i'll try to show the workflow:

Applying a tempalte when the Change is first created, will automatically create :

1) a workorder of 'approval' type, the initial state is 'created'

2) a workorder of 'workorder' type initial state is 'created'. This workorder is an operation workorder with instruction what will be the work .... You can add other workorder of this type ....

3) a workorder of 'decision' type with initial state 'in progress' . that workorder will be used to certify the closing of all activities and the final Chnage status : successful or failed

4) The Change request with initial value set. The more important value is the Change State , set to 'pending approval'. Please you have to apply a little modification to the state machine for Change, linking the *START* to 'pending approval' state.

After that the change will be subject to following condition rule (configured into the change used at Template creation):

a) When the Change state is pending approval and the workorder at point (1) change its state to accepted, then set the change state to approved

b) When the Change state is pending approval and the workorder at point (1) change its state to canceled, then set the change state to rejected [it is the opposite of (a)]

c)  When the Change state is approved  and the workorder at point (2) change its state to in progress (activity is started ..), then set the change state to in progress

d)  When the Change state is in progress and the workorder at point (3) change its state to close, then set the change state to successful

e) When the Change state is in progress and the workorder at point (3) change its state to canceled, then set the change state to failed

The action at point  A,B,D,E will be taken from the Change Manager that coordinates the change activity, the action at point C will be taken from the change builder responsible for the activity

hope I don't bored you

hasta lluego

stefano
 
 


2011/3/10 DM_Julio Angulo <dm_jangulo@equifax.com.pe>
thanks for the help, but I have a question, such as change of state (in
progress, canceled, failed), and where is this done?
thanks again

Julio Cesar Angulo Quiroz
Telf.: 997066155

-----Mensaje original-----
De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de
Nils Leideck
Enviado el: Jueves, 10 de Marzo de 2011 08:40 a.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] how to change

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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Stefano Boccanera