Take the 2-minute tour ×
Programmers Stack Exchange is a question and answer site for professional programmers interested in conceptual questions about software development. It's 100% free, no registration required.

So, I used to think that it would be a good idea to give the customer access to the issue tracking system, but now I've seen that it creates less than ideal situations, like:

  • Customer judging progress solely on ticket count
  • Developers denied to add issues to avoid customer thinking that there is less progress
  • Customer appointing people on their side to add issues who don't always do a good job (lots of duplicate issues, insufficient information to reproduce, and other things that distract people from doing their real job)

However, I think customers should have access to some indicators or proof that there is progress being done, as well as a right to report bugs.

So, what would be the ideal solution to this situation?, specially, getting out of or improving the first situation described?

share|improve this question
    
I am not sure if there is an ideal solution to the describe situation. It would be different for everyone, in some cases, the customer could make this a requirement. –  Ramhound Nov 19 '12 at 12:06
add comment

2 Answers

up vote 2 down vote accepted

It's hard to say. To use an analogy some restaurants allow you to see into the kitchen so you can see how hard the chefs are working. Some don't.

However, we're programmers not chefs. I would say you need a forum where developers can be honest so as work can get done. The solution is either to adjust the security settings so some things stay private (we have this at my current place of work) or to see if it is possible to better educate your customers.

Judging productivity on ticket count is a bit like judging a horse's performance in a race on the amount of hay it's been eating.

The system we use is ZenDesk. This allows our customers to submit tickets but we use permissions to keep some things private.

share|improve this answer
add comment

You tagged this with "Agile", so I'd suggest that one of the "agile" tools might be a good option--use a Product Backlog, containing a list of what needs to be done, and have a Product Owner manage it. The Product Owner should share what's in the backlog with all stakeholders and be able to explain why issues appear (or not). This gives visibility into the progress being made, which is a good thing, but limits the amount of confusion that it might create.

Basically, you've identified an area where trust and visibility are at risk in your organization--so you need somebody to manage it.

share|improve this answer
add comment

Your Answer

 
discard

By posting your answer, you agree to the privacy policy and terms of service.

Not the answer you're looking for? Browse other questions tagged or ask your own question.