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.
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