ITSM workflow

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nreese
Znuny newbie
Posts: 1
Joined: 14 Nov 2011, 06:45
Znuny Version: 3.0
Real Name: Nicholas Reese
Company: Pacific Islands Forum Fisheries Agency

ITSM workflow

Post by nreese »

Hi all,

I am trying to configure OTRS with ITSM - I did not do the install (it's an installation that I've taken over), but everything seems to check out OK.

My main problem is progressing a ticket in Change Management. I can set up a request, assign a workorder etc, but then what? Where is the screen to approve a change? I have Change Manager rights etc. Also, where do the workorders appear?? I don't get a 'My Workoders' screen. Am I missing something in the config / cronjobs / something???

Regards,

Nick on a small island in the middle of the pacific somewhere...
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