[otrs] approval needed before granting system access

hi, for the situation explained: - person 'a' (user) needs some system access - person 'a' opens a ticket via email - otrs should accept the ticket and send automatically an email to person 'b' (manager), who is responsible for authorizing the access for that system - person 'b' then replies otrs email authorizing the requested access - otrs then moves the mail to sys-admin queue, which is person 'c' who will actually grant the access. premises: person 'a' (user) and person 'b' (manager) will never access the frontend, they will always work via email. does somebody know a way of implementing this? thanks for any help on that. -- sidnei