ITSM Change - ActualStartTime

[lupisa]

Hi,

Does anyone know how to enable the actual start time of an change request please?

My problem is that nothing is being recorded in the actual start/end time (see screenshot)

[Lorenzo_Marschall]

Well, ActualStartTime appears, when you start the implementation of the change.

http://doc.otrs.org/itsm/2.0/en/html/ch08s08.html

You're still in the validation phase.

[lupisa]

Thanks Lorenzo.

But my actual problem is this (see attached change.jpg to understand me better)

We have situations when the workorders of a change are accepted after the planned start/end time.

Obviously then the chart will show all the time span between the planned start time and actual end time.

As you can see from the screenshot, the colours on the chart becomes so small (especially those highlighted in green circles), that it is not as we would like it.

Was wondering if there is a way to remove the actual acceptance of the workorders....in other words remove those highlighted in green circles and leave only the workorders.

Hope you can understand what I mean.

[Lorenzo_Marschall]

Well, what can I respond? For me, it looks like an organizational problem!

Deleting the acceptance of the workorders is like erasing the signature of a contract and keep the rest of it in your files. It just doesn't make sense.

It may *not* help you, but in my opinion this your problem...

We have situations when the workorders of a change are accepted after the planned start/end time.

...not the Change Management module.

In other words: You should review your process definition. And as ITIL dudes would say: Of course you can use the Change Management process to do it.

Best wishes,

Lorenzo