Introduction of FogBugz bug-tracking system
Jan Herman Veldkamp
In 2011, the Library Infrastructure Development and Management department introduced the FogBugz bug-tracking system.
Aim
- To improve the service to internal and external customers by means of structured problem management and problem-status information.
- To improve monitoring of suppliers by maintaining a more accurate overview of reported problems.
- To record the frequency of, and throughput time for common problems.
- To build a knowledge base of known problems and solutions, so that the department is less dependent on the presence of experts.
Decision path for FogBugz
A number of systems were tested by a group of future users. The preference was for systems already in use at the University of Groningen. FogBugz was eventually chosen for its ease of implementation. It would have taken four months to implement the competing system, plus several scheduled days for configuration and instruction, involving the whole department. It took one person an hour to request and implement FogBugz.
Test period
The plan for the trial was to start with a small group of users, and use the system to record only the issues relating to LBS. A decision would be made on the basis of the trial. The response was so rapid and enthusiastic, that all manner of other projects and users were included in the trial. There was no longer any doubt as to whether FogBugz would be given the green light.
The situation at the end of 2011
The system has become an indispensable part of the department’s work flow. FogBugz is used within OBB to deal with various incoming questions and problems – 60 per week, on average. The top problem-solver is Peter van Rees. The OBB department now has a system that enables it to carry out tasks in a professional manner. The implementation process was virtually stress-free.
Jan Herman Veldkamp