Normally (with WorkRoll and with other bug-tracking systems), users who are registered on your system log on and submit bugs, which are then stored in a database. Generally, this sort of control over the entry of bugs into your system is what you want: users on your system generally know how to use the system, what's a bug and what's not, what bugs are already entered into the sytem, and so on; not just anyone should have direct access to your WorkRoll database.
However, another pool of users can also provide valuable feedback: users of the website or software whose bugs you use WorkRoll to manage. These users do not, and should not, be able to log into your WorkRoll system: they don't know how WorkRoll works; may never have heard the word "bug"; and have no idea if you're already aware of the problem they're reporting. But their feedback is valuable nonetheless. And you can manage this feedback using WorkRoll.
Here's how it works; also see the diagram below. (Note: for WorkRoll.com-hosted installations, WorkRoll.com will handle configuration of external feedback for you.)
- You create (or revise an existing) feedback page on your website; you'll probably want for users to be able to reach this page (via a "regular" link or in a new window) from most pages on your site (or most screens of your software application). WorkRoll supplies you with generic HTML to display this page; you are free to customize it fully to match the visual design of your site or application (you may also remove any text fields that you don't want to appear). A generic version of this page (which, again, you may customize fully) looks like this...
- Users who click on your "feedback" link are taken to the feedback page (see item #1 above). They complete the feedback form (which contains some text fields that are prepopulated, such as what type of web browser and operating system they're using, what URL (if any) they're commenting on, etc.), and press the "submit" button.
- The form is submitted to a "hidden" page (a page that the feedback-submitter never actually sees) that is already part of your WorkRoll installation. The feedback is marked clearly as "external feedback" and assigned to a predetermined WorkRoll user, and optionally also associated with a predetermined project, instance, and version. (You may also limit the number of people who are allowed to provide external feedback by protecting the feedback page with a password: only users to whom you've given a password are allowed to submit feedback if you opt for this password protection.) The WorkRoll user to whom the new bug has been assigned may either discard the bug as invalid (or as a duplicate of an existing bug), or assign the bug to the appropriate person who can address it.
- Meanwhile, the user who submitted the feedback is automatically redirected to a feedback-confirmation page, which also lives on your web server. They will not know that they have interacted with WorkRoll, nor will they have need any experience with WorkRoll to submit their feedback.
You can see a sample implementation of external feedback at webmissive.com: click on the "Found a problem? Tell us!" link in the upper righthand corner of the screen. User input from that feedback screen is assigned to the "Brian Smith" user in the demo version of WorkRoll, which is here.
Your WorkRoll installation will guide you through the process of setting up external feedback, including generating HTML for you to use based on your preferences. Please feel free to contact WorkRoll, or call (toll-free) 877-247-4818, with any questions about external feedback.