I've used TRAC for tracking bugs/issues for software development but it seems a bit complex for a typical desktop user. Is there anything better (open source) that would be simpler to use (than TRAC), aimed more at end users(not developers), and perhaps walk them through common scenarios?
Open Source – Best Issue Tracking System for Non-Developers
open source
Best Answer
Non Software: I At a previous place of work that we use to work at, we used OTRS (http://otrs.org/) It is for a non-development environment (doesn't have fixed in build, found in build etc..). We set it up to authenticate against our windows AD.
What I like about OTRS is that it can integrate into Email AND Web. So users can email in a problem, it will open a ticket, and then you can log into a web interface and answer them back to their email. If the user wants to use a web interface 1/2 way through, they can... and everything that they emailed back and forth is stored as notes. Its all seamless to you and the user.
You can also have 'canned-responses' so you can email a user or put a note in a ticket without typing everything again.
OTRS also has a FAQ section, where you can put a 'how-to' section. It also can reg-ex certain words and put them automatically into different queues.
Software: for Software bug tracking, (the place that I am now) we use Mantis BT. I would say its very easy to use and setup, we authenticate against an openldap server.