mantis bug tracking vs. ticketing systems

[Ole]

Hi,
I'm new to this topic, we've installed mantis 0.19.2 and played around with it a bit.

We're looking for two things:
- a bug tracking software for our software developers
- a ticketing system for our user support group

To me many features of both systems seem to be very similar:
A user reports a bug, the support group verifies this and reports it in mantis. The developer then sooner or later fixes this bug. The support staff get's autmatically notified from mantis (that's great), but how does the end user (who initially reported the bug) can be notified?

So what I think we want to do is extend mantis to the end user but on a very limited scale - I don't want the full email report about to whom the call is assigned, which changes are made, which priority we filed internally etc. to be seen by our customer (the end user).

My question: am I missing something in Mantis (does mantis already have the requested functionality?
Can mantis be combined with ticketing systems? Any recommendations on which products, ...?

Any help would be greatly appreciated.

Ole

[harringer]

From my point of view the main difference between bugtracking and ticketing is that the user's of both types of solution are different and have different needs. Functionality might be similar, but differs in the details.

We are using Mantis for bugs and OTRS (http://www.otrs.org) for ticketing.

[Guest]

Thank you.
I agree,

Functionality might be similar, but differs in the details.

We are using Mantis for bugs and OTRS (http://www.otrs.org) for ticketing.

I've heard about OTRS but havn't tried it yet.
Are you using mantis and otrs as two completely separate systems or have you integrated the two programmatically in any way?

Anybody else out there who has some comments on using MANTIS together with OTRS?

Ole

[harringer]

I don't no if there's some default technical integration between both systems. It would make sense, since there might be relationships between incidences and bugs. Anyway in our case it was not worth to do that.

[michael.habbe]

Hi.

There is a big difference between Mantis and OTRS:

- Mantis you can install on all webservers with PHP, MySQL
- to install OTRS you need root access to modify httpd.conf

I tried to install OTRS at 1&1-Webhosting in Germany and called hotline. She said me, that there is no way to modify httpd.conf and run it. So i must give up. Unfortunately i can't run a local webserver (not yet).


Michael

[Ole]

Well, this is just a technical / installation issue.
My question was more feature and workflow oriented,
Ole

[Guest]

I tried to install OTRS at 1&1-Webhosting in Germany and called hotline. She said me, that there is no way to modify httpd.conf and run it. So i must give up. Unfortunately i can't run a local webserver

There may be ways to change the required settings other than by editing httpd.conf.

The web hosting people may add the required users and paths for you, or you could ask on the OTRS site for a workaround.

[damien]

Hi,

we are using mantis for both ticketing and bugtracking.

what we did is :
- change the word "bug" into "task"
- in the category field we add "bug" (and "request ; question ; billing...)

The only small problem is that we get some fields in "task" submission such as OS... But as none of these fields are required, we put a "N/A" everywhere.
We are know working to make the field related to bug only appear when the "bug" category is selected.

It's not perfect but :
1. it works very well
2. customer (who get the reporter rights) are very happy with
3. we keep the lightness of Mantis

btw we test several other system : Eventum, Tutos, double latte chocolate, flyspray...

[Guestttt]

We are trying to build Knowledge base width mantis. The thing so far works in test version. So far the problems are how to create search based on category and project.

I need to search all projects and some category - first q
I need to search 1 project and all category - second q
I need to search 1 project and 1 category - trd. q

How Do i do that....

Anyone

[thraxisp]

You should be able to generate saved queries for all of these.

We are trying to build Knowledge base width mantis. The thing so far works in test version. So far the problems are how to create search based on category and project.

I need to search all projects and some category - first q

This one would require an advanced query where you select the specific categories you are interested in. "All Projects" should be selected for the query.

I need to search 1 project and all category - second q

There is now an "[any]" (or equivalent) selector under the categories.

I need to search 1 project and 1 category - trd. q

Hope this works.

[Guestttt]

Another problem is filter. How can i turn off some of the filter buttons. I want 2 search the Knowledge Base only by category, project name and build.

My idea was 2 create (we are using mantis as our bug tracking sistem) Knowledge base as a bug. Let me explain: our help desk would submit bug "problem", width solutio.

"Summary" would be problem it self, "Description" would be solution or workoround and "Additional Information" would be some info about problem or something else...
In this situation, "Reproducibility" "Priority" "Severity" are not welcome. I changed the names of the buttons, every thing is all right except filters and view.
I will email the work i have done untill so far if somebody wants 2 use it...

Thx

[Abbala215]

Thanks for taking the time to help, I really apprciate it.