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Content

You are here:
  1. Forums
  2. General discussion

Bug Tracking / Help Desk System

Added by Mike Bielser over 9 years ago

Hi all
I’m new to OpenProject, so please bear with me.
I’m looking for an integrated software solution that provides

- project management (tick),

- wiki / forum (tick)
- bug tracking / help desk
for our small company and came across OpenProject. The last point on my list has me a bit puzzled. Basically (from reading the FAQs etc.) OpenProject does do bug tracking (essentially one uses a special work package “bug”). However, we also need “Help Desk” functionality for our customers. I’ll make two use case examples:
1) A user has experienced a problem (either with the hardware or the software) and visits the “Self Help” section of the products forum (Q: can some forum parts be accessible to company-external people like customers, while others are locked to them?)
2) A user sends an email to <support@company.com>, a ticket gets created, and the user gets an email feedback with a link. From then on, the user can follow the ticket in his web browser (Q: is all ticket communication public, or can some of it be hidden, e.g. from third level support on it’s hidden?)

Can use cases like the two mentioned above be realised / configured in OpenProject?
Thanks so much for any help or pointers you can provide!
Mike


Replies (2)

RE: Bug Tracking / Help Desk System - Added by Robin Wagner over 9 years ago

Hello Mike,

thanks for your questions.
I’ll try to answer them.
1) The visibility of a forum cannot be differentiated based on different boards in the same project. You could create a forum in one project and make it public to everyone and create a different forum in another project which would be restricted in terms of who can access it. However, the use case you describe (FAQ etc.) may be best solved by using the Help Link plugin. This plugin allows you to change the link of “? Help” you find in the OpenProject header to a wiki page of your choice. There you may include your FAQs etc..
2) While OpenProject should be able to deal with incoming emails (configurable in “Settings” > “Incoming emails”), I’m not quite sure if this would fulfill your use case. In general, the visibility of work packages can be restricted by project and / or by the permission of users. However, within a project there is no option to allow a user to see certain work packages and not others.

Hope this helps.

Best,
Robin

RE: Bug Tracking / Help Desk System - Added by Various Interactive about 5 years ago

Hi Mike,

maybe this helps you (I know your question is already outdated, but maybe other users are looking for something similar): https://varioous.at/blog/ticketing-system-mit-openproject/

Best wishes,
Harald

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