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 >
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