Change Management - Conditions not working

[5of5]

I am trying to configure some changes with approvals. When I put in a condition to say when a specific work order is accepted, change the state of the change to Approved.

Change condition.PNG

As you can see it is a pretty straight forward condition. However, when I go into the work order, hit report, and change the state of the work order to "Accepted". Nothing happens. I do get an email saying that the following:


Change#2017051087000019 Action execution unsuccessfully.

Change title: Test
Current change state: Requested

Condition ID: 16
Condition name: approval

Action ID: 14
Action execution: unsuccessfully

http://servicedesk-dev.ctc.com/otrs/ind ... hangeID=10

-- OTRS Notifications


Thanks in advance for any help.

[RStraub]

Hey there,

this is something I stumbled over as well. Please take a look at this state machine:
http://doc.otrs.com/doc/manual/itsm/sta ... te_machine

You cannot jump from one state to another, if there is no edge between them. You need to follow a valid path.

If you see it fit to change the state machine, go to Admin -> State Machine and add more edges.

[5of5]

That did it. Thank you very much for you help. OtterHub ROCKS! This is a fantastic community.