Help understanding change management module in ITSM

[the_woodman]

Hi all

Please help me understand the change management module in the ITSM part.

My problems goes into how you actively are change the state of the change. As in the documentation this is only written in general terms, this is somehow not intuitive to me at least.

So let me take an examble that is common to all.

Log in to http://www.otrs.com/products/itsm/online-demo/ as Change Manager and find the change "New Hire Change Request" ID 2010072910000011. It is predefined with 5 work-orders that makes pretty much sense. The Change is overall in Requested state, thus I guess the Change manager haven't Send it for a CAB meeting yet.

But, from the state machine we need to move on... But how?

From the ITSM 2.0 documentation (http://bit.ly/q8LvTv) I can find from the Underlying Workflow that:
1. Creation of change
2. Creation of needed workorders
3. Definition of conditions and actions
4. Execution of a charge

Can I therefore understand that the transition between the change states only can be handled in the "condition and actions"? or how to do?


Thanks in advance
\dennis

[jojo]

You need to create condition and actions to change the state of the change

[the_woodman]

Hi again

Thanks for the quick reply.

Though lets take the example from the online demo again. I am opening the change and viewing it. Pressing Conditions in the menu and adding the following condition doesn't do anything. What am I doing wrong?

[the_woodman]

Now with attached picture instead.


\dennis

[jojo]

well this can not work as there is no condition. You need a condition like if all Workorders are closed -> Change is successful

[the_woodman]

well does this then mean I need to do a new condition for every state change to be done? furthermore is the change locked to its state if all the workorders is in a specific state?

Apparently it is the state machine that is hard to understand. Is there a video demoing this?



Fx, when I do as in the attached picture the workorders is not set to ready... Btw, all my workorders is in state Accepted.

Thanks in advance.

[Gsklau97]

Hi,

I had posted my questions in the Change Management How to yesterday and I came across this help here today. I am trying to seek for help here may be:-)

Here is my problem:

I had newly installed the OTRS Help Desk 3.0.5 with ITSM 3.0.5. When I tried to create a new change, it alerts me that I new a template. I checked that there are three templates by default in the system, the change, workorder and CAB. But I can only get a dash in the template field.

This morning, I us the demo link http://www.otrs.com/products/itsm/online-demo/ to try the demo system in OTRS but I got the same problem there. It seems that OTRS demo system is having the same problem as mine or some of my local setup affect the demo as well.

We are planning to roll out the Help Desk in two weeks time and so would like to have advised on how to resolve this problem immediately.