Decisions are kept in OTRS::ITSM just for reference, really. For instance, some service request types can have a mandatory validation stage. For instance when a supervisor or management team member has to give an OK to go on with a purchase of new equipment or the like. In these cases, you can just keep the approvals (or scans of signed approvals, if your procedure requires that) in the system for reference. Also, you can use it to communicate the outcome of an approval to the submitter of the request. There's currently not much business logic involved in the approval process. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, May 19, 2009 at 18:40, boonyam lim wrote:

hi all

May i know what is the purpose of adding decision ? does it providing a "solution" ? and what is the purpose of decision results ?

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