That's unfortunate Nils. Most of the changes in our relatively small
shop do not require workorders; just adds a layer of complexity that we
don't need. It would be nice to have ITSM's full capability at the
Change record level for those shops that don't need a complex management
system, as well as at the workorder level for those sophisticated
organizations. Thanks for your response in any event.
On 3/2/2011 7:01 AM, [email protected] wrote:
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Today's Topics:
1. searching for Services associated with change records
(James Burk)
2. Re: searching for Services associated with change records
(Nils Leideck)
----------------------------------------------------------------------
Message: 1
Date: Tue, 01 Mar 2011 16:16:50 -0500
From: "James Burk"<[email protected]>
Subject: [itsm] searching for Services associated with change records
To:<[email protected]>
Message-ID:<[email protected]>
Content-Type: text/plain; charset="us-ascii"
Hello all. I am testing the ITSM Change Management module. In the default
settings for AgentITSMChangeSearch::ShowColumns the attribute Services is
listed and enabled. However, other than the linking mechanism, I cannot find
how to attach a Service to the Change. And even when I link a Service to a
Change, the Service does not show up in the search results. Any help on this?
Best regards,
Jim
ITIL Process Manager
NCDOR
919-715-4932
919-696-0056 - cellular
[email protected]
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Message: 2
Date: Wed, 2 Mar 2011 09:49:04 +0100
From: Nils Leideck<[email protected]>
Subject: Re: [itsm] searching for Services associated with change
records
To: "OTRS::ITSM User questions and discussions"<[email protected]>
Message-ID:<[email protected]>
Content-Type: text/plain; charset=windows-1252
Dear James,
On 01.03.2011, at 22:16, James Burk wrote:
Hello all. I am testing the ITSM Change Management module. In the default
settings for AgentITSMChangeSearch::ShowColumns the attribute Services is
listed and enabled. However, other than the linking mechanism, I cannot find
how to attach a Service to the Change. And even when I link a Service to a
Change, the Service does not show up in the search results. Any help on this?
by default, a Change cannot be linked to a Service in OTRS. The idea is that Changes
are not linked directly, but indirectly by having a Service<-> Workorder link.
So if you enable the Service column in the SysConfig and link a Service to a
Workorder, you will see the affected/required Service(s) in the Change Overview or
wherever you enable the column.
Btw. In the Change Zoom, ALL Services to ALL included WorkOrders are displayed,
while the WorkOrder Zoom only displays the WorkOrder relevant Services.
This actually has the same effect for the Customer Portal. Customers as we see
them, need to know which of their Services is affected/required by any planned
Change, regardless which step (WorkOrder) of the Change does this.
Cheers, Nils
?
Nils Leideck
http://webint.cryptonode.de / a Fractal project
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