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, ..)?
Hi, I'm from Buenos Aires, and we are testing OTRS to implement it in the company I work.
I've created a new Configuration Item Class and I added the fields I need.
Among these fields there some date fields, and I want to know if it's possible to make these date fields optionals.
When I edit the Configuration Item only a few date fields are completed (the rest are not filled) and when I save the item all the fields are saved even the fields that was not filled.
Please let me know if more details are needed.
Thanks and sorry for my english.
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In my organization, I implemented OTRS as our ticketing solution, for incident and problem, using the functionality offered in the application. As for Change, I've followed the same methods that govern incidents and tracked changes with a dedicated Queue. With the introduction of the Change management module, I am having a difficult time setting up the "Post Master Filter" to generate change tickets in the change module.
My overall goal is to automate ticket creation and eliminate duplication of effort by my NOC. My NOC is currently clicking "Create Change" link at the top and entering all the same information in the new change ticket.
Here is my question:
1. Is the functionally available, in "post master filter" to auto generate tickets in the change management module? If so, how?
a. I've tried using the "Type" RfC to call the change module but it doesn't work.
b. I've tried to setup the genericagent to move tickets into the change module from the queue. The function of the gernericagent doesn't provide that function.
2. Is there a way to call the workorder module to auto create a change ticket?
3. Or am I going about this the wrong way?
4. How would you setup this feature?
Any constructive suggestions from community is greatly appreciated.
I am trying to setup OTRS ITSM and in this regard I would like to know the following;
1. Whether it can be installed over CentOS flavor of Linux and if yes then which version of CentOS.
2. Which is the current stable version of Red Hat Linux that supports OTRS ITSM
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I'm analyzing ITSM Change Module; I've created an ITSM Change and, inside it, I've created several WorkOrders.
What I'm wondering is if it would be possible to assign a WorkOrder to a group of users (not to a single agent) or to a Queue. In this way, if an agent can't work the order (eg. he is in vacation...) this workorder is taken by another user and the entire process would not be interrupted.
Is it possible?
I screwed up my work order state machine :( trying to make changes directly
on the change_state_machine table. As a result, I get "The workorder state
created is not known!" errors on the admin log and if I click on My
Workorders, the following error is shown:
Can't use an undefined value as an ARRAY reference at
/opt/otrs//Kernel/Modules/AgentITSMChangeMyWorkOrders.pm line 233.
I uninstalled my ITSMChangeManagement module and then reinstalled it but the
error persisted, could anyone please advise what to do to solve it?
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RE: Marco Vannini success: I am not as smart or lucky."Hi guys, Just installed 2.0.2 and testing change management... at the moment I've only to congratulate with all of you. Is the think that I was looking for... ! Thank you so much. MV" I have installed ITSM 2.0.2 and have configured Incident and Configuration Management as I had for prior release of ITSM to regression test the new version. Very happy with that.Now to Change Management. I am accepting as many of the default values as I can for my Proof Of Concept. There appears to be great functionality in the system like conditions and eventsand actions, which are fairly sophisticated for my organization but I believe I can make themwork, eventually. But simple things like adding Involved Persons I cannot get to work. I haveAgents and I have set proper permissions in the ITSM Change, ITSM Change Builder, and ITSM Change Manager Groups. I have created a CAB Group and added Agents to it. I cannot figureout how to assign them after I have created a Change and want to add involved persons.Is there any good documentation available beyond what could be found in http://doc.otrs.org/itsm/2.0/en/html/?? Best regards, Jim Burk
ITIL Process Manager
919-696-0056 - cellular
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I'm working with OTRS::ITSM and I would like to know if it is possible to show, and link, the Configuration Items from the Customer Site. In this way the Customer, when he creates a Ticket, would be able to link to the Ticket the exact configuration item he has problem with.
Is it possible?