Hi there,<br><br>Reading the OTRS::ITSM brochure published at <a href="http://www.otrs.com/fileadmin/mediafiles/Produkt/OTRS-ITSM/OTRS-ITSM-EN/Productbrochure_OTRS_ITSM2_USA.pdf">http://www.otrs.com/fileadmin/mediafiles/Produkt/OTRS-ITSM/OTRS-ITSM-EN/Productbrochure_OTRS_ITSM2_USA.pdf</a> I found the following info:<br>

<br>Managing complex workflows - Defined processes, guidelines and hierarchical structures have to be managed. OTRS::ITSM supports complex workflows, change and release processes and the global operation of IT infrastructure, including the secure management of business critical services.<br>

<br>Besides the workflows available after installing ITSM packages, is there any way to actually &quot;support complex workflows&quot; user-defined?<br><br>Any information regarding this topic is much appreciated,<br><br>

Leonardo Certuche<br>