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 < lokesh...@cgi.com> 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-boun...@otrs.org [mailto:otrs-boun...@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 > > > > > > > > > ------------------------------------------------------------------------ > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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