Approvals and decisions

In many cases, especially with service requests, decisions have to be taken before requests can be implemented. Depending on the competence framework, decisions are either taken directly by the service staff (standard changes) or by the approval of a supervising manager must be obtained first. This is primarily the case with permission changes (a user wants to access a restricted file system directory) or cost generating requests (new laptop).

In OTRS::ITSM approvals and refusals are shown via the decision link and are permanently saved with the ticket:

Figure 7.6. agent-ticket-decision