Is there a good explination of what incidents will do? I was reading in this forum and it seems that it is what I need--but I don't know how to get it to work. For example, I need e-mails sent to our support team put into a queue that are answered by any of the team members. Or if they need to, to assign the incident to another individual. Is that something 'Incidents' achives? And if so,

Thanks,
Ed Dressel

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Ed Dressel

Incidents are pretty similar to defects and features, they just serve a different purpose.  You can set up incoming emails to be created as incidents and placed in a special project (we don't have a queue, but the project could act like one).  The support team could grab the incidents from that project and work on them.  Incidents can be assigned to any user in OnTime, so a support person could assign them to other people in the team.

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Dan Suceava
http://www.axosoft.com