[itsm] Antwort: Re: triggering change state changes

Hi Udo, I understand, but does the state not change when it is created? I mean, it changes from *START* (ID 0) to something (with a different ID), doesn't it? Kind regards Sven Ehret Von: Udo Bretz An: "OTRS:"@groupware01.local:ITSM User questions and discussions Datum: 21.10.2010 11:04 Betreff: Re: [itsm] triggering change state changes Gesendet von: itsm-bounces@otrs.org Hi Sven, the conditions are triggered on Events like ChangeUpdate, or ChangeAdd: If a change changes it state from "something" to "pending approval", then the condition is checked, and executed. But hat means that your condition will not be checked because the change is already in this state, and no ChangeUpdate is executed. Your condition would work, but only when the change state is set to "pending approval", then your condition will work and sets it to "approved". I hope that helps, best regards, Udo On 21.10.2010 10:49, sven.ehret@comdok.de wrote:

Dear List,

if I have a change with state “pending approval” and a condition that says: /if change state is pending approval, set the state to approved/: shouldn't the change's state change to approved immediately?

Or if I save this as a template, shouldn't the new change open already approved?

If not, how is the state change triggered?

Thank you and kind regards

Sven Ehret

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