ITSM: "initiator hiccup"

[nbacon]

Hello -

We have put ITSM in place to track our Sorbane Oxley compliance, so all steps (workorders, approvals, etc) need to be documented. I've run into a problem and I'm looking for help or ideas on how to work around or solve it. Our customers are just employees outside of IT and the agents are IT employees. I intended to use the customer portal for "requesters" (initiators) to request an Rfc ticket, which would then be linked to a Change and built by someone here in IT and worked from there by all the workorder agents.

Unfortunately, a large part of these requests, are the "test approvals", which are done by the requesters themselves and in order to keep the SOX people happy - we need to have the requester do the approval, not us. I don't see any way of having a customer "Initiator" report on an approval without giving them agent access, which defeats the purpose of having them use the customer portal.

I know I can't assign a workorder to a customer, but Is there any way to have a customer "initiator" report on an approval?

Thanks,
Nick