OTRS 6 ITSM change template

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dolefi
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Real Name: Filip Dolezal
Company: T1-solution

OTRS 6 ITSM change template

Post by dolefi »

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
fcasal
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Re: OTRS 6 ITSM change template

Post by fcasal »

If you create the template with the workordes, it should maintain. Could you explain how did you create the template?
dolefi
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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

Post by dolefi »

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
fcasal
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Posts: 336
Joined: 21 Apr 2014, 16:14
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Re: OTRS 6 ITSM change template

Post by fcasal »

No, I think is the correct way of doing it, because I do like you.

Which version of otrs do you have?
dolefi
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Znuny Version: version 6
Real Name: Filip Dolezal
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Re: OTRS 6 ITSM change template

Post by dolefi »

I use version 6.0.1, do you think that upgrade could solve the problem ?
fcasal
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Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: OTRS 6 ITSM change template

Post by fcasal »

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.
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: OTRS 6 ITSM change template

Post by fcasal »

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.
dolefi
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Posts: 9
Joined: 09 Jan 2018, 14:06
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Real Name: Filip Dolezal
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Re: OTRS 6 ITSM change template

Post by dolefi »

Thank you for your time, i will update otrs as soon as possible and will let you know :)
dolefi
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

Post by dolefi »

If anybody encounters the same problem, the upgrade to 6.0.3 helped :) thank you for your help
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