Work Ticket Change Management?

[bjarvis]

Dear Lazywebz:

My Dear Employer has been using Atlassian's Jira system for bug tracking. What we really need however is a proper change management system, one that enforces & records an approval process for work tickets.

Any recommendations for a change control system? The powers-that-be don't want to give up Jira so something which can interact with it would be ideal, but I'm open to anything reasonably priced.

I've used Remedy at my prior employer so that's already on my list.

Comments

[silvermink]

My main issue with Remedy's always been that it's a real monster of a thing, and is a pain to get configured and (in my experience) use.

You've probably come across this already but Atlassian's site does have a bit about using JIRA for change management which includes being able to enforce an approval process, though I'm not sure if JIRA's own auditing would meet your needs there: https://confluence.atlassian.com/display/JIRAKB/Using+JIRA+for+Change+Management

I wasn't clear from what you had said if you were already using JIRA in that way or if they'd come up with some sort of ad-hoc process. What kind of scale/ticket volume are you working with?

[rlegters.livejournal.com]

You should add ServiceNow to your list. Www.service-now.com. It's a hosted solution, comparable to Remedy, but much more easy to customize, and with a much more user-friendly interface.

[snousle.livejournal.com]

I've used Perforce and a few other things a little, but am generally satisfied with Microsoft TFS. There are a few things related to branching that have led some people to declare it (earlier versions?) inadequate, but I find it very easy to get along with if you are working in a windows environment. Not sure if that's the case.