Moving tickets between projecs

afrojas's Avatar

afrojas

17 Dec, 2008 08:58 PM

I realize this is kind of a stupid question, but seeing as how I only have a free account and thinking about suggesting this as a company wide tool, I'd like to know if it is possible to move a ticket from one project to another.

Our workflow may involve people who are unfamiliar with any of this to be allowed to send in tickets (via email), but they may get the project wrong, which is why I'd like to be able to reassign a ticket to another project.

Thanks!

  1. 1 Posted by Will Duncan on 17 Dec, 2008 09:10 PM

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    Would the same people have access to multiple projects? Each project is given a unique email address to use. And from my experience with Lighthouse, multiple projects for the same application or subject tends to get messy, even if you can migrate the tickets.

    If it's clients you're dealing with, and they might muddy up your development workflow, I suggest checking out http://tenderapp.com which we built specifically for this reason. It's currently in private beta, but if you want to check it out you can request an invite on http://help.tenderapp.com

    We do have the code base finished for migrating and mass editing tickets. It's a few weeks out from being deployed into Lighthouse probably.

  2. 2 Posted by afrojas on 17 Dec, 2008 11:07 PM

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    Yeah, well here's the situation: This is a mid-size multi-channel retailer with 65 employees total. There are 2 developers (not enough, but what else is new), including myself, that manage the codebase. What management wants is an address that anyone within the company can mail their software related issues to. We (the devs) can't, however, trust most of these people to make the right distinction between what is a cart related issue, versus a CMS related issue, etc.

    So I was thinking they could email Lighthouse at some generic project, then one of the two of us move that ticket to the appropriate real project, and go from there. So I guess we, the devs, could treat everyone else in the company as 'clients' and use Tender integrated properly with Lighthouse to do this. Is that what you would suggest?

    Thanks so much for your time and quick response, Tender seems awesome :)

    -a

    On Wed, Dec 17, 2008 at 1:10 PM, Tender Support [email blocked]wrote:

  3. 3 Posted by Will Duncan on 17 Dec, 2008 11:23 PM

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    Tender sounds like a better solution for their end of things, keeping Lighthouse barebones with current developers and people who know how things should be tagged.

    For instance, for Lighthouse we have one project consisting of a few developers, 2 support staff, and a designer. Users submit to support@lhapp or http://help.tenderapp which then creates a discussion based off that email which you can also reply to.

    We then pick and choose what goes into our associated LH project from Tender discussions, since you can create (will be able to create soon) and associate those discussions with the correctly filed ticket, keeping the clutter and incorrect tagging structure out of our development workflow in Lighthouse.

    Also, when a ticket or issue is resolved in Lighthouse, it will close out the discussion in Tender. Now Tender is geared more towards feedback, but the cool thing for you is that you can assign multiple discussions or instances to one ticket, the ticket will reflect that it has been assigned to those discussions as reference as well.

    You're main problem is that only project members can email into LH, so you would have to have all employees setup on that LH account, vs having some sort of private tender setup where they all know where to email, and never have to deal with any of the project management or organization side of things.

    You're situations isn't too different from handling Lighthouse support. We have a lot of users and a lot of feedback, and keeping them out of the actual development process greatly increases the efficiency in development time and project organization.

  4. 4 Posted by afrojas on 17 Dec, 2008 11:30 PM

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    Great, thanks for your help Will, I appreciate it. I've filed a request at the tenderapp Tender for a beta invite, it would be great to test it out and see how it works for us. Sounds perfect.

    Thanks again.

  5. 5 Posted by Will Duncan on 18 Dec, 2008 12:01 AM

    Will Duncan's Avatar

    Ok, you should be all setup on Tender now. If you have any questions about our Tender --> Lighthouse workflow, free to ask. Pretty much the entire problem you're trying to solve is why we have this whole setup in the first place.

  6. brandi closed this discussion on 29 Jun, 2012 10:05 PM.

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