Here's the problem: PerlDesk satisfied your requirements, but my (good) experience with Bugzilla^* leads me to suspect that our requirements may not have substantial overlap. But maybe my requirments aren't your group's requirements.

Start here: Gather up a list of what's required in an issue/bug tracking tool. Get your boss's input on this since s/he's a major stakeholder. Then compare how Bugzilla, your tracker, and other alternative (like RT) satisfy those requirements.

Given the options available, I'm suspicious of the need for new home-brew systems.

* I was using BugZilla mostly as a management tracking tool, to give me oversight on where we stood, so I was leaning most hard on searching and reporting. I've heard good things about RT, too, though I haven't played with it yet.

++

I've been using RT for more than one year. It is way better than Bugzilla. Some pros that come to my mind:

• Very flexiable ACLs. You can configure easily who can see, reply, comment and admin tickets and ticket queues.
• Unlike Bugzilla most functionality is configurable via web interface.
• Unlike Bugzilla it is designed to be extandable via add-on modules.
• It is written in much better Perl. I'm sorry, probably Mozilla developers are good C++ developers but their Perl is crap (at least it was crap year ago when I looked on it last time).

Not sure how RT compares to PerlDesk as I have never used it but I urge you to look on RT too. It is very good.

Update: I forgot about another pro: RT has two-way email gateway. Unlike Bugzilla you don't just get notifications for new posts and comments but you can reply on them using your faivorite email client.

--
Ilya Martynov (http://martynov.org/)

krisahoch wrote: be aware that I will be quoting you.

Okay, you can quote me: how can we possibly give any informed responses without being informed of:

• The list of features
• Some code
• An accurate description of what problem space you are working with and why PerlDesk is better

And I wouldn't mind seeing the schema, either.

Don't get me wrong, Bugzilla leaves a lot to be desired, but I am hard-pressed to believe that someone can spend two weeks on a software package and produce a reasonable alternative. Of course, I know it can be done, but you'll have to offer some evidence of that (see the bullet points above.

The last point, about your problem space, is really important. If PerlDesk is tremendously inferior to Bugzilla for most of us, it still may be a better option for you, depending on your needs.

Cheers,
Ovid

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Ovid. I didn't say that I came up with an alternative solution, I said that I found an alternative solution
Now after a couple of weeks, I found out about a great little program called PerlDesk written by J Bennet

Please remeber I mean only for Support Tracking, not bug, or project management tracking.

My apologies! You're perfectly correct. I just downloaded Perldesk and am looking at it now. It's much prettier, but it is not nearly as feature rich (for example, in the demo, I see no support for dependencies). Also, I see some problems in the code, but I have to get back to work and concentrate on them later.

Cheers,
Ovid

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Please remeber I mean only for Support Tracking, not bug, or project management tracking.

In reality they are related very closely. In company where I'm working now we use RT for both bug and project management tracking. IIRC initially RT was designed to provide support tracking (RT = request tracker).

--
Ilya Martynov (http://martynov.org/)