that's exactly what I followed. My first impression is that with such a setup, changes cannot be created/executed in a sane way. I'm a developer myself, so conditions and actions are not foreign for me, but if I have to define this huge number of conditions for each change I have to manage, that's a bit of an overkill (even with using templates). However, it is likely that I didn't understand the whole change thing in ITSM :-) Isn't it a bit over-complicated?
Sane is variable depending on to whom you’re talking to. Build a telephone central office someday if you want to encounter totally fascist change management. They worry about what Velcro straps need to be opened and closed. 8-) That said, change *IS* complicated if done right and you have to answer for the results, no excuses allowed. I admit, the *setup* process is a PITA, but once you have the conditions running, it’s workable. You do have to put in the thought up front, though. Look at creating a small-ish number of change categories and fit the changes you need to make into one of the categories instead of having a different change template for each possible change. We have a total of 5 categories, and that works pretty well.
--------------------------------------------------------------------- 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
