On 01.03.2011, at 22:16, James Burk wrote:
Hello all. I am testing the ITSM Change Management
module. In the default settings for AgentITSMChangeSearch::ShowColumns the attribute
Services is listed and enabled. However, other than the linking mechanism, I cannot find
how to attach a Service to the Change. And even when I link a Service to a Change, the
Service does not show up in the search results. Any help on this?
by default, a Change cannot be linked to a Service in OTRS. The idea is that Changes are
not linked directly, but indirectly by having a Service <-> Workorder link. So if
you enable the Service column in the SysConfig and link a Service to a Workorder, you will
see the affected/required Service(s) in the Change Overview or wherever you enable the
Btw. In the Change Zoom, ALL Services to ALL included WorkOrders are displayed, while the
WorkOrder Zoom only displays the WorkOrder relevant Services.
This actually has the same effect for the Customer Portal. Customers as we see them, need
to know which of their Services is affected/required by any planned Change, regardless
which step (WorkOrder) of the Change does this.
/ a Fractal project