This is an old revision of the document!
nit : I suggest to start from the ITIL's summary done by dsolajic when reporting issue #0007721. I copy/paste/modified his text
nit : this is a first structure for this topic. Feel free to enrich & modify the following approach
ITIL is set of best practices (guidelines) for IT Management. It can be devided in 2 main areas:
The oportunity is more in Service Support area plus Service Level Management. The different subject to cover are the following :
This part is pure mantis configuration. Maybe sharing configuration is enough ?
For dsolajic : bug → incident, severity → impact, urgency → priority (actualy urgency and impact give priority through Eisenhower matrix)) Priorities are usualy fixed on low, medium and high.
For nit : reproducibility → Nature (incident, service request, request for change), severity→impact (low, high), priority→urgency (urgent, not urgent), priority = low, medium and high quite the same in fact
Alerts on incidents close to resolution time, etc. AND Configurable reporting
Mantis is not very oriented to that topic. Maybe a link towards another open source tool could be a good solution. (example : http://glpi-project.org/ )
Using mail Parser provided here ? http://www.mantisbt.org/bugs/view.php?id=4286 ?