Project Work.... Need Help

[ananya_vsri]

Hi All!!!
I am working on a project on OTRS to understand the system well.
Here the project details goes:
An Advert construction company creates Ads of kind say "Print Ads" Web Ads" etc... as per customer's requests. There are around 10 "Graphic Designers" to design the Ads and say 3 People as "Proof Readers" (Quality Analyst).
Job Flow shud be like this :
Customer request ------> Graphic Designer -----> Proof Readers(QA) -----> Final Inspect -------> Customer

Proof readers and Final Inspect Team can send the work back one level if the Advert is not upto the mark....

Can Any one please suggest me how to begin with this project???
Please help me with this. The system looks a little tough to understand in the beginning. But once it clicks, there's nothing superb than this. I am very desperate to learn this great Tool..

[it4change]

I'm getting started with OTRS myself.
There's no doubt this wonderful system can fulfill your needs, the question i guess is how much does OTRS configure out-of-the-box.
I guess you can configure a manual workflow handling using queues. Using queue view it's easy to get an overview.
On the other hand I guess you can add user defined statuses and use a combination of status an queues.

From what I understand so far. ITSM has a better support for workflows, where a request can initiate a workorder, and the workorder can be set up to have several subtasks fulfilled before it can be closed.

In this case I'd propose a "less is more" strategy -> manual workflow handling using queues and status.

Different teams should probably have different queues:

Graphic Designer
Proof Readers(QA)
Final Inspect

If you use a hiearchy structure you may have 1 queue workflow for Print Ads and 1 for Web ads

Sorry if this was confusing, but hopefully this can trigger more thread activity and I can learn more about OTRS - good luck to you.