Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I cant see the other state (in progress, fermé, ..)? Thank Sébastien Bory
Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory <sb@groupenci.com>
Dear lists,
I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order,
But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)?
Thank
* *
*Sébastien Bory
*
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Dear list I see the state machine but i have a little mismatch In the general catalogue ITSM::ChangeManagement::WorkOrder::State I have this: Accepted Canceled Closed Created In Progress Ready And in the state Machine I can’t have the state closed When I want to add a new State transition I just have this: created, accepted, ready, in progress fermé, canceled and Start I think I do change the Closed state by “fermé” but I don’t remember where Can you help me Best regards S. bory De : itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] De la part de Anton Gubar'kov Envoyé : mercredi 30 juin 2010 21:20 À : OTRS::ITSM User questions and discussions Objet : Re: [itsm] change management Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory <sb@groupenci.com> Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thank Sébastien Bory --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Hi Sebastien I am new to otrs change management. How do i set the conditions so that the status of the change can move from requested to approval?? Thank you, Lovemore Chirombe On Wed, Jun 30, 2010 at 4:51 PM, Sebastien Bory <sb@groupenci.com> wrote:
Dear lists,
I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order,
But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)?
Thank
* *
*Sébastien Bory
*
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Hello, You can create an approval workorder inside your change template, and then make a condition in which when the mentioned workorder goes to state accepted, then your change will go from requested to approved. Save it and create a new change based on that template. When the approval workorder gets assigned to someone and that someone goes to Report and accepts it, then thanks to your condition, your change now will be approved. Leonardo Certuche On 2 July 2010 07:46, Lovemore Chirombe <chirombel@gmail.com> wrote:
Hi Sebastien
I am new to otrs change management. How do i set the conditions so that the status of the change can move from requested to approval??
Thank you, Lovemore Chirombe
On Wed, Jun 30, 2010 at 4:51 PM, Sebastien Bory <sb@groupenci.com> wrote:
Dear lists,
I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order,
But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)?
Thank
* *
*Sébastien Bory
*
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Don't you also have to modify the state machine such that a transition from requested to approved is valid? Or does setting the condition up as you suggest override that? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com
Leonardo Certuche <leonardo.certuche@itcon-ltda.com> 7/2/2010 9:29 AM >>> Hello,
You can create an approval workorder inside your change template, and then make a condition in which when the mentioned workorder goes to state accepted, then your change will go from requested to approved. Save it and create a new change based on that template. When the approval workorder gets assigned to someone and that someone goes to Report and accepts it, then thanks to your condition, your change now will be approved. Leonardo Certuche On 2 July 2010 07:46, Lovemore Chirombe <chirombel@gmail.com> wrote: Hi Sebastien I am new to otrs change management. How do i set the conditions so that the status of the change can move from requested to approval?? Thank you, Lovemore Chirombe On Wed, Jun 30, 2010 at 4:51 PM, Sebastien Bory <sb@groupenci.com> wrote: Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thank Sébastien Bory --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------
participants (5)
-
Anton Gubar'kov -
James Burk -
Leonardo Certuche -
Lovemore Chirombe -
Sebastien Bory