Dear Jim, Hm, but if you do not setup WorkOrders on a Change, why do you use the ChangeManagement module ??? In your case, I would recommend to do you Change Management just within the Ticket Engine.
You could use the TicketType feature to determine if a ticket is a Change, a Request, whatever ... And, based on that Type, you can setup workflows just by using the ACLs ... In OTRS, a Change without WorkOrders is like a Ticket without Articles ... both useless ... full ack! Cheers, Nils On 02.03.2011, at 15:41, Jim Burk wrote: > 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: >> Send itsm mailing list submissions to >> [email protected] >> >> To subscribe or unsubscribe via the World Wide Web, visit >> http://lists.otrs.org/mailman/listinfo/itsm >> or, via email, send a message with subject or body 'help' to >> [email protected] >> >> You can reach the person managing the list at >> [email protected] >> >> When replying, please edit your Subject line so it is more specific >> than "Re: Contents of itsm digest...” >> >> 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] >> >> ----------------------------------------------------------------------------- >> E-Mail correspondence to and from this sender may be subject to the >> North Carolina Public Records Law, and may be disclosed to third parties. >> ------------------------------------------------------------------------------ >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL:<http://lists.otrs.org/pipermail/itsm/attachments/20110301/b7d65e6d/attachment-0001.html> >> >> ------------------------------ >> >> 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 >> >> ------------------------------ >> >> --------------------------------------------------------------------- >> OTRS mailing list: itsm - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/itsm >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm >> >> End of itsm Digest, Vol 46, Issue 1 >> *********************************** >> > > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm — Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
