Customer is interested in knowing what other customer are using CA Service Desk Manager to track the entire process of test. Currently they do it with Mantis Bug Tracker https://es.wikipedia.org/wiki/Mantis_Bug_Tracker and they are requesting references since they want to centralize it in CA Service Desk Manager. Anyone who can tell your experience please. Thank you,
I have not come across a customer myself using SDM for bug tracking, however I dont see it as an issue necessarily. What I would suggest is using incidents, and creating a set of request areas with a dotted prefix such as "bugtracking.******" and then you can add properties to those request areas to ask for specific details such as build number, version, module of application etc. If you wanted to go more "agile" with it you could use child-incidents as "user-stories" i suppose.
Hope this helps a bit,
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