Process - order management

[it4change]

I manage a site with approx 100 printers, 20 servers and 1200 client PCs.
During a year there's quite a lot of orders to be handled.

When ordering a new laptop, printer or even spare parts it would be interesting to have this logged in OTRS.

Thw flow is something like this:
Request new item - accepted/rejected/onhold - order confirmed - order recieved - delivered - closed
When an item is recieved it is essential for the manager to recieve a notification for payment purposes.

Which is the best way to move forward?
User defined states combined with a queue for orders?
Maybe a queue for internal orders and one for external orders?

Planning to implement ITSM within the next 7 months. So I'm not sure if this setup will cause conflicts...

comments please

[crythias]

In ITSM/ITIL, workflow and change items might be appropriate in this case. Unfortunately, this is where my expertise declines and I defer to the experts .

Your idea isn't unreasonable.
You may choose to use "State/Status" for each step, with Notification (Event) State change "order Received".
I'd suggest the possibility of prefixing each state with a number, if it makes sense to you to see "3-order confirmed" "4-order received". All of state type open.