Hi nils you are right, but our 'change initiator' is really an internal role not related to the otrs schema.
we have also another difference vs. OTRS. The user open directly a change request, without any RfC ticket (they use Remedy to perform this work), so I'll try to find a solution to create a SLA on Change Request performance (i.e. how many Change managed per month and so on) because I can't find any 'configuration' item to link SLA to Change, only to Workorder .... Any suggestion ? (I think to catch SLA on how many Workorder , type Approval and type Decision used to open/close Change Request ...) thanks for the clarification stefano 2011/3/10 Nils Leideck <[email protected]> > Dear Stefano, > > that sounds correct ... a little different but still thumbs up! ;-) > > Keep in mind that the Change Initiator in OTRS ITSM is the customer of > the/all linked RfC Tickets! > Just to prevent confusions of wording ;-)) > > Cheers, Nils > > On 10.03.2011, at 12:23, Stefano Boccanera wrote: > > > - change initiator (who open the change ), that role is linked to the > Change Builder OTRS group > > > > - change manager (who authorize the change, add workorder and assign, > open the change by himself if needed) this role is linked to the OTRS group > Change manager and Change Builder > > > > - finally the Change Responsible (people sharing the organization's > responsibility) this role is only a control's role so they are linked to > OTRS group User, ITSMchange and Stat. > > — > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- * Stefano Boccanera*
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