How to create change using template from RFC in otrs 3.3 ?

Moderator: crythias

Post Reply
cuoccio
Znuny newbie
Posts: 6
Joined: 18 Dec 2013, 12:33
Znuny Version: 3.1.10
Real Name: Domenico Cuoccio
Company: InnovaPuglia

How to create change using template from RFC in otrs 3.3 ?

Post by cuoccio »

Hi all,
in the new version of otrs 3.3 the frontend create changes / workorders have been splitted in 2 screens each.
how can I create a change from template starting from ticket RFC ?
I verify that the "create change" allows only create change from scratch.

thanks
Shack
Znuny newbie
Posts: 15
Joined: 23 Aug 2013, 18:23
Znuny Version: 5.0.19
Real Name: Scott Shackleton
Company: Vidder, Inc.
Location: California

Re: How to create change using template from RFC in otrs 3.3 ?

Post by Shack »

I have the same issue in version 5. I can create a change from an RfC ticket but I cannot create a change from template from that RfC ticket. My research suggests there is a setting in the SysConfig to enable this function but I cannot find it. Is this true? If so, where is the setting in SysConfig?
Scott Shackleton
OTRS 5.0.18 on AWS Linux with MySQL database
reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
Contact:

Re: How to create change using template from RFC in otrs 3.3 ?

Post by reneeb »

SysConfig -> ITSMChangeManagement -> Frontend::Agent::ModuleRegistration (it should be "...FromTemplate" or something like this)
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Shack
Znuny newbie
Posts: 15
Joined: 23 Aug 2013, 18:23
Znuny Version: 5.0.19
Real Name: Scott Shackleton
Company: Vidder, Inc.
Location: California

Re: How to create change using template from RFC in otrs 3.3 ?

Post by Shack »

Thank you for the response, reneeb. I do not see the relevant setting in ITSM Change Management → Frontend::Agent::ModuleRegistration

I don't see what can be changed to enable the link. In this OTRSGroup video, a link DOES exist for Create Change (from Template):
https://www.youtube.com/watch?v=RCgv6a39_hE (seen from 14:36; the instructor mentions the ability to enable this feature in SysConfig but does not explain how to do so).
Scott Shackleton
OTRS 5.0.18 on AWS Linux with MySQL database
Shack
Znuny newbie
Posts: 15
Joined: 23 Aug 2013, 18:23
Znuny Version: 5.0.19
Real Name: Scott Shackleton
Company: Vidder, Inc.
Location: California

Re: How to create change using template from RFC in otrs 3.3 ?

Post by Shack »

I finally found it in Ticket → Frontend::Agent::Ticket::MenuModule

Code: Select all

Ticket::Frontend::MenuModule###318-ITSMChangeAddFromTemplate
Scott Shackleton
OTRS 5.0.18 on AWS Linux with MySQL database
Post Reply