[chris_wot]

Have you considered fleshing this out? I have a few ideas about customers I'd like to try out... I'm interested in forking, but would like to know where you want to take this.

Edit: Sorry, I've just realized that I haven't really contributed a lot to this on HN. Specifically - how does the ticketing system work? What is the difference between a ticket and an issue? It seems that you can have a ticket that has many issues, but issues can have many tickets...

Does an issue encapsulate a lot of tickets? If so, is the primary work done on the ticket or the issue? The reason I ask is how do you allocate the unit of work to specific people.... or is this not the point of the app?

Sorry in advance for the huge number of questions.

[AlexBlom]

Hi. I may flesh it out, but I've also opened up the software. If you have extension ideas, please feel free to fork / contribute. You can flip me an e-mail (my first name @ my HN username . com) if you want to go further, or flip a note on Twitter.

An issue has a one to many relationship with tickets. I built it, as I found I'd get many tickets about the same thing from different users. I wanted to be able to focus on solving the macro issue and not manage many issues. Terry Smith is one of the thinkers behind it.

[chris_wot]

I might be missing something here, but in ticket.rb, it has the line:

  has_many :issue

and in issue.rb, it has the line:

  has_many :ticket

Why a M:N mapping of issues to tickets? Were you planning of future expansion?

[AlexBlom]

Perhaps I mis-spoke above. An issue can be associated with multiple tickets, just as a ticket can be associated with multiple issues. The latter is not beefed as much in the code, as I found the use case to be less once live.