Thanks again Nils for the quick response. First, I have no expertise in writing ACLs. If you could point me to some documentation I might be able to figure something out but I am trying to limit any modifications to what can be accomplished through the admin interface. Second, the state transition and related notifications is an excellent way to manage the change record's workflow. I cannot do that through the ticket engine, as far as I know, given my first point above. I enabled workorders this morning and created a change then added a workorder. I am presented with an almost identical screen to enter additional/identical data. This step is unnecessary for most of the changes we do here. But the workorders do allow me to link my service, and add some date fields which aren't available at the change record level. It would be nice to be able to do this at the change record level. But again workorders add a layer of complexity to my process that will cause my folks to mutiny if I deployed the system as such. I'll keep looking.
Best regards,
Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com
Nils Leideck nils.leideck@leidex.net 3/2/2011 10:38 AM >>>
Dear Jim,
Hm, but if you do not setup WorkOrders on a Change, why do you use the ChangeManagement module ??? In your case, I would recommend to do you Change Management just within the Ticket Engine.
You could use the TicketType feature to determine if a ticket is a Change, a Request, whatever ... And, based on that Type, you can setup workflows just by using the ACLs ...
In OTRS, a Change without WorkOrders is like a Ticket without Articles ... both useless ... full ack!
Cheers, Nils
On 02.03.2011, at 15:41, Jim Burk wrote:
That's unfortunate Nils. Most of the changes in our relatively small
shop do not require workorders; just adds a layer of complexity that we don't need. It would be nice to have ITSM's full capability at the Change record level for those shops that don't need a complex management system, as well as at the workorder level for those sophisticated organizations. Thanks for your response in any event.
On 3/2/2011 7:01 AM, itsm-request@otrs.org wrote:
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Today's Topics:
- searching for Services associated with change records (James Burk)
- Re: searching for Services associated with change records (Nils Leideck)
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Message: 1 Date: Tue, 01 Mar 2011 16:16:50 -0500 From: "James Burk"James.Burk@dornc.com Subject: [itsm] searching for Services associated with change
records
To:itsm@otrs.org Message-ID:4D6D1BF20200002A00038688@gwia1.ncdor.state.nc.us Content-Type: text/plain; charset="us-ascii"
Hello all. I am testing the ITSM Change Management module. In the
default settings for AgentITSMChangeSearch::ShowColumns the attribute Services is listed and enabled. However, other than the linking mechanism, I cannot find how to attach a Service to the Change. And even when I link a Service to a Change, the Service does not show up in the search results. Any help on this?
Best regards,
Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com
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