change management workflow to manager

[tomS]

Hi there,

we are currently using OTRS6 for our IT services and would like to also introduce some kind of change management, i. e. the ITSM module of OTRS.
I think I pretty much understand how things work there, how to create work orders and how to link them to one another.
Basically, I could start creating workflows now. But with the current setup this would mean that I need a separate workflow for each department, just because the department manager is different. Even if the rest of the workflow is the same, I would still need separate ones...
If there are changes to the workflows, I would have to change each of them again to keep them all in sync.

As my OTRS system is connected to the company's Active Directory services and takes both the customer users and the agents from the AD, I could retrieve the customer user's manager from the AD manager property.
Could this information be used to create a change request where the request is automatically forwarded to the customer user's manager instead of being forwarded to a fixed person defined in the change?
This would be very helpful for us...

Best regards
Tom

[sanilramachandran]

i have the same requirement, pls share if anybody have a solution.

[root]

Hi,

There are many possibilities available:

- using a dynamic field, type customer user
- take care of the manager field of an Active Directory entry
- take the manager from a manually maintained database
- use a dynamic field (dropdown) and the customer users department as a key to determining the proper manager.

Most of these possibilities need additional add-ons. I recommend evaluating the data source of the manager first and then select a proper solution.

- Roy

[sanilramachandran]

Thanks Roy.
Now I am using Community Edition, Is there a way to achieve it without add on?

[root]

Hi,

As I said, it depends on where the data come and how do you like to mmaintain it. Probably my last item should work for you.
And, just to mention it, the Community Edition is able to use add-ons too.

- Roy

[sanilramachandran]

Hello Roy,
My customer user back end is AD.
Is it possible to use Manager from AD user properties and set responsible automatically in process based on the user who initiate the process? if yes, pls guide me on how. I am new to otrs and don't have scripting background.
I can also go with drop down dynamic field with a list Managers which users will be able to choose, i am stuck because not sure about how to create transition action to set ticket responsible with the value from dynamic filed. pls guide


Thanks - Sanil

[skullz]

1. Since you can go with the Dynamic Field (DF) dropdown and mention Transition Action, i guess you already on the Process Management itself.

Capture.JPG

2. Here I got DF Reviewer which contains the name of the manager and their ID.
3. Upon selection and submitted, execute this transition action and set the Responsible based on the selected dynamic field

Good luck..

[sanilramachandran]

Hi,
Thank you very much.
I have managed to do it with DF.

[sanilramachandran]

hi,
pls help me with below concerns..

* is there any possibility to filter list of mangers according to Department field (ie a DF with list of department) as the customer user selects ?

** Customer ID is not showing in process requests, but shows when the same user creates an incident ticket.
*** The responsible notification contains the ticket link to agents, is there any way to change it to customer user? i dont need to add my users (Managers) as agent in otrs, it will confuse them. Current link is shown below.

https://host.domain.com/otrs/index.pl?A ... ketID=2715


Thanks - Sanil