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.f...@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 > > > ------------------------------ > > [image: > http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]*Karin > 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.f...@visma.com > > > > Visma gör din verksamhet mer effektiv: > Programvara – Outsourcing av redovisning och lönehantering – Upphandling, > inköp och inkasso – Retail IT-lösningar – Projekt- och konsulttjänster > ------------------------------ > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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