IT Service Management

Change CI incident state from link to CI in a ticket

It would be great if we could change the "Current Incident State" of a CMDB CI when linking an Incident ticket to the item. For example, a hard disk in a SAN fails and we raise a ticket. While linking the ticket to the CI (while creating the 'Incident' ticket), we could change the "Current Incident State" from 'Operational' to 'Incident'. This streamlines the process and helps those of use whose CMDB is effectively ...more »

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12 votes

Development

Unified condition engine

It would be nice to have some sort of a universal condition engine. (like in ITSM change management)

Such unified it could be used to define ACLs as well as change conditions in a centralized way. Workflows could be modeled in a simple way.

One could ether use a GUI (as used with changes yet) ore to define it config style (like the ACL definition today).

Submitted by (@yorfeix)

Voting

4 votes

Development

Changing of state in customer note

I am missing in customer zoom / notes a possibility not to change ticket state. We have allowed change a ticket state by customer, but in the configuration is needed to select which state will be set after customer note, for example "open". It will be better (like in agent interface) to have there state like "-", means not-to-change-state by default and change it by selecting.

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4 votes

New Feature / Feature Enhancement

States workflow

I suggest you implement states workflow. It will be fine to have choice to configure which state will be after another, etc. For example there are four states: new, open, resolved, close. The workflow will be: new -> open -> resolved -> closed and you will not be able to go directly new -> resolved or resolved -> closed. Now it is possible. And one more improvement, it should be useful to have choice which states are ...more »

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16 votes

IT Service Management

Different Workorder State Machines (or at least versioning)

I suggest the implementation of different workorder state machines. - For different kinds of changes there seems to be the customer requirement for different WO state machines. Customers should be able to define this "kind of change" themselves - If sometime the state machine is changed this will a) affect all active templates and b) will have a very bad effect on the closed changes in terms of revision... as far as ...more »

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16 votes