Vox Populi

ENTP's launching something new soon. It solves a problem every ticket-tracking system has.

Here's the scenario: User A finds a bug, submits a ticket. User B finds the exact same bug, submits another ticket. User C finds completely different behavior in the UI which traces back to the exact same bug, submits another ticket. Tech Support Person goes, oh, these are all the same ticket, and closes out two of the three.

User B and User C complain about their tickets being closed. They're still seeing the bugs, so they open new tickets. Which Tech Support Person then closes again. The cycle repeats until the bug's eliminated, or until the heat death of the universe.

FAIL.

At ENTP, we're fans of Post-It Notes.

EepyBird's Sticky Note experiment from Eepybird on Vimeo.

The brilliant thing about the Post-It Note: simplicity.

The simple solution to this age-old ticket-tracking problem is to say there's a difference between bug reports and tickets. With Vox Populi you're going to have a user-oriented front end to Lighthouse that separates user observations from task scheduling. You won't have to care if other tickets exist already. If you see something, say something.