All,

In my organization, I implemented OTRS as our ticketing solution, for incident and problem, using the functionality offered in the application. As for Change, I've followed the same methods that govern incidents and tracked changes with a dedicated Queue. With the introduction of the Change management module, I am having a difficult time setting up the "Post Master Filter" to generate change tickets in the change module.

My overall goal is to automate ticket creation and eliminate duplication of effort by my NOC.  My NOC is currently clicking “Create Change” link at the top and entering all the same information in the new change ticket.

Here is my question:

1. Is the functionally available, in “post master filter” to auto generate tickets in the change management module?  If so, how?

a. I’ve tried using the “Type” RfC to call the change module but it doesn’t work.

b. I’ve tried to setup the genericagent to move tickets into the change module from the  queue. The function of the gernericagent doesn’t provide that function.

2. Is there a way to call the workorder module to auto create a change ticket?

3. Or am I going about this the wrong way?

4. How would you setup this feature?

Any constructive suggestions from community is greatly appreciated.

JDS