New Tickets System
Dear Ben,
I took the liberty of copying and pasting this here from another
thread that you responded to.
-Kevin N.
We have just started using a new ticket system that integrates directly into the forum. The old trac system was failing to meet the needs of the users and the developers in many ways. The new system keeps all the discussion related to the ticket in one place, the forum. It then creates a bidirectional link to the ticket for the developers.
All the old tickets have been imported into the new ticketing system called lighthouse. None of the old data has been lost, however since we want to keep all the discussion of an issue in the forum, users do not get to post directly on the ticket or vote on it. In the new system being a watcher on a discussion (this happens by posting on a discussion) counts as a vote for a ticket attached to the discussion. While this is not ideal in discussion that wanders off topic, we think this is far superior to the trac system that required users to register and log into a different system to vote on tickets.
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Support Staff 2 Posted by Ben Spencer on 13 Jul, 2010 03:35 PM
Hi Kevin
Many thanks for taking the time to post this as a new topic. I'll try to get around to writing a blog entry about this soon.
Just to clarify that if users want to report any problems with Moneydance or make any suggestions they should do so by posting in the forum. Moneydance support staff will then create the ticket and attach it to the discussion. The ticket number will then be displayed with a red and grey graphic at the top right of the discussion. The status of the ticket will also be displayed. When the developers implement the suggested feature or fix the bug, they will follow the link back to the appropriate discussions and post about the resolution.
I recognize that only letting support team members create tickets is a significant departure from the way things were with the trac system and we this this is a necessary change in order to improve the service we are providing. The shear number of tickets in trac that are duplicates of existing tickets or not actually bugs has been making the important issues less apparent.
Sincerely
Ben Spencer
Moneydance Support
Angie Rauscher closed this discussion on 24 Jul, 2011 08:02 PM.