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 <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?

 

Best regards

 

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

Switchboard

: +46 8 633 22 00

Direct

: +46 8 633 22 68

Mobile

: +46 70 494 16 14

Internet

: http://www.vismasirius.se

E-mail

: karin.foss@visma.com

 

Visma gör din verksamhet mer effektiv:
Programvara – Outsourcing av redovisning och lönehantering – Upphandling, inköp och inkasso – Retail IT-lösningar – Projekt- och konsulttjänster

 


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