Bugs vs Cases

[bkant]

Hello -- this is my first post. A little about me: I'm relatively new to SugarCRM (I've used Salesforce significantly longer). I am using Sugar as the Sales/Tech Support Manager at a small software company. I use Sugar to track sales leads, maintain relationships with existing customer, and track support issues from customers.

I have a question about the difference between bugs and cases. Basically, I'd like to know what is the best use of each module. How are you all using bugs versus cases?

Presently, we are creating individual cases to record defects reported by customers. We are not using the bug tracking module at all.

Often, we have several cases related to the same defect. I thought it would be helpful to create a bug for said defect, and relate all cases pertaining to this defect to the specific bug. That way, when the bug is fixed, we'll be able to contact all the customers who reported it to us as a case. Is this how bug tracker is meant to be used?

Any advice, insight, ideas are greatly appreciated!

- Brian

[Angel]

Often, we have several cases related to the same defect. I thought it would be helpful to create a bug for said defect, and relate all cases pertaining to this defect to the specific bug. That way, when the bug is fixed, we'll be able to contact all the customers who reported it to us as a case. Is this how bug tracker is meant to be used?

Yes, that is the intended way to use it. Cases are intended to be used to track issues customers are experiencing with your products. Some of those may be due to bugs/flaws in the product, while others may not, hence the reason why bugs and cases are in two separate places.