Clarity on functionality

[chetannagaonkar]

Hello,

I have been introduced to OTRS recently. There are few things that seemed confusing to me. Can you help answer the below questions pls?

1.When is Decision button used "effectively" in ticketing system? Ideally if the agent can close the ticket, how does Decision help? Is it associated with any state?
2. What is the proper use of "Additional ITSM Fields" in ticketing system? If ITSM is not installed on a regular ticketing system, why is this functionality displayed and how is it expected to be used?
3. When is the Bounce functionality activated and when is is used?
4. How to create a new Template in Change Mgmt before creating the change record?
5. What is PSA functionality and when/how is it used in OTRS?

Thanks.
Chetan

[Wolfgangf]

1) AFAIK this button has only documentation character
2) just informational character - does not effect SLAs, ... only thing influenced is ticket subject

hope this helps