CC Filed while creating Ticket

[nitheesh]

For some requests user need to get approval from their managers.How can i configure this while creating ticket

[crythias]

This depends on whether you're the enforcement on the OTRS side. Generally, it's not up to the service provider to verify the request is approved. If the request arrives, you have to assume it is approved.

Your options:
1) Accept from only guaranteed-approved email addresses
2) try to enforce approval by code (not necessarily built in)
3) create and set the ticket to a newly created state - awaiting approval - and do whatever the procedure is to get approval/move next state to ticket open.

[nitheesh]

I just want users keep cc to their manager in case some project code access and all

[jojo]

you can inform other agents via note (you need to change some settings in sysconfig first)

[nitheesh]

Like we require approvals for some specific requests like software
installation, new hardware etc. Is there a way we configure it in OTRS

so that whenever a ticket is raised for some special request there is
an approval workflow, where the ProjectManager approves the ticket and

later the IT department addresses the ticket.

[jojo]

use forward to request the approval

[fashionever]

Just as we need to approve some specific requirements, such as software
Is there a way to install the new hardware we configure OTRS

[nitheesh]

No other systematic way in OTRS