On 09/03/10 21:45, Karsten Silz wrote:
On 9 Mrz., 00:11, Peter Becker<[email protected]> wrote:
There are other
commercial offerings such as the Atlassian tools which are loved by many
(http://www.atlassian.com/). I've got not too much experience with
those, but that little bit suggests that they are not as accessible as
trac, but more powerful.
Agreed. I used Bugzilla for a couple of years before switching to
JIRA, and it was a revelation (JIRA actually had the concept of
releases and versions - oh my...). JIRA is a lot more powerful than
Trac, but Trac's wants to be as minimalistic as possible. For
instance, we added a "Closer" custom fields to JIRA and could specify
its type to be a user name, so you got the "type-ahead completion" for
user names. Trac has types for custom fields, too, but you can't
specify them to be user names (http://trac.edgewall.org/wiki/
TracTicketsCustomFields).
Don't get me started on Bugzilla ;-) It took me years to file my first
bug against Eclipse and that was not due to the amount of issues I found.
Trac's tickets are quite accessible by default and if that's not good
enough you can always use this:
http://trac-hacks.org/wiki/SimpleTicketPlugin
I think having an easy way to file tickets can be very important if you
want feedback from non-technical users. And that means not having to
figure out which 10% of the form you should actually fill in.
BTW: surprisingly Sun (or Oracle) got that right for JVM crashes. I
filed one of those today (SIGSEGV in HotSpot) and that was very
straightforward. No ticket URL as answer, though :-(
I think a ticket form for end users should only capture the basic
information plus an email address. Somehow I think that people who are
willing to file a ticket are also happy to follow up with more
information if asked nicely.
Peter
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