Ticket Workflow

Feature Add-on

Ticket Workflow

The Feature Add-on allows one to easily define business workflow templates for common tasks. Workflow ‘task’ tickets can be dependent on any other task(s) in that workflow, giving a high level of control over the order in which tasks are completed. A task that is dependent on preceding tasks will not appear in the queue until the preceding tasks are closed.

Each task ticket within a workflow can be predefined using these fields:

  • Queue
  • Subject
  • Body
  • Owner
  • Priority
  • Attachments

Individual tasks can be made dependent on another corresponding task within a workflow. This dependence means that tickets will only be shown in a queue when the dependent preceding ticket has changed to the status ‘closed’.

An agent can start a workflow through an existing ticket. The content of the original ticket will then be copied to all task tickets. All agents will have a quick overview of their tasks in their personal dashboard widgets.

Distinctive criteria:

  • No further workflows can be started within an existing workflow.
  • A task can be dependent on another task within a workflow.
  • Workflows can only be started in the agent interface


  • Enables the improvement of handling processes
  • Relieves agents
  • Simplifies data collection
  • Reduces error sources

Available in Service Package


Target Groups

  • IT Service Management
  • Human Resources
  • Finance
  • Internal IT

Please Note

This Feature Add-on is also available for the OTRS::ITSM Module.

This Feature Add-on won’t be supported after OTRS 7 EOL. In OTRS 8, there are more modern features that address this need.