Hi Wen,

We've been busy over the past months reviewing and revising our development processes.
Previously we used Bugzilla now we use Tracker (JIRA).

Tracker is only available to developers.

Our official support channel is via helpdesk where issues can be reported and where you will be kept up to date on progress of any and all development tasks that relate to your support ticket.

Keeping tracker private is about providing a development centric environment for our developers in which they can work with issues that have been prioritised and directed by both the support team and their team managers.
It's important to mention it does not provide a complete record of the development process nor the decisions that get made in relation to a issue. Its purpose is to track our work for internal reporting and management.

For these reasons we are keeping Tracker as an internal tool. Only Totara employee have access.

In regards to visibility, the status of reported issues should always be reflected on the support ticket they are associated with.
New features and improvements will be properly speced and feedback sought via the Totara community sites.
There are several channels including the community forums available to facilitate discussion on both development and non-development related tasks.

If you feel you need more visibility than this I would interested to here more about your needs, knowing what you would like to be able to see and why would help us to continue to develop our communication channels to best meet your needs.

Kind regards

Sam