[otrs] Changes - can't update Change State

[jose.s...@accenture.com]

I created a Change template with a condition that says if Workorder Title = “Standard Change” is added then set Change State to “Approved”.

I then used that template to create a new Change and added a Workorder with the title “Standard Change” expecting my Change to move to Accepted, but nothing happened.

 

What am I doing wrong? Thank you!

Jose

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[Udo Bretz]

Hello Jose,

you need to make sure in your change state machine ( Admin -> Admin
State Machine -> ITSM::ChangeManagement::Change::State) that the state
"Approved" is reachable from the state the change had before in your
scenario.

In the default setup of ITSM Change Management the state "Approved" can
only be reached from "Pending Approval".

But you can easily change that in the above mentioned admin screen.

Best regards,
Udo

On 10.08.2013 06:46, jose.s...@accenture.com wrote:
> I created a Change template with a condition that says if Workorder
> Title = “Standard Change” is added then set Change State to “Approved”.
>
> I then used that template to create a new Change and added a Workorder
> with the title “Standard Change” expecting my Change to move to
> Accepted, but nothing happened.
>
> What am I doing wrong? Thank you!
>
>
> Jose
>
>

> ------------------------------------------------------------------------

> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise confidential information. If you
> have received it in error, please notify the sender immediately and
> delete the original. Any other use of the e-mail by you is prohibited.
>
> Where allowed by local law, electronic communications with Accenture and
> its affiliates, including e-mail and instant messaging (including
> content), may be scanned by our systems for the purposes of information
> security and assessment of internal compliance with Accenture policy.
>
> ______________________________________________________________________________________
>
> www.accenture.com
>
>

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[jose.s...@accenture.com]

Thank you for the help Udo! Making that change worked for me!!

Jose