Separate ITSM-Change Group

[hoddino]

We are running 4.0.13 and we're trying to build a separate Change section for a group in our company. We want them not to be able to see change tickets from other departments. This is easy to do with the ticket system as we can lock them to a queue and they never see the tickets from other groups but I can't seem to do that for the Change side of things.

Any help would be appreciated.

[jojo]

Change is just globaly so it can not be diverted into different areas. I suggest to use process tickets instead

[hoddino]

Not sure where to make those changes, and also what are process tickets? We've been using OTRS for a few years now but I'm sure we're not leveraging the most efficient ways to use it.

Thanks!

[jojo]

I suggest commercial consulting and/or training to get most out of your OTRS

[hoddino]

Not the answer I was expecting in a community page about OTRS, but thanks for your help.

[EXG133]

Not the answer I was expecting in a community page about OTRS, but thanks for your help.

"How to use a tool like OTRS optimally for your organization?" is not a good question for an open forum. We don't know you or your company, your processes, etc. If you have specific questions I'm sure some forummember could answer.

And to answer your original question: Changes do not have a concept of queues or something similar. It would require extensive changes in the code. Process tickets MIGHT be able to replace changes, depending on your needs. These are process tickets: https://otrs.github.io/doc/manual/admin ... ement.html

[hoddino]

"How to use a tool like OTRS optimally for your organization?"

I didn't ask that. I asked a question in my original post, my second post was a statement that we were probably not using it optimally.

Anyways thanks for that link, I'll dig through it.