Hi Karin,

On Wed, May 18, 2011 at 10:05, Karin Foss 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

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 ________________________________ Karin Foss Projekt- / Förvaltningsledare, Visma Sirius Switchboard : +46 8 633 22 00 - Direct : +46 8 633 22 68 - Mobile : +46 70 494 16 14 ________________________________ 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 mailto: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

On May 18, 2011, at 15:20 , David Boyes wrote:

I’m not sure why you say that. I think that has more to do with process than the tool. We abandoned Bugzilla for OTRS and were glad to see it go. Bugzilla is cryptic, difficult to use, and not very scalable. OTRS works much better for us.

AMEN!

The simple solution of a dummy user alias piped to /dev/null works fine, or (in our organization) the person responsible for entering the bug gets to be the source of the bug, because they’re responsible for seeing it through.

Good solution.

It’s all in how you write the process.

I've said this for years, but you what they say about ......... ///shawn

On May 18, 2011, at 15:35 , Michiel Beijen wrote:

On Wed, May 18, 2011 at 15:20, David Boyes wrote:

...

I’m not sure why you say that. I think that has more to do with process than the tool. We abandoned Bugzilla for OTRS and were glad to see it go. Bugzilla is cryptic, difficult to use, and not very scalable. OTRS works much better for us.

Great that you're happy using OTRS as a bug tracker :D ....

For the OTRS.org project it should at least be helpful if there would be a public listing of bugs available for unauthenticated users. It might not require LOTS and lots of effort to get OTRS in shape. It depends indeed very much on your requirements if you can make use of OTRS as a (public) bug tracker. --

Sounds like a good investment project for community fund raising!!! ///shawn

For the OTRS.org project it should at least be helpful if there would be a public listing of bugs available for unauthenticated users. It might not require LOTS and lots of effort to get OTRS in shape. It depends indeed very much on your requirements if you can make use of OTRS as a (public) bug tracker.

Sounds like a scheduled report could be used for that. You'd need a way to easily generate html or text output, but that could be done with something like Jasper Reports or some similar gadget w/o doing too much to OTRS.