SOLVED - Need assistance regd. condition in change management

[hkshetty]

Dear Members,

I would need your assistance / suggestion on a condition where I want all the related WOs and the change state to be set as 'Cancelled' once I cancel any of the connected WOs. I am trying to include a condition (as attached), it works perfectly fine for all related work order but not for the change. For ex, I have created a change with 7 WOs. When I cancel WO-3, all the other related WOs gets cancelled too (state set to cancelled) as expected. However, the state of the change ticket remains as-is (previous state, in my example 'Requested). It does not change to cancelled (as shown in screen shot 2)

I believe I am following the same format as mentioned in the OTRS ITSM Manual (https://otrs.github.io/doc/manual/itsm/ ... 10.7.7.6.3), not sure where am I going wrong

Your advice and time would be much appreciated!

Regards
Deepak

OTRS 4.0.6
MySQL
Apache

[RStraub]

You want to go from request to canceled? This probably fails because there is no valid transition in the state machine. This is the default:
https://otrs.github.io/doc/manual/itsm/ ... achine.png

You can now either make two transitions: requested -> in progress and "in progress -> canceled" or you add a new transition to the change-state-machine via the admin tab.

[hkshetty]

Thank you so much Rolf!

I appreciate your time & detailed suggestion

Have a nice day and good weekend ahead!

Regards