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