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Tracking third party bugs

We ingest data from many sources and vendors. One of the issues we are currently trying to resolve is how to handle these types of issues. We don't want to create "Bug" tickets, as there is nothing for us to do, i.e. we don't want developers working on these issues.

We also want to be able to differentiate them from internal issues and be able to associate them with the the vendor/source/client, so that when we have discussions with them, we can easily generate a report with all of the open issues.

What we're doing now, is that we created a new issue type called "External Issue". This allows it to be easily filtered from our boards, but allows us to link other tickets, both our service desk, and our development bug tickets to them so we can see how they affect our systems. i.e. does an issue with a 3rd party vendor result in 1 customer issue or 30 customer issues.

How do other's handle this use case? We considered a separate project for all of our external issues, but that seemed overkill. Though the benefit would be that the issues could be shared across multiple projects.

Thoughts?

2 comments

Hi May be you can create a Task Management Project ,

add the all issues raised by third part users here. if you need to link these to Dev project , you can link explicitly from second project.

We treat outside bugs similarly to internal ones. We just have a status of "with Vendor" while they are fixing it. But the fixes still need to go through the rest of our internal process of Testing, deployment and verification.

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