Hi Karin,
> 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?
>
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
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