ITSM in Customer Portal

[kgershman]

We are in the process of evaluating OTRS for our use and have been working extensively with the Ticketing portion and only a limited amount of time so far with ITSM. What I can't seem to discover is how to provide visibility to the customer of the linked Change Requests, Work Orders, etc. from wth Customer.pl portal or if this was meant to be possible.

I find it odd that there are Customer Notifications from ITSM that refer to new change requests, work orders, links, etc., however, but the customer has no access of their own to this information from the Ticket in the customer portal. Similarly, it is odd that you can include a customer on the CAB of a Change Request, but again provide no ability for that "Customer" to see the Change Request itself.

Forgive me if I'm missing something basic here and would appreciate some guidance.

Warmest regards...

[jojo]

it is per design that customers can not the the (mostly internal) Change process. Thats why they can be informed on the progress

[kgershman]

Thanks for confirming my suspicion and I can factor that into our evaluation or how to handle design of notifications regarding ITSM.

Warm regards.