Hi Robin,
However, that doesn't mean that it shouldn't be as easy as possible to submit bug reports/enhancements requests.
If bug-submission is very easy, people will flood the developers with requests for fixes that somebody on the developer end has to categorize and maintain. The developers should spend their time developing the software, not managing requests from users.
Bugzilla is still a pet peeve!
Bugzilla is really a behemoth and hard to work with for normal users. But considering that OTRS is completely free software it is to be expected that the users will put up with more work on their part than if they had paid for the software. If people want it easier, I'm sure they can pay some company to install and maintain their OTRS installation, including filing bugs with bugzilla. -- Lars