I was thinking of creating 2 seperate database's for QA and tech support. The tech support database would only track external defects while the qa one would serve as an internal database for tracking defects. I would use the same form for both database's, so it wouldn't be much different.
Is this the right way to go?
** We are using PVCS Tracker as a defect tracking tool. **
You're just asking for duplication. Also, you may have a bug in one DB that applies to a bug in the other. However they won't be able to access that information (which may speed up the process) because they won't be aware that it exists.
One DB allows for searches for like bugs - this is an invaluable feature that cannot be sacrificed. Go for only one DB.
I'd agree with Tim here, generally speaking, but JRica makes good points about how the devlopers are asked to handle things. In most environments I've been, the DBs (and in most cases tools) were different, and if a User Issue was 'escalated' to QA or Tier 2 support and found to be a true defect, it was entered in the Development Defect DB and addressed as other product defects would be.
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