I would like to set initial conditions in a change. For example this rule assigns a workorder-agent to the first workorder and lock all other workorders by default to make sure a sequential working procedure. No workorder-agent can do the 2nd step before the first isn't done.
With a fresh install of OTRS::ITSM there is already a predefined set of categories, change state, workorder state. But the only way to shift between the Change and WO state is by setting the conditions "as You want". But why? With the already defined state transition in the backend there should be a predefined set of conditions to take the Change into the different states. The big drawback with ITSM today is that ...more »
Time Condition on possible Ticket FollowUp: The Follow-up option is configurable in the Queue Management as new/possible/reject. It would be nice if you can set a maximum time (work? absolute? hours) in which a follow-up can be done. After that time period a new ticket is created or ticket is rejected. Now we get followups which should be new tickets, because people are asking new questions weeks after the tickets is ...more »
I suggest to implement a Ticket Condition function that is based on Ticket templates (similar to ITSMChangeManagement). Therefor we would need an implemented function for Ticket templates, not just navigation objects with params, and the Condition function at all.
I suggest to implement a OTRS Change Management Condition specific syntax to avoid the need of using the GUI to define new conditons.
CHANGE => IF WORKORDER[Type => 'Approval'] STATUS = accepted SET CHANGE STATUS = pending approval
WORKORDER => IF WORKORDER[Name => 'Implementation Step 1'] STATUS != closed LOCK WORKORDER[ALL] STATUS = ready
I like the idea, the time I click on a workorder, I'd get the chance to choose some dependencies like:
"is dependant on WO no."
"may start parallel to WO no."
Referring to this choice, there might be a set of recommended conditions which need to be agreed/changed/deleted by the change builder...
I suggest the enhancement of the conditions expressions:
Currently I am just able to choose between one single workorder, all or none workorders.
It seems to be very useful to choose sth. like
"all workorders but workorder no. xyz"
"all following workorders"
I suggest we implement sth. to fix the order of the conditions.
Drag&Drop would be nice but sth. like "create before workorder no. xyz" would be a good start...
As far as I understood, I need to set any workorder to a new state to get the change started and the state machine to run through the conditions.
In this case (thinking of an initial setting of states for some workorders) I'd like to have a "Start-Button" to initialize the process rather then defining a "Start-Workorder"