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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