Hi,
I am trying to implement our change management in OTRS with help of ITSM change. The problem is that we use something like "Linux deployment change" which consists of several workorders in one change. The main chalenge is that we need to create change template with these workorders so that if we create new change from this template the workorders would be there by default.
I have tried that but it does not work (if we create change from the template the workorders are not there).
Is there any possible way how to do this ?
Thank you Doležal Filip
OTRS 6 ITSM change template
Moderator: crythias
Re: OTRS 6 ITSM change template
If you create the template with the workordes, it should maintain. Could you explain how did you create the template?
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- Znuny newbie
- Posts: 9
- Joined: 09 Jan 2018, 14:06
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- Real Name: Filip Dolezal
- Company: T1-solution
Re: OTRS 6 ITSM change template
Hi, that is unfortunate this is how i have made the template.
1, created new change without template
2, specified conditions for state machine (for aproval of changes and so on)
3, added workorders with type "Workorder" and default times
4, saved as template with reset states at "yes" and validity at "valid"
5, if I try to edit the template i see all the workorders but when I create new change with this teplate the wororders dissapears
do you see some obvious problem in my method ?
Thank you for your time
1, created new change without template
2, specified conditions for state machine (for aproval of changes and so on)
3, added workorders with type "Workorder" and default times
4, saved as template with reset states at "yes" and validity at "valid"
5, if I try to edit the template i see all the workorders but when I create new change with this teplate the wororders dissapears
do you see some obvious problem in my method ?
Thank you for your time
Re: OTRS 6 ITSM change template
No, I think is the correct way of doing it, because I do like you.
Which version of otrs do you have?
Which version of otrs do you have?
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- Znuny newbie
- Posts: 9
- Joined: 09 Jan 2018, 14:06
- Znuny Version: version 6
- Real Name: Filip Dolezal
- Company: T1-solution
Re: OTRS 6 ITSM change template
I use version 6.0.1, do you think that upgrade could solve the problem ?
Re: OTRS 6 ITSM change template
Not really because in the release notes from patch 2 and 3 I don´t see any fix for that. I tried to reply your issue but for me works correctly.
I made it with Otrs 6.0.3
ITSM Changes > New
Title: Proof
Description: Any
Justification: Any
Create
Inside the change, Add Workorder
Title: Work
Instruction: Work
Create
I opened the change and check that I can see the workOrder
Then I select Template
Template Name: Perico
Reset states: Yes
Validity: Valid
Submit
I delete the change and
ITSM Changes > New (from template)
Choose Perico and Submit
and it creates the change with the workorder.
I made it with Otrs 6.0.3
ITSM Changes > New
Title: Proof
Description: Any
Justification: Any
Create
Inside the change, Add Workorder
Title: Work
Instruction: Work
Create
I opened the change and check that I can see the workOrder
Then I select Template
Template Name: Perico
Reset states: Yes
Validity: Valid
Submit
I delete the change and
ITSM Changes > New (from template)
Choose Perico and Submit
and it creates the change with the workorder.
Re: OTRS 6 ITSM change template
Forget what I said.
You have to update the otrs to 6.0.3 because in the patch 3 of the ITSM Change is that:
Bug# 13418 – Creating change from template does not create workorders and causes 100% CPU load.
Best regards.
You have to update the otrs to 6.0.3 because in the patch 3 of the ITSM Change is that:
Bug# 13418 – Creating change from template does not create workorders and causes 100% CPU load.
Best regards.
-
- Znuny newbie
- Posts: 9
- Joined: 09 Jan 2018, 14:06
- Znuny Version: version 6
- Real Name: Filip Dolezal
- Company: T1-solution
Re: OTRS 6 ITSM change template
Thank you for your time, i will update otrs as soon as possible and will let you know
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- Znuny newbie
- Posts: 9
- Joined: 09 Jan 2018, 14:06
- Znuny Version: version 6
- Real Name: Filip Dolezal
- Company: T1-solution
Re: OTRS 6 ITSM change template
If anybody encounters the same problem, the upgrade to 6.0.3 helped thank you for your help