Using Bugzilla as trouble-ticket system?

Question

Does anyone use Bugzilla as a trouble-ticket system? I am wondering if I could somehow configure a form for end-users of our software to fill out with basic information that goes into a special queue in Bugzilla that can be "moderated" and assigned to staff as appropriate.

I don't want a heavyweight system that requires I create new accounts for users of Bugzilla or needs to have all the fields answered that we typically require for new Bugzilla tasks.

Any suggestions for how to make use Bugzilla as an end-user trouble ticketing system?

Answer 1

You can, have a look at "Report a bug" for Bugzilla itself: You are able to provide a link to your users with a pre selected product and can make sure using group security that they can't see anything else. Additionally you can provide a "guided" form which is customizable if you change the templates.

http://www.bugzilla.org/developers/reporting_bugs.html
http://bugzilla.mozilla.org/enter_bug.cgi?product=Bugzilla
https://bugzilla.mozilla.org/enter_bug.cgi?format=guided&product=Bugzilla
http://www.bugzilla.org/docs/4.4/en/html/customization.html

If this doesn't fit your needs, I would certainly have a look at some "real" trouble ticket system like OTRS or else instead of hacking around to much on Bugzilla. If you don't want to create new accounts and provide SSO, think of setting up LDAP use that for your services.