How do you use Edgewall's Trac?

Question

We've been using Edgewall's Trac and a plethora of Trac-Hacks to manage a large development project. It serves as a front-end to our SVN repository, it is our project wiki, and we've progressively built a nice toolchain to tie it all together. (We especially love the integration between Trac and SVN using Tortoise, TracExplorer, and post-commit hooks.)

But, like any tool, there are a variety of ways to use it, often beyond the scope of the original design. How are you using it? Has anyone had experience/success opening it up as a customer support tool?

Answer 1

We're using this as a project-specific knowledge board for every svn repository we're creating (this is automated). Any time we can create and delegate tickets and edit wiki.

We've tried to use it as a collaboration tool for our customers. But no big success. We're doing fixed-price projects. Customers are tending to think QA, bug reports and tracking should be our duty.

But we're keep trying to use it as a customer collaboration tool. With wysiwyg plugin it's easier to use trac/tickets (we've introduced needinfo type) as a feature-discussion tool.

Answer 2

We're using it as a task management tool. Tasks are opened as issues.

We also use it as an idea pool, which can form a wishlist, or be a part of suggestions for new features.

Answer 3

We are noting all ideas, bugs etc. as an issue in trac. If a milestone for a project ended, we plan a new one, by choosing under the open issues the ones we want to solve next.