Re: [itsm] itsm Digest, Vol 46, Issue 1 - searching for Services associated with change records - itsm

Re: [itsm] itsm Digest, Vol 46, Issue 1 - searching for Services associated with change records

Jim Burk

2 Mar 2011 2 Mar '11

2:41 p.m.

That's unfortunate Nils. Most of the changes in our relatively small shop do not require workorders; just adds a layer of complexity that we don't need. It would be nice to have ITSM's full capability at the Change record level for those shops that don't need a complex management system, as well as at the workorder level for those sophisticated organizations. Thanks for your response in any event. On 3/2/2011 7:01 AM, itsm-request@otrs.org wrote:

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Today's Topics:

1. searching for Services associated with change records (James Burk) 2. Re: searching for Services associated with change records (Nils Leideck)

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Message: 1 Date: Tue, 01 Mar 2011 16:16:50 -0500 From: "James Burk" Subject: [itsm] searching for Services associated with change records To: Message-ID:<4D6D1BF20200002A00038688@gwia1.ncdor.state.nc.us> Content-Type: text/plain; charset="us-ascii"

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?

Best regards,

Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com

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Nils Leideck

2 Mar 2 Mar

3:38 p.m.

New subject: searching for Services associated with change records

Dear Jim, Hm, but if you do not setup WorkOrders on a Change, why do you use the ChangeManagement module ??? In your case, I would recommend to do you Change Management just within the Ticket Engine. You could use the TicketType feature to determine if a ticket is a Change, a Request, whatever ... And, based on that Type, you can setup workflows just by using the ACLs ... In OTRS, a Change without WorkOrders is like a Ticket without Articles ... both useless ... full ack! Cheers, Nils On 02.03.2011, at 15:41, Jim Burk wrote:

...

That's unfortunate Nils. Most of the changes in our relatively small shop do not require workorders; just adds a layer of complexity that we don't need. It would be nice to have ITSM's full capability at the Change record level for those shops that don't need a complex management system, as well as at the workorder level for those sophisticated organizations. Thanks for your response in any event.

On 3/2/2011 7:01 AM, itsm-request@otrs.org wrote:

...
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When replying, please edit your Subject line so it is more specific than "Re: Contents of itsm digest...”

Today's Topics:

1. searching for Services associated with change records (James Burk) 2. Re: searching for Services associated with change records (Nils Leideck)

----------------------------------------------------------------------

Message: 1 Date: Tue, 01 Mar 2011 16:16:50 -0500 From: "James Burk" Subject: [itsm] searching for Services associated with change records To: Message-ID:<4D6D1BF20200002A00038688@gwia1.ncdor.state.nc.us> Content-Type: text/plain; charset="us-ascii"

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?

Best regards,

Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com

----------------------------------------------------------------------------- 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. ------------------------------------------------------------------------------

James Burk

4:34 p.m.

New subject: searching for Services associated with change records

Thanks again Nils for the quick response. First, I have no expertise in writing ACLs. If you could point me to some documentation I might be able to figure something out but I am trying to limit any modifications to what can be accomplished through the admin interface. Second, the state transition and related notifications is an excellent way to manage the change record's workflow. I cannot do that through the ticket engine, as far as I know, given my first point above. I enabled workorders this morning and created a change then added a workorder. I am presented with an almost identical screen to enter additional/identical data. This step is unnecessary for most of the changes we do here. But the workorders do allow me to link my service, and add some date fields which aren't available at the change record level. It would be nice to be able to do this at the change record level. But again workorders add a layer of complexity to my process that will cause my folks to mutiny if I deployed the system as such. I'll keep looking. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com

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Nils Leideck 3/2/2011 10:38 AM >>> Dear Jim,

Hm, but if you do not setup WorkOrders on a Change, why do you use the ChangeManagement module ??? In your case, I would recommend to do you Change Management just within the Ticket Engine. You could use the TicketType feature to determine if a ticket is a Change, a Request, whatever ... And, based on that Type, you can setup workflows just by using the ACLs ... In OTRS, a Change without WorkOrders is like a Ticket without Articles ... both useless ... full ack! Cheers, Nils On 02.03.2011, at 15:41, Jim Burk wrote:

...

That's unfortunate Nils. Most of the changes in our relatively small shop do not require workorders; just adds a layer of complexity that we don't need. It would be nice to have ITSM's full capability at the Change record level for those shops that don't need a complex management system, as well as at the workorder level for those sophisticated organizations. Thanks for your response in any event.

On 3/2/2011 7:01 AM, itsm-request@otrs.org wrote:

...
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To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/itsm or, via email, send a message with subject or body 'help' to itsm-request@otrs.org

You can reach the person managing the list at itsm-owner@otrs.org

When replying, please edit your Subject line so it is more specific than "Re: Contents of itsm digest...”

Today's Topics:

1. searching for Services associated with change records (James Burk) 2. Re: searching for Services associated with change records (Nils Leideck)

...

...
Message: 1 Date: Tue, 01 Mar 2011 16:16:50 -0500 From: "James Burk" Subject: [itsm] searching for Services associated with change

records

...
To: Message-ID:<4D6D1BF20200002A00038688@gwia1.ncdor.state.nc.us> Content-Type: text/plain; charset="us-ascii"

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?

Best regards,

Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com

...

...
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.

...

...

Nils Leideck

9:24 p.m.

New subject: searching for Services associated with change records

Dear Jim, ok, I understand you point in terms of “modifications outside the admin interface” and the “state machine” and “conditions” which are indeed very helpful utilities and used for directed notifications, right! So, in this case, I would recommend that you setup a Change with just one (1) WorkOrder and save this as a Change Template. This way your users can create a Change just from a Template and don’t carry about Change, WorkOrder, Condition, etc ... You might want to remove the ability to “delete” and “modify” WorkOrders then for people in the itsm-change-builder groups. This can be configured in SysConfig -> ChangeManagement -> Frontent::Agent::ModuleRegistration ... if I am not mistaken... Search for “involved” or “report” to find the relevant SysConfig section ... Keep in mind there are six main activities, which jointly form the basics of the change management process. They are: 1. Identify potential change 2. Analyze change request 3. Evaluate change 4. Plan change 5. Implement change 6. Review and close change These activities are executed by four different roles. Activity 1 and 2 is handeled within a RfC record. Cheers, Nils On 02.03.2011, at 17:34, James Burk wrote:

...

Thanks again Nils for the quick response. First, I have no expertise in writing ACLs. If you could point me to some documentation I might be able to figure something out but I am trying to limit any modifications to what can be accomplished through the admin interface. Second, the state transition and related notifications is an excellent way to manage the change record's workflow. I cannot do that through the ticket engine, as far as I know, given my first point above. I enabled workorders this morning and created a change then added a workorder. I am presented with an almost identical screen to enter additional/identical data. This step is unnecessary for most of the changes we do here. But the workorders do allow me to link my service, and add some date fields which aren't available at the change record level It would be nice to be able to do this at the change record level But again workorders add a layer of complexity to my process that will cause my folks to mutiny if I deployed the system as such. I'll keep looking.

— Nils Leideck http://webint.cryptonode.de / a Fractal project

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