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: lunedě 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


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