I'm only new to this software and I'm extremely surprised that there is no dedicated workflow section.

Isn't that what ITIL is all about? Get things assigned to the right people and notify them.

Bugzilla has workflow.  Why can't I set up any workflow I'd like?

For instance, we have a configured a "Service Catalog" for a Request which requires approval before it can be assigned to a technician. There's workflow for the request to be approved, but t here's no way (I can see at least) to alert the technician that the request has been approved and is assigned to them.

Why is it so rigid? Why can't I pick any event, any status change event or any property update event create workflow around that?

I even tried Business Rules, but the status field aren't there.

Workflow please.

Thanks,

Scott