Change State - Manually - approved

[ronsonblossom]

Hi,

Help required:

How can I "Change State" into Approved/Reject/etc manually for a change in OTRS ? I tried conditions, but it is not working, not sure why not working.

Also which user is having the privilege to do so ?

Awaiting your valuable suggestions.

Many Thanks,
Ronson

[Giulio Soleni]

Hi,
you cannot arbitrarily set the status of a change, it depends on the possible evolutions of the state machine (Admin > State Machine)
http://otrs.github.io/doc/manual/itsm/s ... te_machine

Probably you have defined some conditions that are inconsistent with the state transitions allowed by the state machine.
My personal hint: keep conditions as simple as possible... where possible 1 condition - 1 action, no more.

As for the agents that can change the states of the change (advancing with the "Report" button in the workorder zoom window)... they are the agents assigned to the specifics workorders of a change, who in general should be rw assigned to the itsm-change group (otherwise they are not either suggested to you in the "Workorder Agent" menu when you try to assign them to the specific workorder).
Please note that you cannot assign an agent to work on a whole change, but to its workorders only.

HTH
Giulio