Process management is a good way of reflecting and executing recurring activities in a structured manner. Process management can be used for smaller operations, such as for creating a new user, or for larger and more extensive work, such as system modifications or changes. It is thus a very flexible tool that helps users handle all kinds of tasks. Dynamic fields let you attach additional metadata to a ticket.

In ((OTRS)) Community Edition a process can be triggered in various ways. Either by creating a new ticket or from within an existing ticket. The complete configuration and administration is handled in the ((OTRS)) Community Edition interface in the Admin area below "Process Management".

To illustrate this, some screenshots from a simple "New Employee" process are shown below:

Once configured, a new process ticket can be created in the menu. A form is displayed for selecting the desired process.

The configured fields appear in the form that pops up. They can be prefilled with defaults. Mandatory input is also possible. Dynamic fields let you define follow-up actions. For example, subtickets are created here for each activated option; they could be processed in different queues, for example.

Then an overview of the process ticket created here is shown. The ticket is currently in the approval phase and must first be released by superordinate authority.

The superordinate instance now checks this ticket, and can make changes if needed. In this case, the "New hardware" checkbox was removed.