OTRS Change Module State additions/amendments

[thorler]

Hello all,

I have been doing some within the OTRS change module and I been trying to find in the admin section somewhere that you can the "states" for change tickets, I have found it for ticket states and can add/remove new ones easily but I cannot find where you edit the Change Module states.

The dilemma I have is that a change request can only be closed down with the following closure codes: Successful, failed, cancelled, retracted.

What I need to add is Successful with issues - for example if a change request is successfully deployed in that it has fulfilled its justification but along the way impacted some other systems or services, the change has not failed because it has resolved what it was raised for but it had unforeseen negative impact during the implementation etc.

Any ideas on where about in the admin section i would need to go to add this state for the change module ?

[jojo]

you need to change the states in General Catalog management. But you need also to change the state machine

[thorler]

Thanks for the response Jojo this has worked for me.

One further question if anyone can help, when change moves to successful, failed etc it gets assigned a colour code is there way to set a colour for newly added change states?

Best Regards

Thomas

[StefanoBoccanera]

Hi

The 'colors' linked to the change's state are defined into var/httpd/htdocs/skins/Customer/default/css/ITSM.Agent.Default.css file.

You will find several definition in the form of
.Flag span.yellowled {
background-color: #ffdd50;
}

where the exadecimal number it's the color code and xxxxxled is the name that will be use in the Change Management -> Core::ITSMChange sysconfig panel.

You can change the ITSM.Agent.Default.css directly adding colors, but when you update the ITSM Version this file will be overriden. So the best solution would be create a new skin (see the developer manual) and put the modified ITSM.Agent.Default.css into the new skin directory. It's very easy to do it.

After that you have to do following actions:

- put an xml file into the ./Kernel/Config/Files directory with name . newskin.xml
- configure the new skin in sysconfig panel as 'default' skin if you want ...
- set the new skin for your agent (or customer)
- configure in Change Management -> Core::ITSMChange sysconfig panel, the new color/change state link or replace the standard change state link with new 'colors'.
- Remember to check the state machine for Change State to reflect your customized state machine

I added two or three colors to use with a couple of new change states and modified the state machine, it works fine...

best regards
stefano

[thorler]

Thanks very much for your input on this Stefano I shall report back the results.

Best regards

Thomas