Hi All,

Has anyone used the approval mechanism in the ITSM module. How does it
work? If I enable the ITSM module the Decision link is appearing in the
ticket links, but I am not clear as to how we can configure the
approvers for a specific ticket.

Thanks and Regards
Lokesh K S

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Juan Ferreyra
Sent: Wednesday, June 24, 2009 9:13 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Reg: Approval workflows

We had a similar requirement. We implemented a Group/Queue/Subqueue
hierarchic schema, in resume, one (sub)queue by department (PM, IT in
your case). This way you can grant for the corresponding user only the
MoveTo (next queue) permission. The tickets that need PM approval are
moved to PM queue. Then they can be moved (approved) by the PM to the
next queue, according to your workflow.
Maybe it's not the ideal solution, but it was enough for us.
Regards,
Juan Ferreyra


Katta, Lokesh Katta Subramanyam wrote:
>
> Hi All,
>
>
>
> Has anyone of you configured approval workflows?
>
>
>
> Like we require approvals for some specific requests like software
> installation, new hardware etc. Is there a way we configure it in OTRS

> so that whenever a ticket is raised for some special request there is
> an approval workflow, where the ProjectManager approves the ticket and

> later the IT department addresses the ticket.
>
>
>
> Please help.
>
>
>
> Any kind of help is greatly appreciated.
>
>
>
> Best Regards,
>
> Lokesh K S
>
>
>
>
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