ITSM Change Conditions

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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

ITSM Change Conditions

Post by Shack »

I am trying to get a workflow like this:

Create a Change (from template) -> Change enters the Requested state -> a Condition that matches the Requested state of the new Change advances the state to Pending Approval, advances the state of a specific Workorder to Ready, and assigns that specific Workorder to an agent.

The condition looks like this:
Name: Pending Change Acceptance
Expression: Change %ChangeNumber% Change State is Requested
Actions:
Change %ChangeNumber% Change State set Pending Approval
Workorder 1- Allocate Resources Workorder State set Ready
Workorder 1- Allocate Resources Workorder Agent set Joe Cool

Why does my Change never trigger this Condition? I would think it would on creation or anytime I make an adjustment to the Change in some way. When are the Conditions queried?

Any assistance would be appreciated. Thank you.
Scott Shackleton
OTRS 5.0.18 on AWS Linux with MySQL database
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