Lars Jørgensen wrote:
Hi Robin,
However, that doesn't mean that it shouldn't be as easy as possible to submit bug reports/enhancements requests.
If bug-submission is very easy, people will flood the developers with requests for fixes that somebody on the developer end has to categorize and maintain. The developers should spend their time developing the software, not managing requests from users.
<sarcasm>Oh yes, perish the thought. Fancy developers actually having anything to do with users.</sarcasm> You have users; you have developers; presumably, the developers develop things that the users want, or am I being presumptuous there? Making it hard for either users or developers to communicate with each other is a Bad Thing (tm).
Bugzilla is still a pet peeve!
Bugzilla is really a behemoth and hard to work with for normal users. But considering that OTRS is completely free software it is to be expected that the users will put up with more work on their part than if they had paid for the software.
If people want it easier, I'm sure they can pay some company to install and maintain their OTRS installation, including filing bugs with bugzilla.
Well, any project can take the attitude that this is "free software - you get what you pay for". The successful ones are those that take things to the next level and do things properly, including managing bugs/enhancement requests better. R.