I am working on a project to implement request fullfillment as a first step before going onto incident and problem management using OTRS. OTRS states in it's documentation to be ITIL v3 compliant, but I can see no way of using the ticket module for request fullfillment. A standard request for a new joiner will have a master ticket for a new joiner and multiple slave tickets, based on a template each with their own SLA for implementing each part of the new joiner process, such as new account, new pc ,new desk etc.
Both peregrine and remedy have this functionality, and i have built two other systems from scratch that implemented the same thing. Can somebody tell me how to do this in OTRS?
[Resolved] Request Fulfillment
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robpinnington
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[Resolved] Request Fulfillment
Last edited by robpinnington on 31 Mar 2011, 15:02, edited 1 time in total.
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crythias
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Re: Request Fulfillment
My understanding of ITIL is minimal, but you do have the possibility of splitting tickets master/slave or siblings...
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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