Has anyone had success in creating Planned Start and Planned End dates for a Change Request rather than using the work orders to calculate duration? I have several ticket types that don't require work orders (Service Requests and Standard Changes) and I would prefer to only show duration for times when the change is taking place. As far as I can tell, the out of the box Planned Start and Planned End dates are calculated off of any type of Work Order including Approvals and Back out Plans.
My preference would be to include a Planned Start/Planned End date with a calculated duration within the change request to be used for reporting and calculating service availability. Alternatively I would like to filter out certain types of work orders when calculating Planned Start and Planned Finish to give an accurate time frame in which systems are impacted by a change request.
Duration for Change Requests
Moderator: crythias
Re: Duration for Change Requests
You do nothing with service and change requests. How do you do that? Generally someone must do something. Please try Ticket Free Time.
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Shawn Beasley
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Contact me per XING
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OTRS CVS on Ubuntu Stable.
signature by diginin74, on Flickr
Computers are like air conditioners, when you open windows they are useless.
P.S. (für Leser meiner Deutschtexte) Rechtschreibfehler bitte mit s/.*/$KORREKTUR/ ersetzen.
Re: Duration for Change Requests
Here is the scenario that I need to address.
I have a change request with three workorders.
Workorder 1 is an approval request scheduled to occur between 4/1 12:00PM and 4/5 5:00PM
Workorder 2 is the implementation of the change scheduled to occur between 4/6 9:00PM and 4/6 11:00PM
Workorder 3 is the back out plan scheduled to occur only if the implementation fails or exceeds its maintenance window between 4/6 11:01PM 4/7 12:00AM
From viewing the change request the planned start is 4/1 12:00PM and the planned finish is 4/7 12:00AM.
I would like to display the start/stop time of the implementation workorder (4/6 9:00PM-4/6 11:00PM) rather than including the approval and back out workorders in the calculation.
I have a change request with three workorders.
Workorder 1 is an approval request scheduled to occur between 4/1 12:00PM and 4/5 5:00PM
Workorder 2 is the implementation of the change scheduled to occur between 4/6 9:00PM and 4/6 11:00PM
Workorder 3 is the back out plan scheduled to occur only if the implementation fails or exceeds its maintenance window between 4/6 11:01PM 4/7 12:00AM
From viewing the change request the planned start is 4/1 12:00PM and the planned finish is 4/7 12:00AM.
I would like to display the start/stop time of the implementation workorder (4/6 9:00PM-4/6 11:00PM) rather than including the approval and back out workorders in the calculation.