Intro:
I'm working for a contractor company. We're making SW for different corporate clients, each with their own rules, SW standards etc.
Problem:
The result is, that we are using several bug-tracking systems. The amount of tickets flow is relatively big and the SLA are deadly sometimes. The main problem is, that we are keeping track of these tickets in our own BT (currently Mantis) but we're also communicating with clients in theirs BT. But as it is, two many channels of communication are making too much information noise.
Solution, progress:
Actual solution is an employee having responsibility for synchronizing the streams and keeping track of the SLA and many other things. It's consuming quite a large part of his time (cca 70%) that can be spend on something more valuable. The other thing is, that he is not fast enough and sometimes the sync is not really synced. Some parts of the comments are left only on one system, some are lost completely. (And don't start me at holidays or sickness, that's where the fun begins)
Question:
How to automate this process: aggregating tasks, watching SLA, notifying the right people etc. partially or all together?
Thank you, for your answers.
答案 0 :(得分：0)
显而易见的答案是在所有不同的BT之间创建集成。如果不知道那些是什么，很难说这是否完全可能。大多数现代BT都有API和支持集成。有些，特别是基于桌面的，不是。对于那些您可能需要直接监视数据库的人。
Zapier，正如有人已经建议的那样，是创建集成的一个很好的工具，可能已经有了一些你需要的东西。我喜欢Slack并且它有一个API，但消息基本上只是文本，除非你想在你的API发布消息时做某种分隔，它可能不会起作用。
我不确定预算是多少，但是创建集成会花费资源。我建议你雇人来管理这些。唯一负责的是交叉填充内部和外部错误跟踪系统并跟踪每个系统的进度。你真正需要的是一个对细节有很好关注的人，他们不必是开发人员。这比使用开发者资源更具成本效益。
另一种选择就是停下来。如果您的要求决定您使用您的客户＆＃39;你为他们做的项目的bug跟踪软件，只需使用他们的软件并停止重复工作。如果您需要某种中央存储库或用于管理工作的东西，可能只是一个简单的表格或电子表格与客户端，项目，问题编号，状态以及如果可能的话，客户端BT中的问题链接。我理解集中这一点的必要性和愿望，但如果它扼杀了生产力，那么IMO的机会成本就太高了。
如果您创建了一个集成工具，那么您确实会拥有一个非常可行的产品。这实际上是一个非常普遍的问题。