What tools do you use to manage Change requests and Bug Reports [closed]

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The issue we have is for example the customer requests a change or reports a bug which initially gets inputed into our bug tracking software (TFS) but 10 emails back and forth later the initial description in the bug report is out of date. it's a pain 开发者_开发问答to go each time and update it and most of the time it's not.

This becomes a headache as sometimes we can't give a status on a feature and the only way to know if it's been done is to run the application and see if it's there.

Is there a tool that can simplify this process? Thanks

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Disclaimer: I am the CTO at Assembla

Assembla is a Project Management tool with integrated repositories (subversion, git, hg and perforce) with an integrated bug and issue management tool.

You can interact with each other in the system via @mentions or emails to get focus directly to the questions of your customer for your engineers.

Furthermore, your customers can follow the status of the fix, without having to ask, they can just view the status in the system.

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As a point of clarification, it sounds like your process is flowing like so:

1- Client calls up "help desk" or whomever and requests a change to your software.
2- Call recipient inputs, verbatim, the request into your bug tracking system.
3- Recipient of bug contacts client and gets more details on the request.
4- After the details are worked out, often times the original request looks no longer like the actual request.

Does that seem right?

It sounds like you need to separate your bug tracking system and your CRM system and better train the people that communicate with the clients to ask better questions and log more details.

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You should set up your bug tracking software to notify appropriate people each time some one touches the bug. This way the "10 emails back and forth" are generated on changes from the software.

No, of course you don't add a client's email to the bug tracking software (JIRA, bugzilla, etc) but you do forward to the client the changes you think appropriate, and you do incorporate the client's requests into the description of the proposed fix.

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FogBugz allows you to email the client through its interface, and will track correspondence through FogBugz. It will only show the client the emails to or from them, but show internal users (developers) internal bug communications as well