Hi,

OTRS:ITSM mainly  works with Incident-Problem, priority, CMDB and Change management

ITSM Core: core and priority by service

Incident-Problem module: define tickets types

CMBD: inventory

Change management: model change process

http://www.otrs.com/webinar-change-management-otrs/

If you want to model processes you can do it without ITSM, with regular OTRS in

http://www.otrs.com/webinar-process-management-with-otrs/

Admin -> System Administration -> Process Management

Activities -> states of the process

Activity Dialogs -> Dialogs shown to user

Transitions -> Move between activities and conditions that you can check

Transition actions -> Make a note, send and email on transition

I use dialogs to assing new values to a state DynamicField and after I check state DynamicField on transtions to made possible the transition

Jon

> Hi

>   I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a > Helpdesk ITIL process .

>   Help me to setup the process accordingly.

>  Regards

>  Chandrasekar.M