Do you have any example of a minimal of conditions I must have to make the change state work correctly?
and does the order of the conditions matter? Thanks 2011/11/17 Wagner <wagner...@gmail.com> > Thanks for the help, but I've some doubts yet > I've created an approval workorder and approved it as you said, but the > state of the change still is "Created" Am I missing something? when the > state changes to pending approval? or accepted? > > and I've added a agent in the CAB, shouldn't it create a approval > workorder to this agent automatically? or send an e-mail to the ones in the > CAB? > > Thanks > > > > 2011/11/17 Leonardo Certuche <leonardo.certu...@itconsultores.com.co> > >> Hello, >> >> You can only link changes to tickets, but the workorders included on the >> change can be linked to any object, including CIs >> >> >> Leonardo Certuche >> www.itconsultores.com.co >> Medellín, Colombia >> >> >> >> On 17 November 2011 11:01, Wagner <wagner...@gmail.com> wrote: >> >>> Also I couldn't link a change to a CI only to tickets. >>> >>> how may I do that? >>> >>> Thanks >>> >>> >>> 2011/11/16 Wagner <wagner...@gmail.com> >>> >>>> Hello again, >>>> >>>> First doubt I have, how does a user approves or rejects a change? >>>> >>>> I haven't seen where to do this >>>> >>>> Thanks >>>> >>>> 2011/11/10 David Boyes <dbo...@sinenomine.net> >>>> >>>>> >>>>> could anyone explain me, how does otrs works with Change Management? >>>>> >>>>> **** >>>>> >>>>> ** ** >>>>> >>>>> I won’t take you through the ITIL theory part, but it boils down to >>>>> understanding the relationship of three things: **** >>>>> >>>>> **1) **Roles**** >>>>> >>>>> **2) **Changes**** >>>>> >>>>> **3) **Work Orders**** >>>>> >>>>> Roles apply to people: eg, who initiates a change, who examines the >>>>> change, who approves the change, and who manages the execution of the >>>>> change. **** >>>>> >>>>> Changes are a set of work orders (think of them as a container, filled >>>>> with work orders). Work Orders are the tasks to be done in the change. >>>>> **** >>>>> >>>>> Work Orders are assigned to people who do tasks. Changes are assigned >>>>> to people with the role of Change Manager.**** >>>>> >>>>> So, the way OTRS’s change management module works is that you deal >>>>> with the above three things in the CM module in the ITSM add on. You >>>>> define >>>>> the roles above, and include OTRS userids in those roles. You then define >>>>> change templates for typical changes – what is to be done, who needs to do >>>>> it, who needs to approve it, etc. You do this BEFORE you start >>>>> implementing >>>>> change management – you have to plan these processes before you start. >>>>> Otherwise you **will** regret it. **** >>>>> >>>>> You fill the change templates with Work Orders: eg, Network needs to >>>>> change here, System needs to change there, etc. See above. Planning is >>>>> critical. **** >>>>> >>>>> You then start doing changes via the CM interface. **** >>>>> >>>>> ** ** >>>>> >>>>> ** ** >>>>> >>>>> ** ** >>>>> >>>>> --------------------------------------------------------------------- >>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>> >>>> >>>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >
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