hi julio I'm involved into a specific Change Management Project based on OTRS ITSM and I can give you our exeperience. I just defined trhree roles: - 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. We also customize the Change Add and Change Modify screen to include additional infos, and build a predefined Change Templates based on the type (macro) of the change, i.e. Application, Hardware, etc.. By the way we put into the template a set of predefined workorder, using some of them to build a workflow about Change state modification (using condition / action rules). Assigning each user to specific role, will defined what function will be able for that user, using template will minimize (but not eliminate) mistakes would be arise .... Hope it can help you regards stefano 2011/3/9 DM_Julio Angulo

Sorry, in the ITSM Change Management module; I do not explain it, the better explain with an example, I want to register in OTRS, the scheduled replacement of memory banks on a server, and there are 3 people involved in such work, the manager, build and agent, I understand that there must be roles defined, but as public this procedure in OTRS?

Julio Cesar Angulo Quiroz

Telf.: 997066155

*De:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *En nombre de *David Boyes *Enviado el:* Miércoles, 09 de Marzo de 2011 05:23 p.m. *Para:* User questions and discussions about OTRS. *Asunto:* Re: [otrs] how to change

Make changes in the software code, or the settings in the software, , or create changes in the ITSM Change Management module?

Hello, do not understand how to make changes, someone has a manual of procedures of this part or a link where you can advise me. thanks

Julio Cesar Angulo Quiroz

Telf.: 997066155

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-- * Stefano Boccanera*

Hi nils you are right, but our 'change initiator' is really an internal role not related to the otrs schema. we have also another difference vs. OTRS. The user open directly a change request, without any RfC ticket (they use Remedy to perform this work), so I'll try to find a solution to create a SLA on Change Request performance (i.e. how many Change managed per month and so on) because I can't find any 'configuration' item to link SLA to Change, only to Workorder .... Any suggestion ? (I think to catch SLA on how many Workorder , type Approval and type Decision used to open/close Change Request ...) thanks for the clarification stefano 2011/3/10 Nils Leideck

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

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-- * Stefano Boccanera*

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

thanks for the help, but I have a question, such as change of state (in progress, canceled, failed), and where is this done? thanks again

Julio Cesar Angulo Quiroz Telf.: 997066155

-----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Nils Leideck Enviado el: Jueves, 10 de Marzo de 2011 08:40 a.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] how to change

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

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-- * Stefano Boccanera*