18 May
2011
18 May
'11
8:48 a.m.
On Wed, 18 May 2011 08:05:15 +0000, Karin Foss
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?
Hi, You could create an new Frontendmodule based on the AgentTicketPhone and adjust it to your needs. Regards, Roy