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