Suitable for support/trouble tickets? - General discussion

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Forum General General discuss... Suitable for support/trouble tickets?

8/10/2006 5:08 AM

	JasonBSteele
1 posts

Suitable for support/trouble tickets?

Hi there,

Can you tell me whether BugNET si suitable for use as a support or trouble ticket system?

Such a system would allow my customer to log support issues, and see all their support issues, but nobody elses.

It would not expect the customer role user to enter information such as who the issue is being assigned to.

If BugNET doesn't support this, do you have plans to add this functionality or can you recommend a product that does?

Many Thanks,

Jason

8/11/2006 7:32 AM

	admin
658 posts
bugnetproject.com

Re: Suitable for support/trouble tickets?

I don't see any reason not to use it

With the permission system you should be able to configure your users to view and report issues. Assigning the user when an issue is being reported is controlled by a permission so you can disable this for a role. Viewing just their own issues might be the tricky part as this doesn't exist yet. You could always create a new page to handle this. In 0.7 there is a "my issues" page that provides this functionality.

I think you will find the next version will also meet your needs more with the addition of custom fields.

Where I see BugNET not meeting the needs of a support / ticket system is in the workflow area, such as escalation of issues based on a certain criteria. This would be an interesting addition to the application in the future.

You can always customize the code to meet your needs as well, the beauty of open source.

Davin Dubeau
BugNET - Core Developer

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