Re: mapping a business process in OTRS

Hi Henning,

The way that OTRS creates a workflow is with the status. You can create
ACLs (in perl) that help you to achieve that. Inside you
/opt/otrs/Kernel/Config/files create a new file "MyACL.pm", add these 3
lines:

*package Kernel::Config::ACLs;*
*
*
*use strict;*
*use warnings;*

and you can begin to create your workflows with ACLs. In the OTRS
documentation there's a little explanation and examples about it. Also in
the FAQ from OTRS (
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom;ItemID=68 ) you can
see what kind of ACLs you can write.

I think it's the best solution to achieve what you want, I did it also like
that, but maybe anyone else knows a better way.

In the OTRS forum  - http://forums.otterhub.org/ - there are also lots of
questions and threads about that kind of issues.

Good luck, and don't hesitate to ask for help!

-- 
Rafa Quiñonero Figuerola

Tlf: 01577-6805709
[email protected]

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