Hi Jayson, for incident and problem management, incidents and problems are just normal tickets with a special ticket type (incident or problem). But this is different with the change management, changes and their included workorders are a completely different entities, very different from tickets. Creating a change, and setting up workorders, building conditions and actions requires more manual work, and can be very different from user to user. That's the reason why there is no such thing "creating a change ticket" automatically from the postmaster filter. An incoming email in OTRS is converted to a ticket, but that is usually not the thing people want in change management. The idea here is, that users request a change by opening a ticket with the ticket type "RfC" (Request for Change) that can be linked with a change. If the agent who views the ticket also has the permission to use the change management module (is a group member in itsm-change, and itsm-change-builder), a new text link will be shown in the ticket zoom "Create Change", which will redirect you to the change add menu, and in the background automatically links the RfC ticket with the change. I hope that helps a little... Best regards, Udo On 24.06.2010 19:10, Jayson Shuck wrote:
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
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