Hi All, Has anyone used the approval mechanism in the ITSM module. How does it work? If I enable the ITSM module the Decision link is appearing in the ticket links, but I am not clear as to how we can configure the approvers for a specific ticket. Thanks and Regards Lokesh K S -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Juan Ferreyra Sent: Wednesday, June 24, 2009 9:13 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Reg: Approval workflows 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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Hi All, You are right. But the decision link for a ticket is currently displayed for all agents. I want it to be displayed only for an authrised perspn who can approve the tickets. How can I do that? Thanks, Lokesh K S ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Afshar Mohebbi Sent: Tuesday, June 30, 2009 7:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Reg: Approval workflows Hi, Each ticket can have a Decision associated with itself. A Decision indicates that an authority person has approved processing that ticket. But unfortunately as I know a ticket with a not-approved decision is showed in the queue too. Afshar On Tue, Jun 30, 2009 at 9:51 AM, Katta, Lokesh Katta Subramanyam wrote: Hi All, Has anyone used the approval mechanism in the ITSM module. How does it work? If I enable the ITSM module the Decision link is appearing in the ticket links, but I am not clear as to how we can configure the approvers for a specific ticket. Thanks and Regards Lokesh K S -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Juan Ferreyra Sent: Wednesday, June 24, 2009 9:13 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Reg: Approval workflows 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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