OT Request: Bugzilla integration with Trouble-Ticket systems

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OT Request: Bugzilla integration with Trouble-Ticket systems

Jay Glanville
Hello all.

We're investigating getting a new trouble ticket system (basically, a
system that our customer support staff would use to track issues that
customers have reported).  We already use Bugzilla (and don't want to
drop it  ;-) ) to track our bugs.

Why not just use Bugzilla?  Well, trouble tickets aren't necessarily
bugs -- just because a customer is having a problem doesn't mean that
it's a bug.  Now, a ticket may escalate to the level of a bug (and this
is where the integration between the two comes in).  Thus, we need two
systems, but it would be nice if they could talk to each other.

So, one of our requirements for our new trouble-ticket system is the
ability to integrate (or at least talk to) bugzilla.

Does anyone have experiences with having both a trouble ticket system
communicating with Bugzilla?  It isn't a requirement at this point that
the trouble ticket system be open-source (I'd like it to be, but it's
not a requirement).

What systems did you try?  How well did it work (or not work)?  Would
you recommend it?

Thanks for any feedback you can provide.

JDG
 
---
Jay Dickon Glanville


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Re: OT Request: Bugzilla integration with Trouble-Ticket systems

Hans Roijmans
Try looking @ http://osuosl.org/projects/helpdesk/

Jay Glanville schreef:

> Hello all.
>
> We're investigating getting a new trouble ticket system (basically, a
> system that our customer support staff would use to track issues that
> customers have reported).  We already use Bugzilla (and don't want to
> drop it  ;-) ) to track our bugs.
>
> Why not just use Bugzilla?  Well, trouble tickets aren't necessarily
> bugs -- just because a customer is having a problem doesn't mean that
> it's a bug.  Now, a ticket may escalate to the level of a bug (and this
> is where the integration between the two comes in).  Thus, we need two
> systems, but it would be nice if they could talk to each other.
>
> So, one of our requirements for our new trouble-ticket system is the
> ability to integrate (or at least talk to) bugzilla.
>
> Does anyone have experiences with having both a trouble ticket system
> communicating with Bugzilla?  It isn't a requirement at this point that
> the trouble ticket system be open-source (I'd like it to be, but it's
> not a requirement).
>
> What systems did you try?  How well did it work (or not work)?  Would
> you recommend it?
>
> Thanks for any feedback you can provide.
>
> JDG
>  
> ---
> Jay Dickon Glanville
>
>
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