We've never purchased the Groups module, so I am unfamiliar with it's basic functionality.
What we're concerned with here is this kind of procedure:
- End user Joe wants to have program installed on his computer. Policy requires that
- his Director Approves the installation and then
- his Vice President approves the installation.
Once the VP has signed off on the item, it can then become a work item for the IT department to address. To some extent, it doesn't matter where the job comes from, as long as the pertinent approvals have occurred.
Again, this may be well outside of the scope/abilities of ttx. arvin: can you describe what you did in your case?
How about this?
Since TTX allows you to assign a ticket and then re-assign a ticket... forget about major modifications and/or additional modules.
Setup TTX to automatically assign new tickets to Director (minor modification). Or instruct people to choose their particular Director from a pull-down on the New Ticket page. Whomever picks up the ticket can also reassign it to a new Director.
Then after Director claims ticket and looks it over, he "approves" it by re-assigning it to Vice President.
Vice President then "approves" it by reassigning ticket to the Worker or Installer.
Then all approved ticket activity takes place between Worker and End User Joe.
Optionally, Worker can re-assign ticket to Somebody, VP, Director, etc... and they can close it out.
TTX can easily do what you want... you just have to train your people to follow this procedure.
Admin can see all tickets. Each Operator (Director, VP, etc) can only see their own tickets. These permissions are assigned in the Setup program.
