Our company decided to implement Change and Access rights management with a help of OTRS, so I dived into the research of how to implement current procedure with OTRS.
What I found there is absolutely no involvement of a Customer into the process of Change. Yes we can add a Customer to CAB, but there is nothing he can do.. he even cannot observe ConfigItems or services attached to a change...
Imagine a situation:
a) Access rights and user given equipment are defined as CIs
b) Human resources make a request to add some access rights
c) Agent (IT department employee) can link everything that is needed based on template (every position got its own list of CIs)
d) This list goes to a manager of the affected user for approval
e) Manager should have a possibility to edit the list of CIs - to throw out unnecessary things and to add something else...
f) then this list should get a final approval and go to execution
Well... this is only one example, but there are plenty of places where customers should be able to follow the execution of a Change...
The problem is... they haven' t this possibility - the closest thing I found is module CustomerITSMChangeSchedule which is really crappy and uninformative (I think support of this module has ended a long time ago)
So My wish is to attach a list of CIs to every change and to allow customers to make links to CIs themselves... Well... I already have a concept what to do and how to do.. All I want is to get an opinion of more advanced ITIL knowers... Is it safe to give customers to play with Configuration Items linked to a change?
I understand that is something like giving a grenade to a monkey - but that would be a great way how to implement user provisioning and Access right management ))) Maybe in some time I will show what have turned out from my experiments and give some feedback Or maybe someone can tell me some other (simpler) way on how to achieve my goal
Cheers,
A.