Best regards,

Jim

ITIL Process Manager

NCDOR

919-715-4932

919-696-0056 - cellular

>>> 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:
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>>    1.   searching for Services associated with change records
>>       (James Burk)
>>    2. Re: searching for Services associated with change records
>>       (Nils Leideck)
>>
>> ----------------------------------------------------------------------
>>
>> 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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>> ------------------------------
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>> Message: 2
>> Date: Wed, 2 Mar 2011 09:49:04 +0100
>> From: Nils Leideck<nils.leideck@leidex.net>
>> Subject: Re: [itsm] searching for Services associated with change
>> records
>> To: "OTRS::ITSM User questions and discussions"<itsm@otrs.org>
>> Message-ID:<4EA61CAB-4C1B-4348-A7ED-93CEEDBF559F@leidex.net>
>> Content-Type: text/plain; charset=windows-1252
>>
>> Dear James,
>>
>> On 01.03.2011, at 22:16, James Burk wrote:
>>
>>> 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?
>> by default, a Change cannot be linked to a Service in OTRS. The idea is that Changes are not linked directly, but indirectly by having a Service<-> Workorder link. So if you enable the Service column in the SysConfig and link a Service to a Workorder, you will see the affected/required Service(s) in the Change Overview or wherever you enable the column.
>>
>> Btw. In the Change Zoom, ALL Services to ALL included WorkOrders are displayed, while the WorkOrder Zoom only displays the WorkOrder relevant Services.
>>
>> This actually has the same effect for the Customer Portal. Customers as we see them, need to know which of their Services is affected/required by any planned Change, regardless which step (WorkOrder) of the Change does this.
>>
>> Cheers, Nils
>>
>> ?
>> Nils Leideck
>> http://webint.cryptonode.de / a Fractal project
>>
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—
Nils Leideck
http://webint.cryptonode.de / a Fractal project

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