Im my opinion, you should do this using ACL feature. Create a queue for every function (es. Request queue, Approval queue) then (just as example): 1) a customer create a ticket in the request queue; 2) if necessary, the operator move the ticket to the approval queue: he has no permission on this queue but the possibility of moving ticket into it; 3) the approver (who has all permissions on Approva queue) may set the ticket to the state approved/rejected: I think you should use a freetext field, for this purpose 4) the approver (or a generic agent job appropriately scheduled) may move the ticket back to request queue or to another queue (e.g. ToDo queue), if the freetext field "status" is set to approved; 5) similarly, the approver or a scheduled job may close ticket set to rejected; 6) the ACLs should inhibit the possibility of moving rejected ticket back to the request queue: search the internet or this mailing list to see some good ACLs example; Ho this helps, ciao, d. ________________________________ Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Bhushan Badgujar Inviato: lunedì 15 giugno 2009 6:59 A: otrs@otrs.org Oggetto: [otrs] FW: how to add approval person in request type HI, Anybody help me............! FYI>>>>> Regard Bhushan Badgujar Executive - IT Facilities From: Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] Sent: Thursday, June 11, 2009 12:13 PM To: 'otrs@otrs.org' Subject: how to add approval person in request type Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.