Hi, 14.04.2014 18:57 - Gergely Polonkai schrieb: > that's exactly what I followed. My first impression is that with such a setup, > changes cannot be created/executed in a sane way. I'm a developer myself, s > o conditions and actions are not foreign for me, but if I have to define this huge > number of conditions for each change I have to manage, that's a bit of an > overkill (even with using templates).
Yes. It is a lot of work to do. > However, it is likely that I didn't understand the whole change thing in ITSM :-) > Isn't it a bit over-complicated? It is a professional IT Service Management solution. For IT professionals who live ITSM (with a Service Catalogue, SLAs, and a good working CMDB, or want to establish ITIL Ideas/practices) the OTRS Modules are not over complicated. It is more likely, that you (as the most users) normally do not need this functionality because they don't live it. For me some modules should have some more (as you would say 'complicated) functions ;) Change Management module on the other hand, is for technical Changes. It is not easy to use. But I think change management in summary is not easy. No matter which tool you are using. The tool is at the end 10% of your change management. ;) Florian
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