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Cyrille Bollu

13 Mar 2012 13 Mar '12

2:18 p.m.

Hi, In OTRS::ITSM state machines, I do see the possibility to delete and modify state transitions, but not the possibility to add new ones. Is it possible to add new state transitions in the ITSM state machines? Best regards, Cyrille

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Leonardo Certuche

13 Mar 13 Mar

2:34 p.m.

Hello, You can add new states at the General Catalog link. Please keep in mind there are some bugs reported on the change management module related to translations: http://bugs.otrs.org/show_bug.cgi?id=5606 http://bugs.otrs.org/show_bug.cgi?id=5507 Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 13 March 2012 08:18, Cyrille Bollu wrote:

Hi,

In OTRS::ITSM state machines, I do see the possibility to delete and modify state transitions, but not the possibility to add new ones.

Is it possible to add new state transitions in the ITSM state machines?

Best regards,

Cyrille --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

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Cyrille Bollu

2:50 p.m.

Hi Leonardo, Thanks for your answer. But, my question is about state transitions, not state. Thing is, I have the impression that the workorder state machine is a little bit overkill for most of our work: Created->Accepted->Ready->In progress->Closed... That's quite a lot of state... I have the impression that we would like the possibility for some of our workorders to directly transition from "created" to "closed" (for example). So, I was thinking about adding a new state transition from "created" to "closed". But, that doesn't seem possible. Is it? It looks like it's only possible to change the "Created"->"Accepted" transition. But, then we have to say goodbye to the full-featured state machine for all future workorders. Is there any other option I'm missing? Best regards, Cyrille Le 13/03/2012 15:34, Leonardo Certuche a écrit :

Hello,

You can add new states at the General Catalog link. Please keep in mind there are some bugs reported on the change management module related to translations:

http://bugs.otrs.org/show_bug.cgi?id=5606 http://bugs.otrs.org/show_bug.cgi?id=5507

Leonardo Certuche www.itconsultores.com.co http://www.itconsultores.com.co Medellín, Colombia

On 13 March 2012 08:18, Cyrille Bollu mailto:cyrille.bollu@belnet.be> wrote:

Hi,

In OTRS::ITSM state machines, I do see the possibility to delete and modify state transitions, but not the possibility to add new ones.

Is it possible to add new state transitions in the ITSM state machines?

Best regards,

Cyrille --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

--------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

-- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*

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Michiel Beijen

4:49 p.m.

Hi Cyrille, If you directly go to Admin > State Machine, you can there add state transitions from the menu on the left hand side. If you're in the state machine transition overview for Changes or Work Orders, you can't directly add a transition. You'll need to click 'Go to overview' and then you can add a transition again. HTH, Michiel On 13-3-2012 15:50, Cyrille Bollu wrote:

Hi Leonardo,

Thanks for your answer.

But, my question is about state transitions, not state.

Thing is, I have the impression that the workorder state machine is a little bit overkill for most of our work: Created->Accepted->Ready->In progress->Closed... That's quite a lot of state...

I have the impression that we would like the possibility for some of our workorders to directly transition from "created" to "closed" (for example).

So, I was thinking about adding a new state transition from "created" to "closed". But, that doesn't seem possible. Is it?

It looks like it's only possible to change the "Created"->"Accepted" transition. But, then we have to say goodbye to the full-featured state machine for all future workorders.

Is there any other option I'm missing?

Best regards,

Cyrille

Le 13/03/2012 15:34, Leonardo Certuche a écrit :

...
Hello,

You can add new states at the General Catalog link. Please keep in mind there are some bugs reported on the change management module related to translations:

http://bugs.otrs.org/show_bug.cgi?id=5606 http://bugs.otrs.org/show_bug.cgi?id=5507

Leonardo Certuche www.itconsultores.com.co http://www.itconsultores.com.co Medellín, Colombia

On 13 March 2012 08:18, Cyrille Bollu mailto:cyrille.bollu@belnet.be> wrote:

Hi,

In OTRS::ITSM state machines, I do see the possibility to delete and modify state transitions, but not the possibility to add new ones.

Is it possible to add new state transitions in the ITSM state machines?

Best regards,

Cyrille --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

--------------------------------------------------------------------- OTRS mailing list: itsm - Webpage:http://otrs.org/ Archive:http://lists.otrs.org/pipermail/itsm To unsubscribe:http://lists.otrs.org/mailman/listinfo/itsm

--

*Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*

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Cyrille Bollu

14 Mar 14 Mar

8:28 a.m.

Damned! I fill ashamed for having asked such a stupid question... :-( Thank you! Cyrille Le 13/03/2012 17:49, Michiel Beijen a écrit :

Hi Cyrille,

If you directly go to Admin > State Machine, you can there add state transitions from the menu on the left hand side.

If you're in the state machine transition overview for Changes or Work Orders, you can't directly add a transition. You'll need to click 'Go to overview' and then you can add a transition again.

HTH,

Michiel

On 13-3-2012 15:50, Cyrille Bollu wrote:

...
Hi Leonardo,

Thanks for your answer.

But, my question is about state transitions, not state.

Thing is, I have the impression that the workorder state machine is a little bit overkill for most of our work: Created->Accepted->Ready->In progress->Closed... That's quite a lot of state...

I have the impression that we would like the possibility for some of our workorders to directly transition from "created" to "closed" (for example).

So, I was thinking about adding a new state transition from "created" to "closed". But, that doesn't seem possible. Is it?

It looks like it's only possible to change the "Created"->"Accepted" transition. But, then we have to say goodbye to the full-featured state machine for all future workorders.

Is there any other option I'm missing?

Best regards,

Cyrille

Le 13/03/2012 15:34, Leonardo Certuche a écrit :

...
Hello,

You can add new states at the General Catalog link. Please keep in mind there are some bugs reported on the change management module related to translations:

http://bugs.otrs.org/show_bug.cgi?id=5606 http://bugs.otrs.org/show_bug.cgi?id=5507

Leonardo Certuche www.itconsultores.com.co http://www.itconsultores.com.co Medellín, Colombia

On 13 March 2012 08:18, Cyrille Bollu mailto:cyrille.bollu@belnet.be> wrote:

Hi,

In OTRS::ITSM state machines, I do see the possibility to delete and modify state transitions, but not the possibility to add new ones.

Is it possible to add new state transitions in the ITSM state machines?

Best regards,

Cyrille --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

--------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

--

*Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*

--------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

--------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

-- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*

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Cyrille Bollu
Leonardo Certuche
Michiel Beijen