Allowing customers to file bugs (best approach / workflow)
Posted: 28 Jun 2012, 14:57
I have been asked for possibility to allow our customers (distributors) to file bug reports in our Mantis system.
But I would like this process to be as simple as possible. Not sure what the best approach would be.
I don't want customers to directly inject bugs for developers, they need to be screened by a tester.
So far, I have considered the following options:
a) separate PHP form to temporary database. A tester will review and write actual bug report. This can be via a small appliation on testers PC.
Benefit: no involvement into mantis for customers.
Downside: some coding needed
b) anonymous reporting. Did not really find any solid how-to on this ??
Benefit: fields are correct, and no extra work
Downside: how to set this up ?
c) account per customer, as REPORTER
Benefit: each customer can track their own reports
Downside: much administration on accounts.
If possible, I would like the "reporting" part to be as "pretty" as possible, so a desktop application or separate PHP form would be my choice if I could choose.
What approach did others take if you had the following scenario:
5-10 developers
5-10 software projects
around 100 different distributors, more or less computer literate
need to get bug reports in a structured way.
I assume a helpdesk software could do the same thing, but again, would like to avoid too much copy/paste work.
Thanks for any input.
But I would like this process to be as simple as possible. Not sure what the best approach would be.
I don't want customers to directly inject bugs for developers, they need to be screened by a tester.
So far, I have considered the following options:
a) separate PHP form to temporary database. A tester will review and write actual bug report. This can be via a small appliation on testers PC.
Benefit: no involvement into mantis for customers.
Downside: some coding needed
b) anonymous reporting. Did not really find any solid how-to on this ??
Benefit: fields are correct, and no extra work
Downside: how to set this up ?
c) account per customer, as REPORTER
Benefit: each customer can track their own reports
Downside: much administration on accounts.
If possible, I would like the "reporting" part to be as "pretty" as possible, so a desktop application or separate PHP form would be my choice if I could choose.
What approach did others take if you had the following scenario:
5-10 developers
5-10 software projects
around 100 different distributors, more or less computer literate
need to get bug reports in a structured way.
I assume a helpdesk software could do the same thing, but again, would like to avoid too much copy/paste work.
Thanks for any input.
