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.
Actually I'd recommend you would use a bug tracker to track bugs, and not
try to do it with OTRS; it will yield better results. Of course you could
integrate the two solutions; if needed.
--
Mike
On Wed, May 18, 2011 at 10:05, 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?
Best regards
------------------------------
[image: http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]*Karin Foss* Projekt- / Förvaltningsledare Visma Sirius Kronborgsgränd 9, SE-164 87 Kista, Sweden
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