ITSM Change Template

[usman]

Hello,

I am going through the ITSM Change feature which I installed on my OTRS 2.4.7-win-installer. When I click on ''New'' to do a new change ticket...the first selection I am supposed to do is for ''Template'' this field for me is empty when I try to select from the drop down box...and without selecting something here I am not able to create a change ticket.

Please advise how the Change Templates can be selected?

Thanks a Bunch!

[jojo]

Scroll down....

[usman]

HI JOJO,

THANKS FOR HELPING OUT THERE....AFTER I WAS ABLE TO CREATE A NEW CHANGE TICKET......WHAT IS THE PROCEDURE OF CLOSING THE CHANGE TICKETS?

TRYING TO UNDERSTAND THE WAY OF CLOSURE FOR STANDARD CHANGE TICKETS.

THANKS MUCH!

[jojo]

Changes should be closed via conditions and actions...

Have a look on: http://doc.otrs.org/itsm/2.0/en/html/

[gandalf]

hi!

I am using OTRS::ITSM 3.0 Beta 3 and have the same problem: When I try to create a new change, first question is which template to use. The dropdown box is empty, and since this is a required field, I cannot create a change so where can I create templates...??? The answer "scroll down" did not really help me..., and: Yes, I read the OTRS ITSM handbook and it is only partial usefull for the new ITSM version...

Is this a rights problem? I tried it with different permissions and even as root, no success...

ciao, ralf

[jojo]

scroll down...

It is a mask with 2 forms. The upper one is to use existing templates, the lower one is to create new changes from the scratch

[gandalf]

It is a mask with 2 forms. The upper one is to use existing templates, the lower one is to create new changes from the scratch

Ah, then it is a bug , cause filling out all of the fields in the lower form and clicking on "Save" results in "This is a required field" for the template select box in the upper form. You see my deadlock?

ciao, ralf

[jojo]

can you provide a screenshot (or much better create a Bug report)

[gandalf]

If you say that the only way to fill the "Template"-Dropdownbox is by selecting an existing change and modify it to a template, then I will send out a bug report. If there is another way to create templates for changes, I might use this way, but so far I did not find another.

I just checked permissions, and the user has (my) role Changemaster and I gave him RW on all available groups (including admin, users, itsm-change*)... still no chance...

ciao, ralf

[jojo]

this looks like a bug

[gandalf]

this looks like a bug

actually it was a bug in 3.0.4 (6841), which seems to be fixed in 3.0.5.

ciao, ralf