ITSM: Approval Process [SOLVED]

[nbacon]

Hello,

We have been using OTRS for ticketing for quite some time and are just now looking into ITSM for change management. I have a good understanding of how a change request works, but have a few questions that remain. I am looking for general answers here about how if the below items are possible. Any responses are appreciated.

1. How can I create a change request, with an approval and work order(s) and other tasks - but DELAY those additional items, until the change is APPROVED? Can that be done or is this system set up so that you have to create the change, then wait until that is approved and then create the work orders? If I create the approval and work orders at the same time, a user could easily not see that the change had not yet been approved and do the work requested, which could cause major issues.

2. If I can delay work orders to ONLY be assigned after an approval is APPROVED, can the creation of these work orders be automated with templates?

3. Is it possible to assign work orders to GROUPS, rather than 1 single person?

Again, thank you for any help you can provide.

Nick

[tto]

[..]
1. How can I create a change request, with an approval and work order(s) and other tasks - but DELAY those additional items, until the change is APPROVED? Can that be done or is this system set up so that you have to create the change, then wait until that is approved and then create the work orders? If I create the approval and work orders at the same time, a user could easily not see that the change had not yet been approved and do the work requested, which could cause major issues.

2. If I can delay work orders to ONLY be assigned after an approval is APPROVED, can the creation of these work orders be automated with templates?

The "delay" you're mentioning is defined in the rule-set on each change. It has to be setup when ever a change is created or you may use a change template to avoid this work for each change again and again. Just define a set of conditions/actions that prevent the "doing"-workorders from being assigned/started before the approval workorder is finished successfully. However, when a change is created from a template all workorders are created as well. There's no functionality to create new workorders in the rule-set. Every condition/action is bound to workorders that exist already.

3. Is it possible to assign work orders to GROUPS, rather than 1 single person?

Unfortunately not - change workorders can only be assigned to specific users, but not to queues (yet?).

regards, T.

[nbacon]

Thanks T, I appreciate the response. I am testing out conditions/actions in attempt to delay the assignment of the "doing" work orders, but I'm looking for some help.

Would I create an:

Expression: Workorder APPROVAL state is not "closed"

Action: Workorder DO state lock "created"

??

I'm confused about how to withhold the work orders from assignment. Any ideas are appreciated.

Thanks

[nbacon]

Sorry, I did actually confirm this works. I was able to "Lock" the work orders in a "Created" state, until the approval is APPROVED. The physical work orders are still assigned to the users, however they cannot ACCEPT them (change status to accepted) until the approval step is approved. I believe this will work, though it might be less confusing if they didn't show up in the other users queues at all.

Thanks for all your help.