Greetings!

As in many companies, we need the ability to approve changes. We actually need a two-stage approval process, whereby the IT department customer approves the change and then the target department (i.e. customer)  approves the implementation.

I’ve worked with other ITSM tools where you can couple the need for approval with a service in that the service is defined as „needs approval“. (a simple check box) This creates an approval ticket which is assigned to the „approver“ as defined in the service. (if there is more than one approver, each gets their own approvl ticket and you can even define a mininum number of approvals.)

Unfortunately, I do not see anything close to this in Otobo. From what I have been able to gather, you have to create an approval work oder then add a condition based on that workorder which does „something.“ What that „something“ is is unclear. However, my question is whether this is the formal way of implementing change approvals.

If this is the way to set up change approvals, then it would logical to me, that the only way to make this process more easily available is to create a change template based on this change. Is that correct?

I’ve looked but the only documentation I have found for change management is the documentation for the OTOBO::ITSM Change Management package. This is not very helpful, Is there any more documentation?

Thanks in advance!