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