Hi
I'm trying to find a solution about following issue:
I'd like to restrict an agent's group to use only a specific Workorder's
type (saying for sake of clarity, the type: workorder).
On this Workorder's type this agent's group can : edit & modify the
workorder, report, and assign the workordr to another agent within the same
group,
but the same permission would not available for another workorder's type :
approval. That workorder would required an higher permission
level granted to the itsm-change-builder.
Actually granted the 'SetWorkOrderAgent' permission (changing the
permission to ro into ITSM Change Management ->
Frontend::Agent::ViewWorkOrderAgent)
grant the same permission also on the 'approval' workorder.
Can I use ACL to solve this issue?
regards
--
*
Stefano Boccanera*
Hello,
I created a simple change consisting of 3 steps: Approval_WO, Workorder_WO,
PIR_WO.
Now I want to set the state of the change to pending approval, but even when
I entered the first condition ( if Approval_WO has state created, set Change
status to pending approval) the change status is still requested.
Is there any online documentation that can help on this? I will take part in
an ITSM training soon, unfortunately the Change builder training will only
be later this year.
I will appreciate any help on this topic, links for further documentation
ect.
Regards Guenther
neosventures (GmbH)
Telephone: +49 (0) 89 2000 434 24
Mobile: +49 (0) 172 459 31 29
Fax: +49 (0) 89 2000 434 10
Email: guenther.wagner(a)neosventures.com
Website: www.neosventures.com <http://www.neosventures.com/>
neos ventures GmbH
Sitz der Gesellschaft: München
HR München 157932
Landsbergerstrasse 155
80687 München
Germany
Hello Gents and Ladies,
I am a complete newbie to the OTRS ITSM.
We are running a test system and I experience difficulties with building
sample Changes and Change Templates.
My biggest problem are defining the conditions for a change, I do understand
all the fields but would like to know if there are rules which conditions
are applied first or if there are any relations.
Is this the only way to set the state of the change?
I read up on the Manual pages but would like to know if there is any other
documentation or examples to help me on this.
Any kind of help would be highly appreciated.
Regards Guenther
neosventures (GmbH)
Telephone: +49 (0) 89 2000 434 24
Mobile: +49 (0) 172 459 31 29
Fax: +49 (0) 89 2000 434 10
Email: guenther.wagner(a)neosventures.com
Website: www.neosventures.com <http://www.neosventures.com/>
neos ventures GmbH
Sitz der Gesellschaft: München
HR München 157932
Landsbergerstrasse 155
80687 München
Germany
hi guys
I'm trying to identify a solution about following 'scenario':
- Change lifecicle management: I'm modelling a workflow based on a specific
workorder (type 'approval') to modify the change's state on
the workorder's state change. Modifying this workorder would be available
only to itsm-change-manager group.
- I would introduce operational workorder (type workorder), linked to a
change, where describe the operation needed to implement the change
- The last workorder type would be assigned to a 'basic' agent (only
itsm-change group assignment), but that basic agent would be able to change
the agent's assignment,
routing the work to another collegue.
So if I enable some 'basic' agent to take the workorder (or change the
assignement) listing their id into the ITSMWorkOrder::TakePermission::List
parameter, they will be able to take
also the 'approval' workorder, but I would avoid it, of course.
I'm investigating ACL's to solve the problem, but after read the
documentation, I didn't find any reference to change or workorders, it
seems only ticket's attributes could be used.
So I'd like to know if I can use ACL on change and workorders or not, or if
someone has an alternative solution to meet my requirements.
best regards
--
*
Stefano Boccanera*
Hi there,
As the documentation states " There are 7 types of links:"
... and does not lists the types or an explanation what they do,
I have tried to play around with them, but have not found any effect of the links actually.
Can someone explain to me what they should do and what they actually do?
Kind regards,
Jürgen Anschütz
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PS. This is the actual text:
OTRS differentiates between bidirectional and nondirectional links. Whenever a CI is linked to another CMDB object, OTRS::ITSM automatically creates the respective reverse link.
The OTRS::ITSM standard offers seven link types: [Picture without the links]
