how to approve Change in ITSM

[ashwinigore]

i have followed all steps as per https://doc.otrs.com/doc/manual/itsm/6. ... /ch08.html

Change is created by change-owner and few workorders are created. added Change-builder and Change-Manager as a CAB.

I can see one change in "requested" state. I logged in from both agent with role Change-builder and Change-Manager but unable to get option from where CAB can be approve.

Please suggest.
Top

[jojo]

You have to build a ruleset which changes the state.

Neverless I suggest not to use the old Change Module but create a process for changemanagement which gives you more flexibility and more possibilities

[ashwinigore]

hi jojo,

thanks for quick reply. Even i was thinking how i can connect process mgmt with change mgmt.
One more question, if i am defining chagemgmt process using "Process MGMT" OTRS feature, then I can create workorder and track it basically?
I am unable to figure it out. Process MGMT seems to be sequential, how it can be convert into Parallel execution?

[wurzel]

Hi,

connecting Change Management with tickets is not possible. You only can "link" them together.

Using parallel tasks with process management is possible with split and link. For more logic you have to use local webservices.

Flo

[ashwinigore]

hi Flo,

thanks for update, i will check.

However, please help me to know how to approve Change from change-builder and change-manager when both of them are part of CAB

regards,
AShwini

[wurzel]

Hi,

jojo told you already "You have to build a ruleset which changes the state."

Flo

[ashwinigore]

HI wurzel,
thanks for feedback

please help where to set ruleset? I added conditions but not sure when and how it will get executed. can u help me with howto for this ?
regards,
Ashwini

[jojo]

The CM Module is highly complex and might require some training or concultancy. As the CM module is discontinued in future release I strongly advice to go with the process management instead.

[ashwinigore]

thanks Jojo for reply. i got ur point.

regards,
Ashwini