Change state of a RFC

[burgano]

Hi!!!
I´ve installed ITSM module and I would like to know how to change the state of a RFC. It´s always requested. Could you help me please....

Thanks!!

[civitas]

I am also a new user working with the change request and I am unable to change the state of the change request either manually or via conditions. There appear to be other users with the same issue but no replies or solutions have been found till now. If I look at the ease of working with workorders and adjusting the status, it is all done via the report link. When it comes to the actual change request, the report link is missing, or is not intended to be there. I have tried a simple test using workorders and conditions to say that if a workorder is created with name "testworkorder" then the change request state should be set to approved. I have created the workorder as I have set in the conditions but the change state still shows as requested.

Is there a quick guide which shows an example with screenshots of creating such a request? I think this would be really helpful in case us newbies get stuck. As Change Manager, my main tasks depend on this and as we are reviewing OTRS as a possible tool to use, I am only able to provide the feedback that this tool is not useable in a change management environment and I would like very much to give a different review.

HELP PLEASE!!!!

[jojo]

Hi,

the State of the Change should be set via Conditions and Actions. But you have to follow the rules of the state machine.

It is possible to change the state of the Change manually, but you need to switch this option on via Sysconfig first

[civitas]

Ok, that finally changed something.
Is it possible to set conditions as standard or do I need to create the conditions for each and every change request?


*****************************************************************************************
For those also having this problem, I created first a condition as follows:
Expressions:
Workorder / any / Workorder Title / is / test

Actions:
Change / Change # / Change State / set / Pending Approval

Press Save
go back
Create Workorder
Title: test
Workorder Type: Approval
Save
The change now has a yellow change state icon

[jojo]

Yes, because the you changed the state to pending approval. So this is correct.

[fsoto]

Hy
jojo, could you explain how to change Sysconfig to get change manually state in menu?
Thanks in advance

[BIG_jan]

ITSMChange::Frontend::AgentITSMChangeEdit###ChangeState
defines if the Change State can be set in AgentITSMChangeEdit

[shaned123]

Does anyone have a solution to the Workorder State appearing on the Report link? This is causing a lot of confusion for my users.

[jojo]

The workorder state is needed there...

[jacinth]

I added in a new workorder state but the icon for the state does not appear. Does anyone know how to change this?

Thanks.

[shaned123]

Is it possible to set change request or work order conditions globally to the system or do you have to apply the conditions manually or via template for each instance?