I am tired of managing TODO-lists for me and my colleagues, so I am looking for an issue tracking software for internal use in my company. I have been thinking about our requirements:

• issue can be a bug, a todo, a question or a request for enhancement. So
  this is not necessarily directly related to software.
• the status of the issue should be customisable or at least not too
  overwheelming. Bugzilla for example has too many status. Right now, we see
  only envision the following status: open, fixed, rejected, waiting on client.
• modifications to issues should fire a mail with the content of the
  modification and issue history.
• I need at least two and maximum three levels of classification for my
  products: product/version (two level) or product/component/version (three
  levels)
• Users should not have access to every products. Our clients should only
  see the bugs related to their products. So, I need some kind of access control
  on a per-product basis.
• issues have to be assignable
• It should be easy to sort and filter the issues by product, by assigned
  people, by version of the product.
• low maintenance and easy installation because we have to focus on other important things in our day-to-day work.

Since we are a distributed group of people working from various places,
including in the train to home, it is important to be able to deal with issues
while offline. This brings two additional requirements:

• it would be nice to be able to submit issues by mail
• it would be nice to be able to follow the whole issue with only a mailer: replying to the issue will log the answer in the issue tracking software

To my surprise bugzilla is ruled out. It can only deals with software so there
is no such thing as a 'question'. And it is not possible to simplify the
interface and remove the 25 categories that can be assigned to a bug and the
38 ways of closing an issue. Moreover, the filtering capabilities are simply
too complex to be used. In one sentence, it is not possible to turn
bugzilla into a simple bug-tracking system. I haven't installed it though, I only read the doc and had a close look at all the websites using bugzilla. None of them has simplified it without a
lot of efforts. I know that for KDE, it was not a simple task. But if I could get the KDE version of bugzila, that would be certainly cool.



Right now, I am using issue-tracker but I can not say I am over-satisfied with
it. It is not possible to filter the issues, only to sort them. With 7 issues
in 7 categories, I have about 50 lines to analyse without any filter. I may
miss some of them or spend too much time looking for one. Issue-tracker is
supposed to support issue submission by mail but the administrator guide does
not say anything about how to set it up. So it is not working for me. It is
theorically possible to follow an issue by mail but the same problem for
submitting the issue arises. Dunno how to configure that. Another problem is
that mails that are sent when you modify an issue contain only a limited
information, not the whole issue history. The software is obviously not
written with disconnected people in mind. Apart from that, it is quite good.
It was pretty easy to set it up, it is nicely configurable, it sends email
when you modify something, there is an access control list for user actions.



So, I an looking for another candidate, if possible easy to install. Any
suggestions ?