Evaluating Roundup for our needs

Dear All


I am evaluating various issue trackers. I would like to know if Roundup
covers our main use case.



Use case: Internal IT with nether users nor IT really wanting to use an
issue tracker, but we still need to log changes somewhere because auditors
require it. Most likely scenario:


1)      1) User sends an e-mail to the IT person directly, not wanting to
send it to the issue tracker

2)      2) IT person responds back with question, putting RT into CC, which
logs the message

3)      3) User does not bother to answer, IT person replies to the mail
putting the RT into the To: field and writes something like
@status=waiting_for_reply , RT updates the status

4)      4) 3 months later the user asks why is it not done yet. Instead of
having to  find the old e-mail, IT person logs in to the web interface and
makes RT send the whole history of the case to the user as a reminder  that
it was waiting for the user.

5)      5) User replies to the IT person, who forwards the e-mail to RT
which logs it as a comment

6)      6) IT person does the work and replies to the user’s email with
something like “OK done, please restart your software and you will see the
change” and puts RT into CC and writes something like @status=done and RT
updates the case

7)      7) When the auditors want to see a list of changes the whole thing
can be printed out nicely for them



Can Roundup do this?





Best Regards

Miklos Hollender

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