Basically, I’m looking for a software package that offers the following features:

• The ability to create “tickets” which can be used to assign individual work tasks to individual developers or groups of developers. The tickets must also be able to handle multiple iterations of changes and hold onto conversations between the developer and the requester.
• Should have the ability to support 10+ “projects”, as well as have hierarchical categorization for projects and tasks.
• Must be able to handle over 250 users.
• Must have a built-in, modifiable workflow.
• The ability to generate metrics based on input/output, open/close rate, iterations, length of ticket life, etc.
• Web-based interface.
• Must be enterprise level and hosted on-site (NOT off-site like Basecamp).

I know it seems like a lot of stuff but it’s really not. I’ve evaluated large and small packages like Jira, RightNow Web, MS Project, PVCS Tracker. We’re currently using an old version of PVCS Tracker and it’s just not cutting it. My developers didn’t like Jira, nor did my clients. RightNow Web was the closest I’ve found to what we’re looking for but our clients balked at the $40k+ price tag.

Anyone out there have some ideas?  Please post a comment if you’ve got some ideas.  Thanks!

Technorati Tags: bug tracker, Jira, MS Project, Project Management, PVCS, RightNow, Software