Hi,

I understand it´s not ideal for bugtracking, but at least we could list open bugs when we discuss and plan releases with our customer. How do you make a que not viewable for the cutomer?

Regards

Karin

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Karin Foss
Projekt- / Förvaltningsledare, Visma Sirius

Switchboard : +46 8 633 22 00 - Direct : +46 8 633 22 68 - Mobile : +46 70 494 16 14

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Från: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] För Shawn Beasley
Skickat: den 18 maj 2011 11:06
Till: User questions and discussions about OTRS.
Ämne: Re: [otrs] Adding bugs in OTRS

Hi Karin,

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.

...

I support Mike here, OTRS is not a bug tracker, but an alternative.

///shawn