On Wed, May 18, 2011 at 10:05, Karin Foss <Karin.Foss@visma.com> wrote:
Hi,

We just started using OTRS 2.9 and OTRS ITSM and are having trouble with handling bugs.

After analyzing an incident we find out it´s a bug. Then we would like to close the incident and open a new ticket with the type “Bug”. The problem is that if we add a new bug ticket (phone or email) you have to enter a person in the “from” field and we don’t want to have the customer involved in the bug-tickets. Do we have to create a dummy user to be able to do this or is there a better way of creating bugs in OTRS?

When the user creates the ticket, you can then split the ticket to a queue that is not viewable/searchable by the customer, and inform the customer, when closing the ticket, that the bug has been recorded.

On May 18, 2011, at 10:41 , Michiel Beijen wrote:

Hi Karin,

You're right, you *could* do it with a dummy account.
That said, OTRS is NOT a bug tracker and there is a good reason that at the OTRS Group we're using OTRS for customer service and Bugzilla for bug tracking.

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