ITSM 2.0 - Change Management - How To?

[agcook]

I have RTFM on ITSM 2.0 and maybe I'm missing something but a simple "user guide" or "how to" would be incredibly beneficial. For example, the manual says that "State" is a required field and that "When creating a new Change, the status is automatically set. When modifying an existing Change, the Change Builder and Change Manager can manually set the status..." WHERE?! I am going bald trying to figure out how to simply change the status of a change. No matter what I do it stays in the state of "Requested"... So how do I change the state to approved, rejected, in progress, etc? I know it's there, but this is far from intuitive and a simple "CM - How To" would be WONDERFUL.

[onewayreg]

I'm loosing hair to this problem as well.
I can't find the option to modify the state of a change from "requested".

[kriant]

HI!
I had the same problem.
After changing (ins sysconfig) ITSMChange::Frontend::AgentITSMChangeEdit###ChangeState: from no to yes you can change the state in "Change - Edit".

Regards,
Thorsten

[agcook]

Thank you Thorsten! I actually found that on Saturday and forgot to come back and update - regardless, there are still many more gaps in knowledge of what is there and how it is meant to be used. Would love it if someone at OTRS made a CM for Dummies type manual

[onewayreg]

You'll ended up with the same problem (no way to change status) for the work orders, and I've look through the sysconfig for this to no avail

I suspect that the status edit was disabled by default because they're meant to be managed through notifications. For example, when a change is requested, the change manager will be notified and will be able to update the change's status from interface provided in that notification. Similar with workorders: when an agent is assigned workorder, the agent should be able to "accept" it from the notification.

Problem is, none of the ITSM notifications (http://MYSITE/otrs/index.pl?Action=Admi ... tification) seems to work in my case.

So, to summarise my questions:

- Does anyone knows how to change status of the work orders?
- Does ITSM notifications works in your case?

[agcook]

- Does anyone knows how to change status of the work orders?
- Does ITSM notifications works in your case?

In a workorder I have seen the ability to change State under "Report"; I am not sure if that is what the AG developers had in mind when they put it there but it is how I have been able to change the state of a workorder.

As to ITSM Notifications, are you referring to CM notifications? Are you getting normal ((otrs)) notifications? One place to look for CM is under Config Options: ITSM Change Management -> Core::Notifications and make sure ITSMChange::SendNotifications: is set to "Yes."

[onewayreg]

In a workorder I have seen the ability to change State under "Report"; I am not sure if that is what the AG developers had in mind when they put it there but it is how I have been able to change the state of a workorder.

Ah, you're absolutely right
I didn't try it because I thought it was meant for sending a type of document . Turns out the "Report" is where you update the status and also report the progress of your assigned workorders.

As to ITSM Notifications, are you referring to CM notifications? Are you getting normal ((otrs)) notifications? One place to look for CM is under Config Options: ITSM Change Management -> Core::Notifications and make sure ITSMChange::SendNotifications: is set to "Yes."

Sorry my mistake. I use the Windows version for this test and I haven't change mail delivery from sendmail to SMTP. I guess that means not even the otrs notification worked before. Now everything's fine!

Thanks.

[ilifeis]

I follow this guide with use notification, but I cannot see other state , I have only request state,

How can I change state to approve? or rejected?
or please make some manual to describe again.

[brain]

Tonight I installed the new modules and I have to say that I am very happy to have a very good Change Management Tool after ITIL v3 guidelines. Only the fact that one has to define conditions to change the state of a Change.

Thanks for the hint to use "SysConfig -> ITSM Change Management -> Frontend::Agent::ViewChangeEdit -> ITSMChange::Frontend::AgentITSMChangeEdit###ChangeState: Yes" to enable the Change Management to manually set the state of a Change.

I have a small group of Change Builder who should not be able to decide about the state, but the Change Manager should be able to quickly edit the state of any Change. Now my question, is it possible only to display this field when a member of the group 'itsm-change-manager is logged in and not when a member of 'itsm-change-builder' is logged in?

Thanks a lot in advance!

[doylebobs]

Hi

Did anyone ever manage to locate a simple step-by-step guide on how to configure Change Management using OTRS ITSM?

Thanks
Bob

[kruegerM]

OTRS 3.0 : I'm able to change the state of my change (thank you to those before me in this thread!) - but can I change what state follows which? There has to be a way to adjust the allowed states - but I'm sure not finding it.
For example - currently you can go from Requested to Pending Approval, but not from Requested to Approved. Where is this controlled??

[CV_itsm]

kruegeM

In OTRS ITSM V2 Manual page 51 you can find Change State Machine. We were able to change the state machine in V3.