Ticket managment ambiguity

Hi Babynus !

With the integration of screen "Ticket dashboard", your software become an interesting ticket management system.

Is this the direction you want to take for your software?

The answer I think is no.

But, I stay confused.

Who create a ticket? A developer, a project manager, help desk support?

Tickets still have a strong relationship with the projects.

I don't think that help desk support can associate a product issue with a project.

I would like that you precise your orientation on the ticket management in ProjeQtOr.

Second, I don't like to have a field for the product (component) and another for the version. Their application are not intuitive. I would like you rework this part.

Regards

Ticket management is used mainly to interact with customers. (Customer <-> Development team).

Is exact?

Tickets have a mandatory relationship with a project. If they want to create a ticket, customers must know the project name.
During the project realization, I think a customer can to know the name of the project. But after, I am not sure.

My misunderstanding is that I am trying to link ProjeQtOr features with our needed.

Here, a customer is an internal staff. We build systems to respond to it needs.

During the system lifecycle, we create different projects to development, maintenance, reform and so on.

I thought that I could use the product as system and use the product version like phases of the system. I would want to create a different project for each phase and link them to version.

In my case, what do you advise me?

Could you explain your ideas ?
How do you expect it to work easier ?
NB : The product entry is mostly a way to reduce versions list when you have may work on many versions of many products. You may directly select the verison...

Due to the links complexity between project, product (version) and component (version), I understand why you use all these fields. But, this not intuitive.
You must put the complexity in the right place.

First problem are filters.

By default, lists of values are filtered according to link between project and versions of products.

You offer possibility to select the product (version) and component (version), out of the project scope. But, I must click on magnifier icon to see the complete list of values.

The second problem is the number of fields.

You have four fields for issue origin and two for the target version.
The user wants to set only the origin product (component) of the problem and which in version the resolution will be applied.


My advice is:

• You must show on ticket screen only two fields: "origin product" and "target product". You change the list of values by a readonly field.

• When user click on a button, a dialog box appears and show lists of values in hierarchical form. (Products with their version list, Components with their version list). The dialog box has a radio button for setting the filter. By default filtered according the project and the other button for "all projects".

You should put the radio button filter on each dialog box where we must click on magnifier icon to get lists of values for all projects (like dependencies, linked elements and so on).

Have a great weekend!