CAB Approval process in Change Managment

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DCO
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Posts: 28
Joined: 18 Sep 2012, 10:05
OTRS Version?: 3.1.10
Real Name: DCO
Company: EGOV

CAB Approval process in Change Managment

Post by DCO »

Hello Team,

First of all could any one let me know how the CAB approval process is working in OTRS?

I have allowed agents to edit the status of change to make things easier.
I have created CAB containing 2 agents which are responsible for approving change. One is Operations' Manager and one is service owner. Change builder create change and assign change manager and this CAB template in "INVOLVED PERSONS" tab for approval and set the change status to Pending for Approval.

We need these 2 ppl to logged into the tool and approve change, but right now even if one cab member out of 2 reject it still in the approved status as other cab member has approved it. We need to find AND Logic.

Can anybody suggest anything?

Thanks

jojo
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Re: CAB Approval process in Change Managment

Post by jojo »

Only Agents can work with workorders (like Approval). CAB is only informed.

Suggestion: Have a "Change Manager" performing a CAB Meeting and this Manager will get the Approval Workorder assigned
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DCO
OTRS newbie
Posts: 28
Joined: 18 Sep 2012, 10:05
OTRS Version?: 3.1.10
Real Name: DCO
Company: EGOV

Re: CAB Approval process in Change Managment

Post by DCO »

Thanks for the reply.

You mean to say change manager will assign approval work order to these 2 ppl and approval change condition saying if these 2 work order approved change the status of change to approve. Am i correct?

one more question, is it good to allow agents to edit change status? if we dont do that how the status of change going to change?

Thanks

jojo
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Re: CAB Approval process in Change Managment

Post by jojo »

yes you are correct.

Agents should not directly set change status, it will be set by conditions and actions depending on the workorders
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

DCO
OTRS newbie
Posts: 28
Joined: 18 Sep 2012, 10:05
OTRS Version?: 3.1.10
Real Name: DCO
Company: EGOV

Re: CAB Approval process in Change Managment

Post by DCO »

Thanks for your Time

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