2011/3/2 Nils Leideck <nils.leideck@leidex.net>

Dear Stefano,

first of all, you should consider to subscribe to the ITSM mailing list ;-) where are definitively people using ITSM modules.

ITSM lists:

OTRS::ITSM User questions and discussions => http://lists.otrs.org/mailman/listinfo/itsm
OTRS::ITSM announcement mailinglist => http://lists.otrs.org/mailman/listinfo/itsm-announce

On 02.03.2011, at 10:28, Stefano Boccanera wrote:

> I'm testing OTRS ITSM Change Mangement to implement a change management solution at a italian customer site.

Nice, welcome ;-)

> Now, after some testing creating change requests, workorders and so on, I would to clear the configuration without 'dropping' the database and re-create it from scratch. The problem is around the lack of 'Delete' function for Change Request items.
> I discovered into the bin directory a ITSMChangeDelete.pl module and I'm wondering if I can use it as a Generic Agent operation. I'm a newbie with perl language and I have some difficult to read the code and understand how to use it ( what parameter, etc.).
>
> Has anyone used that procedure or know some details how to use it?

===> B A S I C S:

In most cases you can just execute our perl files and attach a —help (hyphen hyphen help) to get help on how to use the script.

E.g.

/usr/bin/perl /opt/otrs/bin/otrs.ITSMDeleteChanges.pl —help

This actually tells you how to use the script:

otrs.ITSMChangeDelete.pl <Revision 1.3> - delete changes (all or by number).
Copyright (C) 2001-2011 OTRS AG, http://otrs.org/
Usage: /opt/otrs30itsm/bin/otrs.ITSMChangeDelete.pl [options]
 Options are as follows:
 --help                         display this option help
 --all                          delete all changes
 --ChangeNumber no1 no2 no3     delete listed changes

===> D E T A I L S:

You can see that the script does understand 3 options.

1. The help command itself
2. all, to just delete ALL Changes (be careful ;-)
3. dedicated Change numbers

Only the 3rd option requires some additional input. If you just want to delete specific Changes, which I would recommend, your command should look similar to this one:

E.g. Delete Change 2011012710000015 and 2011012710000016

/usr/bin/perl /opt/otrs/bin/otrs.ITSMDeleteChanges.pl —ChangeNumber 2011012710000015 2011012710000016

===> G O O D I E S:

If you want to delete only Changes in a certain state or with a specific attribute, you need to get these details first by executing a SQL command within a shell script for example, and then attach the resulting Change numbers to the script. You probably will execute the script then in a for-loop to make sure it does not delete more then 200 Changes in a go ... or whatever kind of failure protection ...

SQL example to find all Changes in a retracted status:

1. find the “retracted” status id

SELECT id FROM general_catalog WHERE general_catalog_class = "ITSM::ChangeManagement::Change::State” AND name = "retracted";

2. find the relevant Changes

SELECT change_number FROM change_item WHERE change_state_id = 133;

===! 133 is the retracted state id in my database


Hope that helps ...

Cheers, Nils

—
Nils Leideck
http://webint.cryptonode.de / a Fractal project

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