[otrs] ITSM Change Management
Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? Thanks in advance! Best, Gergely - 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
Re: [otrs] : ITSM Change Management
Hi, 14.04.2014 14:57 - Gergely Polonkai schrieb:Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? Yes. :) I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? See [1]http://otrs.github.io/doc/manual/itsm/3.3/en/html/ch08s05.html#idp37007488 and in detail the conditions actions section. you can not set a state without conditions/actions. (there is a test scenario sysconfig setting...) ;) Florian [1] http://otrs.github.io/doc/manual/itsm/3.3/en/html/ch08s05.html#idp37007488 - 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
Re: [otrs] : ITSM Change Management
Hello, 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, so 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). However, it is likely that I didn't understand the whole change thing in ITSM :-) Isn't it a bit over-complicated? Best, Gergely On 14 Apr 2014 16:15, Florian Edlhuber florian.edlhu...@gmx.de wrote: Hi, 14.04.2014 14:57 - Gergely Polonkai schrieb:Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? Yes. :) I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? See http://otrs.github.io/doc/manual/itsm/3.3/en/html/ch08s05.html#idp37007488 and in detail the conditions actions section. you can not set a state without conditions/actions. (there is a test scenario sysconfig setting...) ;) Florian - 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
Re: [otrs] : ITSM Change Management
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, so 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). However, it is likely that I didn't understand the whole change thing in ITSM :-) Isn't it a bit over-complicated? Sane is variable depending on to whom you’re talking to. Build a telephone central office someday if you want to encounter totally fascist change management. They worry about what Velcro straps need to be opened and closed. 8-) That said, change *IS* complicated if done right and you have to answer for the results, no excuses allowed. I admit, the *setup* process is a PITA, but once you have the conditions running, it’s workable. You do have to put in the thought up front, though. Look at creating a small-ish number of change categories and fit the changes you need to make into one of the categories instead of having a different change template for each possible change. We have a total of 5 categories, and that works pretty well. - 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
Re: [otrs] OTRS -itsm-Change management
On 19.12.2011, at 07:11, ravi shanker wrote: In change module,in involved persons sections i tried adding agents to CAB ,though auto populate feature is displaying agents available whenever i select them the CAB is always blank.. This is the issue i was facing. You need to click on “Add to CAB” after select the customer/agent cab member. Also what is importance of having CAB in change management,i mean i don't see any approval for CAB.If you have tried this please let know There is no CAB approval function in the current version of OTRS ITSM. You might implement this by using several Change-Workorders. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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
Re: [otrs] OTRS -itsm-Change management
sure Nils In change module,in involved persons sections i tried adding agents to CAB ,though auto populate feature is displaying agents available whenever i select them the CAB is always blank.. This is the issue i was facing. Also what is importance of having CAB in change management,i mean i don't see any approval for CAB.If you have tried this please let know Thanks in advance. Ravi Shankar From: Nils Leideck nils.leid...@leidex.net To: User questions and discussions about OTRS. otrs@otrs.org Sent: Wednesday, 14 December 2011 11:02 AM Subject: Re: [otrs] OTRS -itsm-Change management Dear Ravi, On 14.12.2011, at 00:10, ravi shanker wrote: i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this please don’t misunderstand my answer but a little more friendliness, itemization and detailing in your email will dramatically increase your chance to get a helpful reply. This’ said without any kind of valuation about yourself. Ok, so please explain me what is your problem? You don’t know how to get people added to the CAB list or is there an error message that you could provide us? “unable to add” doesn’t really tell us what your actual issue is, right? So please be a bit more polite and detailed in your emails, ok? TIA Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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] OTRS-itsm -Change management
Hi, i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this. Ravi Shankar- 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
Re: [otrs] OTRS -itsm-Change management
Dear Ravi, On 14.12.2011, at 00:10, ravi shanker wrote: i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this please don’t misunderstand my answer but a little more friendliness, itemization and detailing in your email will dramatically increase your chance to get a helpful reply. This’ said without any kind of valuation about yourself. Ok, so please explain me what is your problem? You don’t know how to get people added to the CAB list or is there an error message that you could provide us? “unable to add” doesn’t really tell us what your actual issue is, right? So please be a bit more polite and detailed in your emails, ok? TIA Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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] ITSM change management and linking tickets
I sent this to the ITSM group several weeks ago, but found no response, so I'm forwarding here. Is there a significance to linking tickets to changes or workorders other than reference? I don't see how I can create a condition based upon a ticket state. - 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
Re: [otrs] ITSM change management and linking tickets
Dear Robert, On 03.05.2011, at 16:19, Robert Butler wrote: Is there a significance to linking tickets to changes or workorders other than reference? I don't see how I can create a condition based upon a ticket state. This is just not implemented yet and discussed on otrsteam.ideascale.com =) Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project - 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] ITSM Change Management :: Options to change status of change
Hi, What are the options to change the 'Change Status', which seems to be stuck at 'Requested' despite trying all options for conditions. Have already tried various options mentioned in the blog, documentation does not help to take beyond this stage. Best regards, Ajmal Ahmed Shariff - 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
Re: [otrs] ITSM Change Management
Hi Rosanna. On 23.11.2010, at 12:38, Straccialano, Rosanna wrote: I’m having trouble understanding why you would need to create a Condition just to change the status of an ITSM Change. Can somebody please explain this to me or give me some examples, I can’t seem to get this working. You *can* change the states through conditionsactions based on certain events. You can enable setting the Change Status via the Change Edit dialog. This is disabled per default. It is changeable via SysConfig in: ITSM Change Management - Frontend::Agent::ViewChangeEdit Hth, Markus -- Markus Esche Director Customer Development OTRS AG Europaring 4 94315 Straubing Deutschland T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/ - 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
Re: [otrs] [itsm] change management
Dear list I see the state machine but i have a little mismatch In the general catalogue ITSM::ChangeManagement::WorkOrder::State I have this: Accepted Canceled Closed Created In Progress Ready And in the state Machine I can’t have the state closed When I want to add a new State transition I just have this: created, accepted, ready, in progress fermé, canceled and Start I think I do change the Closed state by “fermé” but I don’t remember where Can you help me Best regards S. bory De : itsm-boun...@otrs.org [mailto:itsm-boun...@otrs.org] De la part de Anton Gubar'kov Envoyé : mercredi 30 juin 2010 21:20 À : OTRS::ITSM User questions and discussions Objet : Re: [itsm] change management Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory s...@groupenci.com Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thank Sébastien Bory - OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] ITSM Change management and workorder
Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I cant see the other state (in progress, fermé, ..)? Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : mailto:s...@groupenci.com s.b...@groupenci.com Web: http://www.groupenci.com/ www.groupenci.com Description : Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. image001.gif- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [itsm] change management
Hi, This seems to be related with the following bug: http://bugs.otrs.org/show_bug.cgi?id=5507 See your translation file at /opt/otrs/Kernel/Language/ to make sure Leonardo Certuche www.itconsultores.com.co On 1 July 2010 03:12, Sebastien Bory s...@groupenci.com wrote: Dear list I see the state machine but i have a little mismatch In the general catalogue *ITSM::ChangeManagement::WorkOrder::State* I have this: Accepted Canceled Closed Created In Progress Ready And in the state Machine I can’t have the state closed When I want to add a new State transition I just have this: created, accepted, ready, in progress fermé, canceled and Start I think I do change the Closed state by “fermé” but I don’t remember where Can you help me Best regards S. bory *De :* itsm-boun...@otrs.org [mailto:itsm-boun...@otrs.org] *De la part de * Anton Gubar'kov *Envoyé :* mercredi 30 juin 2010 21:20 *À :* OTRS::ITSM User questions and discussions *Objet :* Re: [itsm] change management Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory s...@groupenci.com Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thank * * *Sébastien Bory* - OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] ITSM Change management and workorder
Hi, Next state shown depends on the state machine (/otrs/ index.pl?Action=AdminITSMStateMachine). There is one for changes and one for workorders and you must respect both, that's the way the workflow keeps its flow. Of course you can change it, make it as simple or as complex as your Organization wants Leonardo Certuche www.itconsultores.com.co On 1 July 2010 03:14, Sebastien Bory s...@groupenci.com wrote: Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thanks * * *Sébastien Bory *Administrateur réseaux *NCI-les centres d'affaires* *Bienvenue chez vous - Just welcome !* 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :s.b...@groupenci.com s...@groupenci.com Web: www.groupenci.com [image: Description : Description : cid:image001.gif@01C9F35E.16F7E530] *Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. **This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.* - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ image001.gif- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
