Re: [otrs] Adding bugs in OTRS
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 image001.jpg- 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
Re: [otrs] Adding bugs in OTRS
On Wed, 18 May 2011 08:05:15 +, 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? Hi, You could create an new Frontendmodule based on the AgentTicketPhone and adjust it to your needs. Regards, Roy - 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
Re: [otrs] Adding bugs in OTRS
On 18.05.2011 11:05, Shawn Beasley 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. I'd like to develop an addon to enable OTRS as a real bug tracker. I don't want to run several tools ;-) I'll start a public RFC when my current projects are finished and I have time to work on OPAR and this package... - Renée -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de - 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
Re: [otrs] Adding bugs in OTRS
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-boun...@otrs.org [mailto:otrs-boun...@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 karin.f...@visma.commailto: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 - 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
Re: [otrs] Adding bugs in OTRS
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’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. 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. It’s all in how you write the process. - 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
Re: [otrs] Adding bugs in OTRS
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- 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
Re: [otrs] Adding bugs in OTRS
Hi David On Wed, May 18, 2011 at 15:20, David Boyes dbo...@sinenomine.net 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 Of course it's possible and I guess it indeed has to do with process wether or not it works for you. And you would also not hear me say that bugzilla is user friendly... 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. -- Mike - 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
Re: [otrs] Adding bugs in OTRS
On May 18, 2011, at 15:35 , Michiel Beijen wrote: On Wed, May 18, 2011 at 15:20, David Boyes dbo...@sinenomine.net 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- 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
Re: [otrs] Adding bugs in OTRS
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. - 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
Re: [otrs] Adding bugs in OTRS
Please vote and comment :-)) https://otrsteam.ideascale.com/a/dtd/Public-Tickets/135183-10369 On 18.05.2011, at 15:39, Shawn Beasley wrote: On May 18, 2011, at 15:35 , Michiel Beijen wrote: On Wed, May 18, 2011 at 15:20, David Boyes dbo...@sinenomine.net 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!!! Please vote and comment :-)) https://otrsteam.ideascale.com/a/dtd/Public-Tickets/135183-10369 Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project - 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
