We are evaluating OTRS:ITSM and I'm playing around with it in a test
environment. I'm trying to create a change with some conditions that I
will use as a template for 'normal' changes.
So far, I have a change with six work orders:
WO1 - Change Assessment (type: work order)
WO2 - CAB (type: Approval)
WO3 -- Change Prep (type: work order)
WO4 - Change Implementation (type: work order)
WO5 - Back out plan (type: backout plan)
WO6 - PIR (type: PIR)
My conditions (not sure how best to show these):
Name: 0900 IF rqd fields there set W01 to 'In Progress'
Expressions: IF Change Title not empty AND Planned Start not empty
AND planned end not empty
Actions: Set WO1 state to 'In Progress'
NOTES: I added this after the 1000 condition so I'm not sure if this one
works or not (not sure I can go straight to an 'in progress' state but my
goal was to skip the accept/ready states if possible
Name: 0950 IF WO1 cancelled, THEN set change status to
'Cancelled'
Expressions: If WO1 state is cancelled
Actions: Set change state to 'cancelled'
NOTES: Haven't tested this one yet..
Name: 1000 IF WO1 complete, THEN set change status to
'Pending Approval' AND W02 (CAB) to 'In Progress'
Expressions: WO1 state is closed
Actions: set WO2 state to In Progress
Set change state to Pending Approval
NOTES: This was my first (and initially only) condition and it seemed to
work ok
Name: 1100 IF WO2 (CAB) closed, THEN set change state to
Approved
Expressions: If WO2 state is 'closed'
Actions: set Change state to Approved
NOTES: This one isn't working yet and I don't know why
I'm very new at OTRS:ITSM and still feeling relatively clueless. I'm
familiar with the Change and Work Order states and they have not been
changed from what is delivered. I've watch the youtube video on OTRS
change management and am trying to follow some of that example. I'm
grateful for any suggestions and I'd love to see what anyone else has
working if you are willing to share. What types of templates have you
found useful, etc..
We are a very small shop and have been using RT (a pretty old version)
Thanks!
Gene
