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My company started using a product called Problem Tracker and then started using Remedy for customer problem reports. We finally incorporated internal problems into the Remedy product along with the customer trouble tickets. They follow separate paths and customers cannot see the bug reports.
Anyone with access to the system (which you get by asking for it) can log a bug. The director of software development and his direct reports assign bugs to the correct person. We do have testers (both integration and system) who report bugs against the documents on occassion. As Tech Pubs, we don't put things we find into the system since we know about the problems, but it gives others a chance to report missing, incorrect, needed information. Once the PRT is assigned to tech pubs, I get an automatic notice.
Works pretty well. We don't get punctuation error PRTs, but mainly missing information or incorrect or changed information notices. Occassionally we get the PRT that the new QA load of the software is missing help for new features, when we're still trying to update the documentation to include the new features.
Manager, Tech Pubs
Dallas, TX (yep, that one) mailto:mhiatt -at- vocaldata -dot- com
From: John Posada [mailto:JPosada -at- book -dot- com]
Sent: Monday, July 28, 2003 9:28 AM
Subject: Bug tracking application
Hi, guys...I've recently started using an application on our intranet called
FogBugz where my readers can post bugs and suggestions. I've been using it
for about a week and I've already seen benefits.
Anyone else using something like this to collect feedback from their
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