ITSM Change Management for several customers?

[VLE]

Hy,

I am already using OTRS as a ticketing tool but “OTRS alone” can’t allow me to manage changes requirements. That’s why I am interested by ITSM Change Management.

I configured OTRS for several customers (I have one group of Agents for each customer) but I am not sure that ITSM Change Management can also be used with several customers.

Problems that I meet are described just below:

- With ITSM Change Management, I have 3 groups of Agents (ITSM-change, ITSM-change-builder and ITSM-change-manager). With the group ITSM-change and the others groups alike, every agent can see all the changes even those which don’t concern their customer. By comparing with a ticket, the ticket belongs to a queue which is only available to a group of agents. Does ITSM Change Management offer the possibility of managing changes by customer?
- My customer is the one who gives approval for a change. Even by using the groups, it seems impossible to allow a customer to see the menu ITSM Change. Can a customer see and modify the status of a change (or of workorders) using the link otrs/customer.pl?

Thanks to those who can help me.

[jojo]

To both questions: No

[VLE]

Thanks, I stop looking...