Dear Günther, On 14.12.2011, at 03:37, Günther Wagner wrote:
I am a complete newbie to the OTRS ITSM.
So, welcome :-)
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.
They are listed and executed by their names in alphanumeric order. So if you want to have them executed in a dedicated order (this is mostly not required) you can go back to good old days and put a range in front of the name. E.g. "00100 - Set the CHANGE state to in progress if xyz happens".
Is this the only way to set the state of the change?
Be default yes. There is an option in the SysConfig to enable the Change-State in the Change-Edit screen. Just keep in mind, that would need to create even more Conditions are you have to catch all variances of Workorder- and Change-State combinations, which actually doesn’t really help you with setting up Conditions - I feel. You might want to decide to not use Workorders and stick with a Change object only where you can document and control your Change with ChangeFreeText fields. Then you can enable the setting of course. But you would loose the complexity and granularity of Workorders where this exactly is what a Change makes documented.
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.
We thought about some repository for Change-Templates, the issue is that these only work if you stick with the very default installation. There is nothing else yet, but ideas are always welcome :-) Cheers, Nils -- http://webint.cryptonode.de / a Fractal project