Hi nils
you are right, but our 'change initiator' is really an internal role not
related to the otrs schema.
we have also another difference vs. OTRS. The user open directly a change
request, without any RfC ticket (they use Remedy to perform this work), so
I'll try to find a solution to create a SLA on Change Request performance
(i.e. how many Change managed per month and so on) because I can't find any
'configuration' item to link SLA to Change, only to Workorder ....
Any suggestion ? (I think to catch SLA on how many Workorder , type
Approval and type Decision used to open/close Change Request ...)
thanks for the clarification
stefano
2011/3/10 Nils Leideck
Dear Stefano,
that sounds correct ... a little different but still thumbs up! ;-)
Keep in mind that the Change Initiator in OTRS ITSM is the customer of the/all linked RfC Tickets! Just to prevent confusions of wording ;-))
Cheers, Nils
On 10.03.2011, at 12:23, Stefano Boccanera wrote:
- change initiator (who open the change ), that role is linked to the Change Builder OTRS group
- change manager (who authorize the change, add workorder and assign, open the change by himself if needed) this role is linked to the OTRS group Change manager and Change Builder
- finally the Change Responsible (people sharing the organization's responsibility) this role is only a control's role so they are linked to OTRS group User, ITSMchange and Stat.
— Nils Leideck http://webint.cryptonode.de / a Fractal project
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