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The problem here seems to be that users/customers insist on customizing any such app to death. Personally, I think the optimal ticket system would have this da
by tacostakohashi 10y ago
The problem here seems to be that users/customers insist on customizing any such app to death.
Personally, I think the optimal ticket system would have this data for each ticket:
* A unique, prefixed ticket # (JIRA gets this right)
* An assignee (like an email To:)
* A reporter (like an email From:)
* A one-line summary (like an email Subject:)
* A multi-line body (like an email body, but ideally with markdown)
* Attachments (like email attachments)
* History for edits of all of these (not like email!)
That's it! It really is basically email, but with a unique ID, and editable with history instead of immutable with replies, and a decent UI, perhaps RSS + notifications.
Unfortunately, everybody else seems to think that their ticketing system should embody their vaguely defined and ever-changing workflow, prioritization, approval, and release management system, so they want to be able to add any number of possible statuses, approvals, workflows and and all the rest. Once you add that, you end up with another JIRA or ClearQuest or BugZilla, and the cycle repeats itself.
- dragonwriter 10y agoA ticketing system is a tool to support a workflow, and any friction it creates with the preferred workflow is waste. As is (consequently) friction it creates in changing the workflow as needs change. Thats just the fundamental and immutable nature of the problem domain.
- thomasdub 10y agoThis sounds very like Redmine [0]. It's ostensibly for project "issues" however it's extremely customizable and all of the above are included in the default config and not much more. It sounds like if you removed about 2 default fields it'd be perfect for the ticketing system you describe above. Plus RSS + Notifications + a solid API. [0] http://www.redmine.org/ http://www.redmine.org/
- naasking 10y agoEven the older Trac has all of those features.
- g4k 10y agoI am pretty happy with Enchant. It's is pretty simple, but flexible enough for up to medium scale environments.
- daveguy 10y agoThe app you seek is Asana. www.asana.com I'm not associated with them, but I have used them successfully for months at a time (better than most productivity software). The reason is it is well integrated and similar to email.
- JonoBB 10y agoAsana's start up time is just ridiculously slow. Probably the slowest webapp I've ever used. Also, you can't assign more than one person to a ticket, which is a pretty big limitation
- TheAceOfHearts 10y agoJIRA also doesn't let you assign more than one person to a ticket. Could you expand on why this is a problem? I'm not familiarized with this problem space so I'm just curious. The recent GitHub updates let you assign multiple people to reviews and such, but I find it's usually better to tag everyone you want to look at something. I don't think assigning something will send a notification.
- enraged_camel 10y agoAsana is pretty bad. It takes forever to load, which sucks when people send you URLs to tasks/projects and you have to open them individually and wait almost 10 seconds for each to open.