[otrs] Change Management

[Wagner]

Hello,

could anyone explain me, how does otrs works with Change Management?

thanks

[Leonardo Certuche]

Hello,

What a wide question! Could you please read http://doc.otrs.org/itsm/2.0/en/html/ch08.html and after that let us know if you have any doubts?

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia

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[Wagner]

That's what I was looking for.. the documentation

Thanks

2011/11/10 Leonardo Certuche <leonardo...@itconsultores.com.co>

[David Boyes]

could anyone explain me, how does otrs works with Change Management?

 

I won’t take you through the ITIL theory part, but it boils down to understanding the relationship of three things:

1)      Roles

2)      Changes

3)      Work Orders

Roles apply to people: eg, who initiates a change, who examines the change, who approves the change, and who manages the execution of the change.

Changes are a set of work orders (think of them as a container, filled with work orders).  Work Orders are the tasks to be done in the change.

Work Orders are assigned to people who do tasks. Changes are assigned to people with the role of Change Manager.

So, the way OTRS’s change management module works is that you deal with the above three things in the CM module in the ITSM add on. You define the roles above, and include OTRS userids in those roles. You then define change templates for typical changes – what is to be done, who needs to do it, who needs to approve it, etc. You do this BEFORE you start implementing change management – you have to plan these processes before you start. Otherwise you *will* regret it.

You fill the change templates with Work Orders: eg, Network needs to change here, System needs to change there, etc.  See above. Planning is critical.

You then start doing changes via the CM interface.

 

 

 

[Wagner]

Hello again,

First doubt I have, how does a user approves or rejects a change?

I haven't seen where to do this

Thanks

2011/11/10 David Boyes <dbo...@sinenomine.net>

[Wagner]

Also I couldn't link a change to a CI only to tickets.

how may I do that?

Thanks

2011/11/16 Wagner <wagn...@gmail.com>

[Leonardo Certuche]

Hello,

You have to build your change with workorders. Some of them can be of type "approval" so you assign them to the ones in charge of approving. On the conditions section, make sure you aproval WOs will determine whether the change can be continued

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia

[Leonardo Certuche]

Hello,

You can only link changes to tickets, but the workorders included on the change can be linked to any object, including CIs

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia

[Wagner]

Thanks for the help, but I've some doubts yet
I've created an approval workorder and approved it as you said, but the state of the change still is "Created" Am I missing something? when the state changes to pending approval? or accepted?

and I've added a agent in the CAB, shouldn't it create a approval workorder to this agent automatically? or send an e-mail to the ones in the CAB?

Thanks

2011/11/17 Leonardo Certuche <leonardo...@itconsultores.com.co>

[Wagner]

Do you have any example of a minimal of conditions I must have to make the change state work correctly?

and does the order of the conditions matter?

Thanks

2011/11/17 Wagner <wagn...@gmail.com>

[Nils Leideck]

Hi,

You should really do a conceptional workshop first, then admin training, followed by ChangeBuilder training:

http://www.otrs.com/solutions/services/consulting/

and

http://www.otrs.com/solutions/services/training/

Do you have any example of a minimal conditions I must have to make the change state work correctly?

No, as every Change is different and Standard Changes are company specific.

Does the order of the conditions matter?

Yes

I've created an approval workorder and approved it as you said, but the state of the change still is "Created", am I missing something?

No

When the state changes to pending approval? or accepted?

If conditions match

I've added a agent in the CAB, shouldn't it create a approval workorder to this agent automatically?

No

I've added a agent in the CAB, shouldn't it send an e-mail to the ones in the CAB?

Based on your notification configuration

I couldn't link a change to a CI only to tickets. How may I do that?

Use workorders

How does a user approves or rejects a change?

Up to your Change process

How does otrs works with Change Management?

very well ;-)

-- Cheers, Nils

http://webint.cryptonode.de / a Fractal project