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CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Hi All,

Is there a possibility to use HP ALM Defects Module for tickets management purpose?

Say for example, we developed a HP ALM  customization template and delivered it to a customer.

Now, As part of support contract customer contacts us for any enhancements / issues or requests related to the developed template.

For each enhancement / issue or request received from customer a separate defect is to be created in HP ALM and entire activity done as part of customers request ( starting to end ) must be captured in the defect.

Has any one implemented above kind of requirement in HP ALM ? If so from.your experience could you please share your inputs especially  what all requirements should be considered before even starting on this.

Thanks a lot in advance!

-Srihari 

 

 

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Respected Contributor.. abhinay_k Respected Contributor..
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Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Hello Srihari,

Yes, we do use one of our ALM project as a ticket management system. Probably you can more organize/customize this project to like as ticket management tool. Please find the below steps which might help you..!!!

1. Create new user groups in this ticket managemnet project like Ticket Requester(your client) and Ticket Resolver(Resolver, in this case you). As you deal only with Defects module to track your tickets, you can hide all the modules and make only the defects module visible to these groups including default viewer group.

2. As these are user defined groups, you can modify the transition rules as like you want in the Administration section of "Groups & Permissions".

3. You can set Automail setting as well, to recieve a mail whever a change happens to any ticket logged. You can select the particular defect fields to trigger an automail to "Assigned to" or "Detected by"(as you want) whenever a change is made to these selected fields.

4. To make this project view more like ticketing system, you can even modify the name of the defects module to your customized name. Please find the attached doc with the detailed steps and screenshots for this.

Thanks & Regards,

Abhinay

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Respected Contributor.. abhinay_k Respected Contributor..
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Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Could you please let me know the answers for my below queries:-

  1. Do you mean, you want to make one ALM project-Defects module as a tickeing system ?
  2. Do you want your customer to log a defect (as a ticket for your reference) for the enhancements to be done on the particular templates (or) projects and track its status among your team.
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Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Hi Abhinay,

Please find answers r to your questions:

Could you please let me know the answers for my below queries:-

  1. Do you mean, you want to make one ALM project-Defects module as a tickeing system ? Yes
  2. Do you want your customer to log a defect (as a ticket for your reference) for the enhancements to be done on the particular templates (or) projects and track its status among your team. Customer will be just sending email to us we will be creating defect internally to track its status among team.

Regards, Srihari

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Damodar-Reddy Acclaimed Contributor.
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Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Srihari,

Yes, you can do it. I have made QC for ticketing process, it's different for different purposes.

For Instance: A project is made to create the User Access Requests & Change Requests for all the QC/ALM related. 

just this project contains only Defect Module, nothing much to be changed in the Defect section, just cut down many status values to the relevant, like, New, open, In-progress, Assigned to, Fixed, Rejected, Duplicate,Deferred, Re-Open & Closed. 

Simple logic, treat any request as defect & follow the life cycle towards the closure, cutting down the unnecessary defect status transitions. as per the need, you can still customize, mandatory field's & removal of unnecessary fields too..!!

Red

(If this helped, accept as solution )
(Posts and opinions made here are my own and do not reflect the opinions of my employer)
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Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Hi Damu,

Thank you for the inputs.
I made sure to have only defects module and also found out a way to show only few fields for defect. Currently working on cutting the transition rules of defect status.
Could you please let me know what all fields / lookup lists are present in the defect ? Also apart from defect system fields if you have added any user fields / lists please mention purpose of those.
Regards, Srihari
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Respected Contributor.. abhinay_k Respected Contributor..
Respected Contributor..

Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Hello Srihari,

Yes, we do use one of our ALM project as a ticket management system. Probably you can more organize/customize this project to like as ticket management tool. Please find the below steps which might help you..!!!

1. Create new user groups in this ticket managemnet project like Ticket Requester(your client) and Ticket Resolver(Resolver, in this case you). As you deal only with Defects module to track your tickets, you can hide all the modules and make only the defects module visible to these groups including default viewer group.

2. As these are user defined groups, you can modify the transition rules as like you want in the Administration section of "Groups & Permissions".

3. You can set Automail setting as well, to recieve a mail whever a change happens to any ticket logged. You can select the particular defect fields to trigger an automail to "Assigned to" or "Detected by"(as you want) whenever a change is made to these selected fields.

4. To make this project view more like ticketing system, you can even modify the name of the defects module to your customized name. Please find the attached doc with the detailed steps and screenshots for this.

Thanks & Regards,

Abhinay

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Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Thanks a lot!! Abhinay for your inputs.

Could you please help with sample information on the groups that you created and their associated workflow state transitions.

Also for each state transition, please let me know if you have done any changes to the fields displayed.

Regards, Srihari

 

 

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Respected Contributor.. abhinay_k Respected Contributor..
Respected Contributor..

Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Hi Srihari,

This is totally depends on your requirement, what fields to be visible and how to mange the status transitions etc. Could you please brief your views on this.

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Knowledge Partner Knowledge Partner
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Re: CAN WE USE HP ALM DEFECTS MODULE FOR MANAGING TICKETING PROCESS?

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Thanks a lot Abhinay and Damu.

As advised, got information on field's and workflow state transition details from BA.

Will proceed with implementing same and will get back in case of any doubts or questions.

Regards,Srihari 

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