Grumpyol'Bear or to user@example.com – up to you which email address you define for the project owner :) – Izzy Mar 24 '18 at 17:29
  • No, I meant Tracto be set up and configured so to have an incoming email support@company.com for issues to be mailed in. Then somebody with an issue writes to support@company.com with the issue, and then the Trac system creates a ticket automatically with the issue desribed in the email. Or did you mean Trac can have support@company.com or user@example.com as incoming email to automatically create tickets? – Grumpy ol' Bear Mar 24 '18 at 17:53
  • 1
    @Grumpyol'Bear AFAIR this is possible – either directly or with one of the many plugins. I've never used that feature, and stopped using Trac as well a few years ago. – Izzy Mar 24 '18 at 21:39
10

A few years back, I've tried Redmine and it could be an option for you.

Requirements

Yes You can create tickets, they are called issues in this environment
Yes Categorization of issues is possible
Yes Priorities for issues can be set, too
Yes Every issue can be discussed by adding comments
Yes Issue tracking is integrated (for example by subscribing to an issue specific RSS feed)
Yes It's open source and free

Environment

Yes More than 50 users should be possible, although I haven't tried it myself.
Yes Server side runs on Windows, Unix, Linux and Mac
Yes Clients use a browser to access the tool.

There's an online demo available: http://demo.redmine.org/

6

Mantis Bug Tracker

I would suggest Mantis as few commenters already did. I'm using it successfully. It is:

  • free
  • open source – GPL
  • well-customizable just by configuration (workflows, statuses, categories, priorities)
  • mobile access addon (3rd-party, not free)
  • e-mail integration – creation of tickets from e-mails

Requirements:

  • PHP

Mantis is a great starter for individuals and small companies because standard PHP hosting is currently more accessible (and cheaper) than other options. For example many standard web providers don't support Python or ASP.NET.

3

I have used the SiT! Support Incident Tracker (and actually compared it to other solutions).

It fulfils all of your listed requirements.

enter image description here

Requirements

Yes You can create tickets
Yes Categorization is made with skills, products and sites
Yes Priorities for issues can be chosen
Yes You can add comments and see the history of the incident
Yes Ticket tracking is possible
Yes It's open source and free

Environment

Yes Supports more than 50 users
Yes Server side runs on Windows, Unix, Linux and Mac
Yes Client is a webapp.

  • Can SiT! automatically create tickets if somebody mails support@company.com with an issue? – Grumpy ol' Bear Mar 24 '18 at 16:52
  • @Grumpyol'Bear: I guess but please ask at superuser.com to be sure and know how. Cheers! – Nicolas Raoul Mar 25 '18 at 1:50
2

I agree with Customizer's suggestion of Redmine. Our team has been using it for years and it's worked out great for us.

Just so you know, you can go to Digital Ocean and quickly spin up Redmine with their one-click install. Might be quicker than installing on your own server for testing.

1

We are using Eventum for both customer support tickets and development issue tracking.

Requirements:

  • Creation of tickets - a click away
  • Ticket categorization - check
  • Ticket prioritization - check
  • Comments on tickets - set it initially, editable afterwards
  • Ticket tracking - check
  • Gratis - check

Environment:

  • User > 50 - no problem
  • Server should run on Linux (but Windows suggestions are accepted) - Linux; requires MySQL and PHP, so it is quite easy to customize
  • Client should be a web-app - I added a few screenshots for your convenience:

General image view

enter image description here

enter image description here

Here's a short presentation: slideshare.

Accolades: "Eventum is used by the MySQL AB Technical Support team, and has allowed us to dramatically improve our response times."

1

Take a look at GitLab. It fulfils all your requirements, it's open-source, and the platform that it's a basis of is a leading competitor to GitHub. You may either use that platform for free or self-host.

protected by Community Jun 10 at 4:52

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