Bugzilla gets the job done
Updated April 03, 2017

Bugzilla gets the job done

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bugzilla

We use Bugzilla departmentally both as a defect tracking tool and as a customer escalation tracking tool. Because the two categories of issues are often interrelated, we found that one type of issue often becomes another, and vice versa. This helped streamline our process between our customer support organization and our software development organization.

Pros

  • Customization of fields
  • Flexibility of permissions system
  • Ease of use

Cons

  • Bugzilla UI continues to look dated out of the box. Engineers want pleasant to use tools, not something that looks designed for the early days of the web.
  • Bugzilla administration continues to be a pain point. We have needed to dedicate one engineer with a specialized skillset to manage Bugzilla.
  • Bugzilla could get some features to make it easier to bulk add items to the database - we use other third party tools that interface with Bugzilla to do this, but at a cost to the organization.
  • Unification of toolset (one tool for managing software development defects and customer escalations)
  • User appreciation for ease of use in finding interrelated issues amongst different product areas
  • Users continue to express how ugly Bugzilla is, and while skins are readily available, none give a really polished feel to the system.
We migrated away from the whole suite of Rational tools because of their massive complexity around administration and inflexibility regarding workflows. In addition, the suite was insanely expensive, and users hated the usability of the tools. We evaluated, and liked JIRA, but because the organization was looking for cost savings, we ended up going with Bugzilla and it's FOSS model so as to avoid ongoing costs.
Bugzilla is well set up to support multiple related projects within an organization, perhaps even just as different components of a larger software package. With the flexible permissions model, Bugzilla is well set up to provide separation of concerns between projects, while providing ease of information sharing between interrelated areas. Users of a system configured as such will find that their workflow is streamlined by not having to leave a given system to enter their defect against a different area.

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