Read this authenticated review
Pros and Cons
- Easy to use with well defined template and user defined fields. New team can setup a project area easily by copying an existing template and adding customized fields for their special needs.
- It can be used during almost the whole project cycle and give us a better view and control on the projects.
- Lots of built-in report functions.
- I feel like it is too heavy sometimes and updating is not very straight forward. For example, if I want to change an incident ticket (IN) to a service request (SR) and add some comment for the change, I have to first change the IN to SR, then click refresh which takes a few seconds, then add a comment. If I forget the refresh step, my comment will be discarded without warning like my ticket is not in the latest status. This also happens when somebody else changes the ticket during my edit as I can not lock the ticket exclusively.