Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? Thanks in advance! Best, Gergely
Hi, 14.04.2014 14:57 - Gergely Polonkai schrieb:Hello, > is there anyone on this list who has successfully implemented a Change
in ITSM 3.x?
Yes. :)
I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this?
See [1]http://otrs.github.io/doc/manual/itsm/3.3/en/html/ch08s05.html#idp37007488 and in detail the conditions actions section. you can not set a state without conditions/actions. (there is a test scenario sysconfig setting...) ;) Florian [1] http://otrs.github.io/doc/manual/itsm/3.3/en/html/ch08s05.html#idp37007488
Hello,
that's exactly what I followed. My first impression is that with such a
setup, changes cannot be created/executed in a sane way. I'm a developer
myself, so conditions and actions are not foreign for me, but if I have to
define this huge number of conditions for each change I have to manage,
that's a bit of an overkill (even with using templates). However, it is
likely that I didn't understand the whole change thing in ITSM :-) Isn't it
a bit over-complicated?
Best,
Gergely
On 14 Apr 2014 16:15, "Florian Edlhuber"
Hi,
14.04.2014 14:57 - Gergely Polonkai schrieb:Hello,
is there anyone on this list who has successfully implemented a Change in ITSM 3.x?
Yes. :)
I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this?
See http://otrs.github.io/doc/manual/itsm/3.3/en/html/ch08s05.html#idp37007488 and in detail the conditions actions section.
you can not set a state without conditions/actions.
(there is a test scenario sysconfig setting...) ;)
Florian
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that's exactly what I followed. My first impression is that with such a setup, changes cannot be created/executed in a sane way. I'm a developer myself, so conditions and actions are not foreign for me, but if I have to define this huge number of conditions for each change I have to manage, that's a bit of an overkill (even with using templates). However, it is likely that I didn't understand the whole change thing in ITSM :-) Isn't it a bit over-complicated? Sane is variable depending on to whom you’re talking to. Build a telephone central office someday if you want to encounter totally fascist change management. They worry about what Velcro straps need to be opened and closed. 8-) That said, change *IS* complicated if done right and you have to answer for the results, no excuses allowed. I admit, the *setup* process is a PITA, but once you have the conditions running, it’s workable. You do have to put in the thought up front, though. Look at creating a small-ish number of change categories and fit the changes you need to make into one of the categories instead of having a different change template for each possible change. We have a total of 5 categories, and that works pretty well.
Hi, 14.04.2014 18:57 - Gergely Polonkai schrieb:
that's exactly what I followed. My first impression is that with such a setup, changes cannot be created/executed in a sane way. I'm a developer myself, s o conditions and actions are not foreign for me, but if I have to define this huge number of conditions for each change I have to manage, that's a bit of an overkill (even with using templates).
Yes. It is a lot of work to do.
However, it is likely that I didn't understand the whole change thing in ITSM :-) Isn't it a bit over-complicated?
It is a professional IT Service Management solution. For IT professionals who live ITSM (with a Service Catalogue, SLAs, and a good working CMDB, or want to establish ITIL Ideas/practices) the OTRS Modules are not over complicated. It is more likely, that you (as the most users) normally do not need this functionality because they don't live it. For me some modules should have some more (as you would say 'complicated) functions ;) Change Management module on the other hand, is for technical Changes. It is not easy to use. But I think change management in summary is not easy. No matter which tool you are using. The tool is at the end 10% of your change management. ;) Florian
I actually lived it for several years. Maybe the tool we used back then
simplified the whole thing. :) And yes, I *do* need this feature, I’m just
a bit lost on how to do it.
On 14 April 2014 20:03, Florian Edlhuber
Hi,
14.04.2014 18:57 - Gergely Polonkai schrieb:
that's exactly what I followed. My first impression is that with such a setup, changes cannot be created/executed in a sane way. I'm a developer myself, s o conditions and actions are not foreign for me, but if I have to define this huge number of conditions for each change I have to manage, that's a bit of an overkill (even with using templates).
Yes. It is a lot of work to do.
However, it is likely that I didn't understand the whole change thing in ITSM :-) Isn't it a bit over-complicated?
It is a professional IT Service Management solution. For IT professionals who live ITSM (with a Service Catalogue, SLAs, and a good working CMDB, or want to establish ITIL Ideas/practices) the OTRS Modules are not over complicated. It is more likely, that you (as the most users) normally do not need this functionality because they don't live it.
For me some modules should have some more (as you would say 'complicated) functions ;)
Change Management module on the other hand, is for technical Changes. It is not easy to use. But I think change management in summary is not easy. No matter which tool you are using. The tool is at the end 10% of your change management.
;)
Florian
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participants (3)
-
David Boyes -
Florian Edlhuber -
Gergely Polonkai