ITSM with OTRS is a rather manual process. You can create conditions and move the state around, but the controls are limited; you cannot readily create a template that locks workorder state changes until the change is approved.
What you can do is create a template that simplifies some of the changes. The following flow adds an approval workorder, and requires that work order to be set to "closed" before the ticket changes to "approved."
1. Create a new change request with a name such as "my template"
2. Create a worked called "approval" with the type "approval" and with the text "APPROVAL TEMPLATE TEXT. PLEASE REPLACE"
3. Create a condition called "before approval" using the "AND" operator
add the following expressions:
object: workorder
selector: 1-approval
attribute: workorder
state operator: is
value: Accepted
and
object: change
selector: (pick the only change listed, the change you are on)
attribute: change state
operator: is
value: requested
It'll look something like this:
Then, add the following action:
object: change selector: (same change number as above) attribute: change state operator: set value: pending approval
4. Save that condition and create a new condition "approved"
add this expression:
object: workorder
selector: 1-approval
attribute: workorder state
operator: is
value: closed
and this action:
object: change
selector: (same change number as above)
attribute: change state
operator: set
value: approved
and save it.
It'll look like this:
5. Save this and click "template" on the menu. Choose a name.
6. When you create a new change, select "New (from template)"
