hi julio

I'm involved into a specific Change Management Project based on OTRS ITSM and I can give you our exeperience.

I just defined trhree roles:

- 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.

We also customize the Change Add and Change Modify screen to include additional infos, and build a predefined Change Templates based on the type (macro) of the change, i.e. Application, Hardware, etc.. By the way we put into the template a set of predefined workorder, using some of them to build a workflow about Change state modification (using condition / action rules). 

Assigning each user to specific role, will defined what function will be able for that user, using template will  minimize (but not eliminate) mistakes would be arise ....

Hope it can help you

regards

stefano 
 

2011/3/9 DM_Julio Angulo <dm_jangulo@equifax.com.pe>

Sorry, in the ITSM Change Management module; I do not explain it, the better explain with an example, I want to register in OTRS, the scheduled replacement of memory banks on a server, and there are 3 people involved in such work, the manager, build and agent, I understand that there must be roles defined, but as public this procedure in OTRS?

 

Julio Cesar Angulo Quiroz

Telf.: 997066155

 

De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de David Boyes
Enviado el: Miércoles, 09 de Marzo de 2011 05:23 p.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] how to change

 

Make changes in the software code, or the settings in the software, , or create changes in the ITSM Change Management module?

 

Hello, do not understand how to make changes, someone has a manual of procedures of this part or a link where you can advise me.
thanks

 

Julio Cesar Angulo Quiroz

Telf.: 997066155

 


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Stefano Boccanera