Can I define many types of workflow with OTRS::ITSM?

[takafumiM]

Hi,

I'm planning to use OTRS3.0 and ITSM for management incident, problem and change.
I want to difine defferent types of workflow for customers and ticket types,
for example
- only incident(/problem) manager can close tickets for incident(/problem)
- state of tickets for customer "A" must be "pending approval" before they are closed
and state of ticket for customer "B" can be changed from "in progress" to "close"
- next state of "new" ticket must be "open"

I found that TicketACL solve this, but it can be operated via GUI.
http://blog.otrs.org/2010/08/17/state-m ... s-via-acl/

Is this popular method for creating many types of workflow?

I hope to define workflow with more simply method,
like StateMachine of ITSM, it can be operated via GUI.
But with ITSM, I can use only two predefined workflow, "Change" and "WorkOrder"...