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?

 

Best regards

 

http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpgKarin Foss
Projekt- / Förvaltningsledare
Visma Sirius
Kronborgsgränd 9, SE-164 87 Kista, Sweden
 

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