(Solved) ITSM Change Management

[snipervx]

I am new to OTRS and somewhat to ITSM. So forgive me if I sound like i don't know what I am doing (because i really don't...)

My questions are:
Are there any good step by step tutorials out there on how to create, change, work through, and close / cancel changes?

I have found that the ITSM OTRS help is not very step by step and is not helpful to me.

If i have a change that is in my change overview that is pending approval and I have no work orders or conditions setup. What is the easiest way to cancel or close the change?

The change that I created was just a test and I found quickly that it wasn't going to be as easy to close it out as I thought.


Thanks in advance!

[RStraub]

The change management is a bit confusing at first glance - also a bit complex to setup - but very powerful once getting used to.

The main hurdle is (imho) that you cannot change the state of a change directly. You have to create a combination of workorder and conditions.

In your setup, that would require at least one workorder and a condition that listens to the "finish" of that workorder. The actions this condition should take are:
- set change to retracted or rejected
- OR, set the change to requested, then to in progress, then to canceled, failed or successfull


Consult the state machine here:
https://otrs.github.io/doc/manual/itsm/ ... te_machine

That's most likely the second hurdle, as you cannot set states directly, you have to follow the edges on the state machine.

[snipervx]

Thank you so much for your reply.

Once you pointed me to the state machine diagram it made so much more sense. I have seen the diagram before but I didn't realize that it made a difference on what state you were currently in and what state you could go to next. I was skipping over a lot of states.

I was able to get the test ticket rejected by:

Adding 2 work orders (1 to get it to pending approval and the other to reject the change)

I added 2 conditions (1 to get it to pending approval and the other to reject the change)

I wish there was a step by step tutorial on how to go through this. It would have saved me a headache. But I think this points me into the right direction.

Thanks again RStraub!

[RStraub]

Very welcome, good luck with the changes