Thanks Stefano, this weekend return to the issue
Julio Cesar Angulo Quiroz
Telf.: 997066155
De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Stefano Boccanera
Enviado el: Jueves, 10 de Marzo de 2011 11:38 a.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] how to change
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
- 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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Stefano Boccanera