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Using Team Concert for Customer Support


Mohamad Ridha (111) | asked Apr 27 '10, 2:15 p.m.
Hi All,

My team is currently evaluating some tools for an integrated solution for our software development process, particularly those that have support interface for our customer to submit requests either for bug fixes or new features, integrated with the team planning process.
I'm not sure if Team Concert has this support interface. I know there is the "Work Items" feature in it, but I'm not sure if it can be customized for customers (external/non team members) to use.
I'd appreciate for any help or pointer on this...

Thanks.

6 answers



permanent link
Geoffrey Clemm (30.1k33035) | answered Apr 27 '10, 7:43 p.m.
FORUM ADMINISTRATOR / FORUM MODERATOR / JAZZ DEVELOPER
Yes, we in Rational use RTC extensively for customer support.
This includes the public "self administered" work items, submitted
directly by customers, as well as private project areas where issues are
captured that customers don't want visible to other customers.

We just use the standard RTC work item extension mechanisms to add the
fields, states, and display formats needed for the customer support records.

Cheers,
Geoff

mxridha wrote:
Hi All,

My team is currently evaluating some tools for an integrated solution
for our software development process, particularly those that have
support interface for our customer to submit requests either for bug
fixes or new features, integrated with the team planning process.
I'm not sure if Team Concert has this support interface. I know there
is the "Work Items" feature in it, but I'm not sure if it
can be customized for customers (external/non team members) to use.
I'd appreciate for any help or pointer on this...

Thanks.

permanent link
Mohamad Ridha (111) | answered Apr 28 '10, 10:28 a.m.
Hi Geoff,

Thanks for your help! I really appreciate it.

I looked into project area and the admin page, but there is no configuration for work items if I want to add or modify fields for customer support. Do you know where I can find the work item extension mechanism?

Thanks again for your help!

Best regards.


Yes, we in Rational use RTC extensively for customer support.
This includes the public "self administered" work items, submitted
directly by customers, as well as private project areas where issues are
captured that customers don't want visible to other customers.

We just use the standard RTC work item extension mechanisms to add the
fields, states, and display formats needed for the customer support records.

Cheers,
Geoff

mxridha wrote:
Hi All,

My team is currently evaluating some tools for an integrated solution
for our software development process, particularly those that have
support interface for our customer to submit requests either for bug
fixes or new features, integrated with the team planning process.
I'm not sure if Team Concert has this support interface. I know there
is the "Work Items" feature in it, but I'm not sure if it
can be customized for customers (external/non team members) to use.
I'd appreciate for any help or pointer on this...

Thanks.

permanent link
Patrick Streule (4.9k21) | answered Apr 28 '10, 2:39 p.m.
JAZZ DEVELOPER
I looked into project area and the admin page, but there is no
configuration for work items if I want to add or modify fields for
customer support. Do you know where I can find the work item
extension mechanism?

We have some documentation about customization that will help you in:
http://jazz.net/library/article/129
http://jazz.net/library/article/130

--
Regards,
Patrick
Jazz Work Item Team

permanent link
Mohamad Ridha (111) | answered Apr 28 '10, 3:36 p.m.
Hi Patrick,

Thanks for your pointer. I am using the web UI and couldn't find Process Configuration page of the Project Area or Project Template editor that shows the configuration for work items as captured in the article below. Do you know if this page is available in the web UI?

Thanks Patrick for your help.

Best regards.


I looked into project area and the admin page, but there is no
configuration for work items if I want to add or modify fields for
customer support. Do you know where I can find the work item
extension mechanism?

We have some documentation about customization that will help you in:
http://jazz.net/library/article/129
http://jazz.net/library/article/130

--
Regards,
Patrick
Jazz Work Item Team

permanent link
Jean-Michel Lemieux (2.5k11) | answered Apr 28 '10, 10:07 p.m.
JAZZ DEVELOPER
No not yet. But we are working on it.

In the meantime, you'll have to keep using the Eclipse Client to configure the work items.

permanent link
Geoffrey Clemm (30.1k33035) | answered Apr 29 '10, 12:21 a.m.
FORUM ADMINISTRATOR / FORUM MODERATOR / JAZZ DEVELOPER
I believe the Process Configuration page is currently only available in
the Eclipse client (i.e. you use the Eclipse client for process authoring).

Cheers,
Geoff

mxridha wrote:
Hi Patrick,

Thanks for your pointer. I am using the web UI and couldn't find
Process Configuration page of the Project Area or Project Template
editor that shows the configuration for work items as captured in the
article below. Do you know if this page is available in the web UI?

Thanks Patrick for your help.

Best regards.


zrlpaswrote:
I looked into project area and the admin page, but
there is no
configuration for work items if I want to add or modify fields for
customer support. Do you know where I can find the work item
extension mechanism?

We have some documentation about customization that will help you in:
http://jazz.net/library/article/129
http://jazz.net/library/article/130

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