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<p>Привет,</p>
<p>сорян за вероятно чайницкий вопрос, на котором все уже наверняка
сожрали собаку, но мне нужно вот такое:<br>
</p>
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.
<p>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:</p>
<p><img src="cid:part1.RGmngyck.7iQp2jG0@funlab.cc" alt="" class=""
width="619" height="304"></p>
<p>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, <span class="VIiyi" lang="en"><span
class="JLqJ4b ChMk0b" data-language-for-alternatives="en"
data-language-to-translate-into="uk" data-phrase-index="0"
data-number-of-phrases="1"><span>figuratively</span></span></span>
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. <b>That's
why automation is the highly welcomed feature</b> 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.</p>
<p>In general, requirements are quite common (except, may be,
automation and integration):</p>
<ul>
<li>projects/tasks management:</li>
<ul>
<li>based on: priority, resources availability, new inputs /
adjustments, tasks/subtasks sequence<br>
</li>
<li>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)<br>
</li>
<li>reporting: general, per project, per person (needless to say
about PDF/XLS support :-) )<br>
</li>
<li>automated / semi-automated (by approval) / manual roadmaps
adjustment</li>
<li>per-project access rights (in order to delegate this
particular project's management to another person)</li>
<li>notifications (in customizable ways -
Messenger/SMS/mail/etc)</li>
</ul>
<li>tickets management</li>
<ul>
<li>customer-facing portal</li>
<li>escalation chains, notifications (persons, communications
ways - Messenger/SMS/e-mail/phone call - per priority)</li>
<li>time tracking for all participants (e.g. and at least - when
ticket is on customer's side, when is on the performer's side)<br>
</li>
<li>integration with PM-Sys (i.e. opening a ticket or status
change must be automatically registered in PM-Sys in the
respective project)</li>
<li>reporting: per-customer, per-project, per-ticket<br>
</li>
</ul>
</ul>
<p>Either hosted or self-hosted solution can be considered. Any
recommendations based on the given above information will be
appreciated.</p>
<p>Thank you.</p>
<pre class="moz-signature" cols="72">--
Volodymyr Litovka
"Vision without Execution is Hallucination." -- Thomas Edison</pre>
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