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Using Gemini as a help desk ticket system

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I am wondering whether Gemini would function well as a help desk ticket system as well as a change control system. Plus points seem to be:

  • Support issues that turn out to be defects don't have to be copied and pasted out into another system
  • Likewise for feature requests
  • Only one issue managment system to train IT staff in and maintain

Possible downsides (please say if you have answers to these):

  • Is the issue Type field restricted to New Feature, Enhancement, Task, Bug? I would need another type: Support Request
  • Can users be restricted to entering only particular issue types? e.g. support staff can only enter type Support Request
  • Can end users (i.e. customers) be restricted to viewing only particular issue types (e.g. Support Request)
  • One solution might be to have, for each application, one project for support issues and another for defects & enhancements. Can the power to move tickets from one project to another be restricted?

If anyone can answer the above and/or share experience of using Gemini as a help desk ticket system, I would appreciate it.
lneville
· 1 		lneville
Wednesday, March 7, 2007, 3:07:44 PM
Replies (3)
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The issue type can be customsied via the admin menu. You can add / edit  and delete types.

Unfortunately, users can not be restricted from entering nor view a certain type.

The best thing, as you said, will be to create different projects. You can restrict users from moving an issue via a security scheme.
Saar Cohen
· 5000 		Saar Cohen
Wednesday, March 7, 2007, 3:32:48 PM
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Thanks Saar.

If anyone else can share experience of using Gemini as a help desk ticket system, I would appreciate it.
lneville
· 1 		lneville
Friday, March 9, 2007, 9:46:09 AM
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This may be a little late but i thought i'd share none the less.  I have implemented Gemini as a helpdesk for a large organisation, there is little customer contact with the system however, most interaction with the system is from staff logging the calls.  Gemini has worked quite well and has attracted attention from other parts of the organisation wanting one of their own, i am actually employed part time to implement and maintain these Gemini helpdesks among other things.  It's really went down well.
voods
· 1 		voods
Monday, November 19, 2007, 2:36:57 PM