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Added by jason southwell over 8 years ago
I’d like to be able to specify the Types of Work Packages that can be created based on the Role assigned to the user. Is this possible? It appears that all types can be created new by all users regardless.
My use case here is one where I would want our Support department to only be able to log a type of Incident. That incident may later be linked to Bugs, Change Proposals or a series of User Stories/Requirements, but Support should never enter Bugs, Change Proposals or User Stories/Requirements.
Is that possible without creating a separate project just for support incidents?
Replies (2)
Hi Jason,
as of now, it is not.
We are planning to boost the importance of the types so that more of a work package’s behaviour is determined by its type. E.g. the relations it can have but also a package’s localisations. So your request fits into what we have in mind. But it might still be some time before we get to it. If you want to give your request additional visibility I recommend opening a package for it.
In the mean time I think that one can do a lot by establishing conventions within the user group that support should only log incidents. Maybe it is then not enforced by the system but once a convention is agreed upon, and a few errors are made and pointed out, people will work accordingly. Breaks in convention are easy to spot as modifications on work packages are visible.
Best
Jens
When you have more than a handful of people involved, perceived convenience always wins over convention. If convention were a valid workaround, our existing tools would work brilliantly as is. Unfortunately, that’s not the case.
In our use case, we will have tasks that come in from the call center as support incidents, most of those are noise as several users may report the same issues. We want to be able to consolidate (or associate) several issues into a single bug/change request/deliverable/task which is then worked internally by other departments. I would then need to be able to query the bugs/changerequest/deliverable/task to see the range of incidents that have been reported and how many customers those reports spanned in order to help prioritize the work for our teams.
The only alternative I can see would be to create a separate project to hold the different work package types, but then I’m worried that the association across tasks might be lost. So long as the call center agent could search for the bugs/changerequest/deliverable/task to associate the incident with and I can associate them via a query, that probably would work.
Do you have any other ideas? I’m happy to add a work package here for the request but don’t want to add it to the queue if there is a better way to do what I need to do.