[uanog] PM+ticketing solution

[Volodymyr Litovka]

Привет,

сорян за вероятно чайницкий вопрос, на котором все уже наверняка сожрали 
собаку, но мне нужно вот такое:

Looking for an integrated solution, which consists of two systems: 
project management and ticketing. Either hosted or self-hosted solution 
can be considered. Any recommendations based on the following 
information will be appreciated.

A simplified view on communication flows is the following, where T-Sys 
and PM-Sys can be either separate products or be integrated into single 
product - the scheme depicts functional links, not placing:

The basic idea is to assist PM to do planning, based not just on so 
called "planned" activities, but also considering tickets (opened by 
customers), which, figuratively speaking, come from nowhere but can 
significantly influence the overall planning. The same for the existing 
projects - changing priority of any task/project can influence the 
overall planning. *That's why automation is the highly welcomed feature* 
in order to reduce administrative overhead - in case of changes, system 
can propose adjustments and PM can either approve or discard them and 
adjust the roadmap manually.

In general, requirements are quite common (except, may be, automation 
and integration):

  * projects/tasks management:
      o based on: priority, resources availability, new inputs /
        adjustments, tasks/subtasks sequence
      o with planned / in fact spent time (workers must be able to
        register time spent on the tasks / subtasks and leave comments
        on what and how it's going)
      o reporting: general, per project, per person (needless to say
        about PDF/XLS support :-) )
      o automated / semi-automated (by approval) / manual roadmaps
        adjustment
      o per-project access rights (in order to delegate this particular
        project's management to another person)
      o notifications (in customizable ways - Messenger/SMS/mail/etc)
  * tickets management
      o customer-facing portal
      o escalation chains, notifications (persons, communications ways -
        Messenger/SMS/e-mail/phone call - per priority)
      o time tracking for all participants (e.g. and at least - when
        ticket is on customer's side, when is on the performer's side)
      o integration with PM-Sys (i.e. opening a ticket or status change
        must be automatically registered in PM-Sys in the respective
        project)
      o reporting: per-customer, per-project, per-ticket

Either hosted or self-hosted solution can be considered. Any 
recommendations based on the given above information will be appreciated.

Thank you.

-- 
Volodymyr Litovka
   "Vision without Execution is Hallucination." -- Thomas Edison
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