Alcea IssueTrack

Pros: The Alcea Issue Tracking software is extremely configuarable and adaptable to our needs. I was able to learn how to make needed changes quickly and easily. It has become a great tool for our users at several locations.

Cons: A couple of the changes that I wanted to make were not intuitive. However, once the vendor showed me how it was done, I found it to be rather simple.

Comments: This software has been very helpful for us to assign tasks to field contractors who do not have full access to our network. Alcea IssueTrack allows us to create work orders which notify the contractors and when the work order is updated or completed we get notifications so that we know when items are resolved or when more information is needed.

Pros: The best part about this software is that it allows full customization to suit our needs. It allows us to setup users and input fields for our needs and is allows us to modify as our needs change. Also, since it is all browser based you don't need to install any software. The only thing you need to be able to use it is a web browser an Internet access.

Cons: It is rather cumbersome to export data out of the system in order to keep a local copy.

Comments: We have used the product for 8 years at the City of Ottawa, and we have helped suggest updates and uses. Our Risk Management, Scope Management, and Action Item tracking processes are based on the the underlying workflow engine, and the customization of screen forms and reports. The software allows us to easily cross-link across the processes, and link all items to the associated authority* meetings where approval decisions are made. This is a efficiency improvement when it comes to audits and freedom to information requests.

Pros: The ability to develop various process tracks, each supported by their unique workflows and rules, and being able to cross-link between tracks for complete trace-ability is a huge benefit to our project.

Cons: Can't think of anything at this time. As with most database tools it take a while to get user support.

Comments: FIT offers a number of features that you can customize to some extend to fit business needs. I believe this is the potential of the application. In term of usage, it requires some technical knowledge to setup. I hope can be more user friendly / easier to do the setup. Customer support is a great, fast and helpful respond.

Pros: Flexibility in setup.

Cons: Complexity in some features setup, example ranking, workflow and grouping.

Comments: We are heavy Alcea IssueTrack users and have developed a workflow that works well for us. The customer service is excellent. I am the new administrator for the IssueTrack in our team and have needed support and how to help several times which has been very productive.

Pros: Ease of documentation and flexibility of fields. Cloning and bulk updates are key features too.

Cons: User groups and privacy setup can be made more streamlined.
While managing hundreds of tickets, it would be nice to have a next page button instead of using the drop down to select what group of tickets needs to be used. This often becomes cumbersome.