Hi Sidnei,
I think it would be much easier if you just change this process a bit:
- person 'a' (user) needs some system access
- person 'a' requests person 'b' to get access
- person 'b' then sends an email to OTRS requesting the access
- otrs then moves the mail to sys-admin queue, which is person 'c'
who will actually grant the access.
You can make this then as nice as you wish, for instance by adding
attributes to LDAP or so where you can see that person B is actually allowed
to request access or stuff like that. Or by creating a small web form that
person B can use to create access requests.
--
Mike.
On Sat, Nov 6, 2010 at 2:13 PM, Sidnei Moreira
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
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