IT Service Management

Submitted by

Conditions templates

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 »

Voting

3 votes

Development

Submitted by

Time Condition on possible Ticket FollowUp

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 »

Voting

11 votes

IT Service Management

Submitted by (@nilsleideck)

Condition Syntax instead of GUI

I suggest to implement a OTRS Change Management Condition specific syntax to avoid the need of using the GUI to define new conditons.

 

Example:

 

CHANGE => IF WORKORDER[Type => 'Approval'] STATUS = accepted SET CHANGE STATUS = pending approval

 

or

 

WORKORDER => IF WORKORDER[Name => 'Implementation Step 1'] STATUS != closed LOCK WORKORDER[ALL] STATUS = ready

Voting

6 votes