OTRS ITSM Change Management module

[doylebobs]

Hi

We have been using OTRS for some years now just for the helpdesk function. We now have a need to implement a Change Management system and are considering OTRS ITSM, which I am now evaluating. However, I have encountered a difficuty when I try to edit a change request using the Involved Persons option. I can't enter a Change Manager. Every option returns "Invalid input" when I submit. I assume I should be able to select an Agent. Can anyone point me in the direction of a demo system or some other material to hep with this?

Regards
Bob

[jojo]

Change Manager need to be assigned to the change_manager group. Did you read the ITSM manual?

Please fill your signature with OTRS Version and OPerating System

[doylebobs]

Yes, I have read the manual and have added the Agents to the Change Manager's
group but still get "Input invalid" regardless of the format I use to identify
the Change Manager. For example,

agent_login (Agent Name)
"Agent Name" <agent@email.com>

all fail.

Thanks

--------------------------------------------------------------------------

Production: OTRS 2.4.7
Testing: OTRS::ITSM 2.1.1, ITSMChangeManagement 2.1.1
OS: CentOS 5.4
Apache2/MySQL 5

[barmstrong]

I have tried a few scenerios but all unsuccessful under OTRS 3.0.5 and ITSM 2.1.94

Current configuration I am using is:
Agents are stored in DB
Customers are stored in Active Directory

Kernel::System::Auth::HTTPBasicAuth is used within my config file, and authenticating via sspi in Apache. SSO is working correctly for both Customers and Agents.

Group assignment is correct. I have even tried with one agent where all privileges were given to all groups, but still cannot set the Change Manager on a Change Request.

Searching and assigning workorder agents occurs correctly, typing 2 letters displays a list which I select and then click save.

In the involved persons screen, typing 2 letters displays a list of agents, which shows that the filter and group assignment is working correctly. However when I select any entry, it is blanked out immediately on the line. Even for the auto populated Change Builder. Typing the leading part of the agent with the comment does not display a list of agents, so there might be something wrong with how the agent is getting validated.
Similarly for any of the CAB selections.

I have even tried the latest updates from CVS for the Change Management module, but still I get the same problem.

Can anyone point to where these are getting validated?

Environment:
Env: Windows 2003 Server 64 bit SP2
Apache 2.2 with SSPI 1.0.3
Perl: ActivePerl 5.10.1 32 bit
DB: SQLServer 2008
OTRS: 3.05
ITSM: 2.1.94

[barmstrong]

Workaround developed.

See bug 7000 within the bug tracker. It involves code changes the the javascript within the dtl for the Involved Persons screen.

... Bob