Adding a new State to Changes
Hi,
We are currently running OTRS::ITSM 3.1.4 and are beginning to use the Changes section.
We would like to add a custom state in. When I had a look in the admin section I could see the option to add one for a normal ticket but not for a Change.
Please let me know if there is any more information that is needed.
Kind Regards,
Ben Keesing IT Support Administrator 01784480187
MIQ Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom
Email: Ben.Keesing@MIQ.com Website: www.miq.com Newsfeed: www.miq-rss.info Twitter: http://twitter.com/miqlogistics
Directions:www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=x Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics. http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf http://www.bifa.org/_attachments/Resources/1105_S4.pdf
Company Registration Number: 2773769
Hello Ben
You add new states for changes in General Catalog, there is one Class called ITSM::ChangeManagement::ChangeState, the same for workorders. After you add the new change, then you need to set the posible transitions into the ChageStateMachine.
Regards
On Thu, Oct 18, 2012 at 8:42 AM, Keesing, Ben Ben.Keesing@miq.com wrote:
Hi,****
We are currently running OTRS::ITSM 3.1.4 and are beginning to use the Changes section.****
We would like to add a custom state in. When I had a look in the admin section I could see the option to add one for a normal ticket but not for a Change.****
Please let me know if there is any more information that is needed.****
Kind Regards,****
Ben Keesing****
IT Support Administrator****
01784480187****
MIQ Logistics Limited****
Unit 1, Alpha Way****
Thorpe Industrial Park****
Egham, Surrey****
TW20 8RZ****
United Kingdom****
Email: Ben.Keesing@MIQ.com****
Website: www.miq.com****
Newsfeed: www.miq-rss.info****
Twitter: http://twitter.com/miqlogistics****
Directions: www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=x
Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association’s conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association’s standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics.****
http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf****
http://www.bifa.org/_attachments/Resources/1105_S4.pdf****
Company Registration Number: 2773769****
OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
Hi,
I can't seem to find this setting. In the general catalogue all I can see is one option and in there nothing about changes are mentioned.
Kind Regards,
Ben
From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: 18 October 2012 16:17 To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] Adding a new State to Changes
Hello Ben
You add new states for changes in General Catalog, there is one Class called ITSM::ChangeManagement::ChangeState, the same for workorders. After you add the new change, then you need to set the posible transitions into the ChageStateMachine.
Regards On Thu, Oct 18, 2012 at 8:42 AM, Keesing, Ben <Ben.Keesing@miq.commailto:Ben.Keesing@miq.com> wrote: Hi,
We are currently running OTRS::ITSM 3.1.4 and are beginning to use the Changes section.
We would like to add a custom state in. When I had a look in the admin section I could see the option to add one for a normal ticket but not for a Change.
Please let me know if there is any more information that is needed.
Kind Regards,
Ben Keesing IT Support Administrator 01784480187
MIQ Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom
Email: Ben.Keesing@MIQ.commailto:Ben.Keesing@MIQ.com Website: www.miq.comhttp://www.miq.com Newsfeed: www.miq-rss.infohttp://www.miq-rss.info Twitter: http://twitter.com/miqlogistics
Directions:www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=xhttp://www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=x Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics. http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf http://www.bifa.org/_attachments/Resources/1105_S4.pdf
Company Registration Number: 2773769
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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.netmailto:alvaro@gridshield.net www.gridshield.nethttp://www.gridshield.net
Hello Ben, what version of OTRS and ITSM are you running.
I could send you some screen shots, but not sure if you are going to get them.
In the general catalog list it should be the second option of your list.
If you don't see it, you might be missing something on your installation.
Regards
2012/10/22 Keesing, Ben Ben.Keesing@miq.com
Hi,****
I can’t seem to find this setting. In the general catalogue all I can see is one option and in there nothing about changes are mentioned.****
Kind Regards,****
Ben****
*From:* itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] *On Behalf Of *Alvaro Cordero *Sent:* 18 October 2012 16:17 *To:* OTRS::ITSM User questions and discussions *Subject:* Re: [itsm] Adding a new State to Changes****
Hello Ben
You add new states for changes in General Catalog, there is one Class called ITSM::ChangeManagement::ChangeState, the same for workorders. After you add the new change, then you need to set the posible transitions into the ChageStateMachine.
Regards****
On Thu, Oct 18, 2012 at 8:42 AM, Keesing, Ben Ben.Keesing@miq.com wrote:
Hi,****
We are currently running OTRS::ITSM 3.1.4 and are beginning to use the Changes section.****
We would like to add a custom state in. When I had a look in the admin section I could see the option to add one for a normal ticket but not for a Change.****
Please let me know if there is any more information that is needed.****
Kind Regards,****
Ben Keesing****
IT Support Administrator****
01784480187****
MIQ Logistics Limited****
Unit 1, Alpha Way****
Thorpe Industrial Park****
Egham, Surrey****
TW20 8RZ****
United Kingdom****
Email: Ben.Keesing@MIQ.com****
Website: www.miq.com****
Newsfeed: www.miq-rss.info****
Twitter: http://twitter.com/miqlogistics****
Directions: www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=x
Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association’s conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association’s standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics.****
http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf****
http://www.bifa.org/_attachments/Resources/1105_S4.pdf****
Company Registration Number: 2773769****
OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm****
-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net****
OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
Hi,
We are running OTRS 3.1.7 and ISM 3.1.4
I could see the screen shot and had another look for the fields but couldn't see them anywhere.
This is what I see when I go to SysConfig and then look at General Catalogue: [cid:image001.png@01CDB06C.C01C9E70]
Kind Regards,
Ben
From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: 22 October 2012 15:22 To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] Adding a new State to Changes
Hello Ben, what version of OTRS and ITSM are you running.
I could send you some screen shots, but not sure if you are going to get them.
In the general catalog list it should be the second option of your list.
If you don't see it, you might be missing something on your installation.
Regards 2012/10/22 Keesing, Ben <Ben.Keesing@miq.commailto:Ben.Keesing@miq.com> Hi,
I can't seem to find this setting. In the general catalogue all I can see is one option and in there nothing about changes are mentioned.
Kind Regards,
Ben
From: itsm-bounces@otrs.orgmailto:itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.orgmailto:itsm-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: 18 October 2012 16:17 To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] Adding a new State to Changes
Hello Ben
You add new states for changes in General Catalog, there is one Class called ITSM::ChangeManagement::ChangeState, the same for workorders. After you add the new change, then you need to set the posible transitions into the ChageStateMachine.
Regards On Thu, Oct 18, 2012 at 8:42 AM, Keesing, Ben <Ben.Keesing@miq.commailto:Ben.Keesing@miq.com> wrote: Hi,
We are currently running OTRS::ITSM 3.1.4 and are beginning to use the Changes section.
We would like to add a custom state in. When I had a look in the admin section I could see the option to add one for a normal ticket but not for a Change.
Please let me know if there is any more information that is needed.
Kind Regards,
Ben Keesing IT Support Administrator 01784480187
MIQ Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom
Email: Ben.Keesing@MIQ.commailto:Ben.Keesing@MIQ.com Website: www.miq.comhttp://www.miq.com Newsfeed: www.miq-rss.infohttp://www.miq-rss.info Twitter: http://twitter.com/miqlogistics
Directions:www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=xhttp://www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=x Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics. http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf http://www.bifa.org/_attachments/Resources/1105_S4.pdf
Company Registration Number: 2773769
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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.netmailto:alvaro@gridshield.net www.gridshield.nethttp://www.gridshield.net
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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.netmailto:alvaro@gridshield.net www.gridshield.nethttp://www.gridshield.net
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Keesing, Ben