Re: [itsm] Reg : OTRS 3.3.7 ITIL helpdesk process setup
Hi,
OTRS:ITSM mainly works with Incident-Problem, priority, CMDB and Change management
ITSM Core: core and priority by service Incident-Problem module: define tickets types CMBD: inventory Change management: model change process http://www.otrs.com/webinar-change-management-otrs/
If you want to model processes you can do it without ITSM, with regular OTRS in
http://www.otrs.com/webinar-process-management-with-otrs/
Admin -> System Administration -> Process Management
Activities -> states of the process Activity Dialogs -> Dialogs shown to user Transitions -> Move between activities and conditions that you can check Transition actions -> Make a note, send and email on transition
I use dialogs to assing new values to a state DynamicField and after I check state DynamicField on transtions to made possible the transition
Jon
Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a > Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M
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Jon Legarrea Oteiza