I'm at an early phase in implementing OTRS. What we need is an additional user defined field (with an E-Mail-Adress of a system owner) and the possibility to link a ticket type (which may be like "Incident->Server->SAP") in order to have that system owner be part of the notification process.
Preferably we want to use OTRS3::ITSM. Do you have some keywords for me; how can I achieve this? What should I watch out for, especially when I'll read the whole DOCs in the easter holidays
---TIA
Michael