Also I couldn't link a change to a CI only to tickets.
how may I do that?
Thanks
2011/11/16 Wagner
Hello again,
First doubt I have, how does a user approves or rejects a change?
I haven't seen where to do this
Thanks
2011/11/10 David Boyes
could anyone explain me, how does otrs works with Change Management?
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I won’t take you through the ITIL theory part, but it boils down to understanding the relationship of three things: ****
**1) **Roles****
**2) **Changes****
**3) **Work Orders****
Roles apply to people: eg, who initiates a change, who examines the change, who approves the change, and who manages the execution of the change. ****
Changes are a set of work orders (think of them as a container, filled with work orders). Work Orders are the tasks to be done in the change.** **
Work Orders are assigned to people who do tasks. Changes are assigned to people with the role of Change Manager.****
So, the way OTRS’s change management module works is that you deal with the above three things in the CM module in the ITSM add on. You define the roles above, and include OTRS userids in those roles. You then define change templates for typical changes – what is to be done, who needs to do it, who needs to approve it, etc. You do this BEFORE you start implementing change management – you have to plan these processes before you start. Otherwise you **will** regret it. ****
You fill the change templates with Work Orders: eg, Network needs to change here, System needs to change there, etc. See above. Planning is critical. ****
You then start doing changes via the CM interface. ****
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