-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I've been playing around with OTRS::ITSM for a while, and I think it's a very nice product which fills a big gap in the FOSS market. Great work! One of the basic things I've been trying to do (and haven't found out much information about it in the docs) is to set a CI incident state directly from a new ticket. For example, I'm able to link a ticket with a CI, but no matter which link I choose, the Incident State for the CI remains Operational, and the light bulb for the service (if it's linked) is green. That way, no ticket can 'affect' a CI (or a Service, as per propagation) and the only way I can make the light bulb go red (in simple words) is to edit the CI and manually change the Incident State to 'Incident'. Also, this feature also makes me wonder about the ticket links: is it really useful to link a ticket with a CI if it doesn't afect the state? Thank you again for your time and work! Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iEYEARECAAYFAklpP0UACgkQUWAsjQBcO4IqCgCdGV9xTNdMzaIVqoIeY6uHjLjG zHwAn0IXa3y/8PyWXJIe9N8tFyRppqgH =Wiqo -----END PGP SIGNATURE-----