Change Managment Approver

[bhowe]

I like the ITSM module, and am trying to get it working correctly. In order to grasp the workflow (and without an email system), I set that the change can be approved by agents (in the sysconfig). This works, but now anyone who views the change can approve/change the state. I would like to enforce that only the persons authorized to approve can, and nobody else.

In this endeavor I've removed the sysconfig setting so that changes can be approved proper. I've also installed an email system and tested to confirm it is working with OTRS coming in and out.

So, I created a new change; I am the Change builder. I assign myself as the change manager. I create a change approval board consisting only of myself. I am also the admin of OTRS with full rights to all modules and queues. I create the work orders, and assign them to me.

I receive emails notifying me of the change, and subsequent workorders. Nowhere in the email or from the link supplied do I see anything allowing me to change the state from requested to anything else. At least not the same method as used with the sysconfig agent approval setting.

In the ITSM admin guide it makes note that only those assigned as approvers are able to approve changes. I always thought this was the CAB, but now I'm not so sure. I can see that logically, the CAB would consult and agree upon the change, then the change manager would physically set the approved state. But no mention is made that the Change manager is the "approver". In fact, I can't seem to find any information that would indicate a special field to specifically notate "approvers" if it is not the CAB nor the change manager. Bottom line, I am assigned to every role, yet still cannot approve the change.

What am I missing here?

[EXG133]

I'm currently still using 3.1.7 so I'm not sure if it's still the same in 3.2

Anyway, you need to create a workorder 'approval' type. Then create a Condition so your Change goes in 'WIP' when this Approval workorder is set to completed/closed/approved or whatever state you prefer to use.

Afaik the CAB in the Change is purely informational.