As for change management here's what I need:
Sequencial aprovalls on aproval workorders. I've read somewhere that it will be available with OTRS 3, but not shure of it now, because this is ITSM related.
I solved this by adding no responsable agent to the workorder after the aprovalls, and making conditions and actiosn in a way that the workorder get's a responsable person when both the aprovalls get the aproved status.
Is it the right way? Don't know but it works.
Linking CI's With Changes. Didi it this way:
Edited this file: /otrsfolder/Kernel/Config/Files/ITSMCore.xml
Code: Select all
<ConfigItem Name="LinkObject::PossibleLink###9980" Required="0" Valid="1">
<Description Lang="en">This setting defines that a 'ITSMConfigItem object can be linked with 'ITSMChange' objects using the 'Normal' link type.</Description>
<Description Lang="de">Definiert, dass ein 'ITSMConfigItem'-Objekt mit dem Linktyp 'Normal' mit 'ITSMChange'-Objekten verlinkt werden kann.</Description>
<Group>Framework</Group>
<SubGroup>Core::LinkObject</SubGroup>
<Setting>
<Hash>
<Item Key="Object1">ITSMChange</Item>
<Item Key="Object2">ITSMConfigItem</Item>
<Item Key="Type">Normal</Item>
</Hash>
</Setting>
</ConfigItem>I Need to know if i can Customize the main Change Form in order to add new text fields. This has to be "Update Resistant"
I know that on the faq module i can add two more fields that are already created but hidden. For the Change Management I don't know if it's possible.
This would help on Change Templates, because what I'm beeing asked for, are different fields for different change types.
Help here would be nice.
I have to report/describe the best way possible, what are and what for you use every type of "workorder". I understand a normal workorder, and an aprovall workorder. I need to understand the rest. Please note, I'm a noobie on OTRS and ITIL, and I'm lacking time on this project. Thank u!
Workorder - Normal work!?!
Aprovall - Someone eith decision power needs to aprove the work to be done after this kind of workorder.
Backout - When something goes wrong, this is a workorder where we state what to do, or what has been done as a backout plan. Is this possible after a PIR?
Decision - I quite don't understand or maybe don't know hoe to use this one.
PIR - Post Implementation Review - Like an evaluation period after the change has been made. What happens more than this here?
I also need to notify different persons depending on the changing responsable area.
How can I do this?
These are my questions on Change Management. So many words, but I think solutions will be easy... I just lack the knowledge.
Now for the FAQ module: [SOLVED]
I need to give agent users the right to create FAQ articles, with or without beeing faq-admins. I haven't yet managed to do that... Been messing around with the FAQ and FAQ_Admin groups, but no luck 'till now.
That's it for today.
Regards and Thanks in Advance!
