Redmine

Hello everyone,

We are using Redmine in my company for some time now.
We use it to develop an ERP solution and also to manage ERP implementation projects.
The structure we have is :

ERP development project

Customer Implementation project1

Customer Implementation project2

...

We now would like customers to have a access for them to report and follow the resolution of their implementation related issues (Customizations and bugs).
We have those constraints:

• Customers should not see other issues that theirs.
• Customers should not see all the technical resolution of the issue. (They are supposed to interact with the Sales)

We imaged to have an "Interface" project for the customers to communicate with the Sales dpt and that the Sales dpt would copy the approved issues to the related "Customer Implementation" project.
As following :

Customer Interface

Customer1 Implementation interface

Customer2 Implementation interface

...

ERP development project

Customer1 Implementation project

Customer2 Implementation project

...

This means for each reported issue, a Sales manager has to validate the issue and duplicate it in the proper implementation project.
Then, when the developers are working, the Sales manager has to update the issue to inform the customer of the resolution of his issue (Without the technical and internal details).

Our problem is that we think it wont be easy for the sales to track the resolution of the issues in the implementation projects.
There is also the problem to have 2 versions of the same issue (internal/public) which can lead to some mistakes.
We planed to create a "duplicate" relation between those 2 issues.

Is there something simpler to do?
How not to duplicate issues?
Do any of you had similar issue?
I'd be interested in having some comments on that architecture before we implement it, I guess we are not the only ones to have such thoughts.

Cheers,

Martin