Item: Bugzilla
Rating: 9
Author: Shailesh Patel

Overall Satisfaction with Bugzilla

Use Cases and Deployment Scope

Bugzilla was used by the QA department when we tested the Remedy application and logged the defects/issues found during the testing.

Pros and Cons

Pros

Bugzilla was used to log the issue from customers, internal code error and other environmental issues.
It helps to track the issue, progress the issue and monitor the issue for long run.
It is very strength full tool I think.
It is very friendly user and nice to have it.

Cons

I think you should compare the defect module structure with Quality Center Defect module and structure and modify according to it.

Return on Investment

Positive - It is very user friendly and easy to manage.
No negative but its not an advanced level tool as compared to Quality Center Defect module.

Alternatives Considered

Quality Center

Bugzilla is easy to learn, easy to use and track and has an affordable price.

Likelihood to Renew

It is easy to use and affordable.

Likelihood to Recommend

It is very suitable for beginners and a firm smaller than 1000 employees.

Using Bugzilla

Users and Roles

46 - remedy use

Support Headcount Required

5 - I think

Business Processes Supported

To log the issue
Track the issue
Monitor the progress

Innovative Uses

Make it as comparable with QC Defect module
More user friendly user

Future Planned Uses

Same as today

Evaluating Bugzilla and Competitors

Products Replaced

Key Differentiators

Price
Product Usability

This is appropriate for a smaller company.

Evaluation Lessons Learned

no idea

Bugzilla Implementation

Implementation Rating

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was a major issue with the implementation

Implementation Issues

Issues are difficult to view as a whole
SLA issue

Bugzilla Training

Training Types Used

In-person training

In-Person Training

I know it.

Configuring Bugzilla

Product Configurability

Yes it is.

Configuration Lessons

No idea.

UI Customization

No - there is no facility to customize the interface

Extensibility and Customization

No - we have not done any custom code

Bugzilla Support

Support Rating

I prefere this.

Bugzilla Customer Support Pros and Cons

Pros	Cons
Quick Resolution Knowledgeable team Kept well informed Immediate help available Support cares about my success	Poor followup Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response

Bug Resolution

Exceptional Examples of Bugzilla Support

Yes.

Using Bugzilla

Usability

I have used and found this rating.

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Well integrated Quick to learn Feel confident using	Unnecessarily complex Requires technical support Inconsistent Cumbersome Lots to learn