Change process in Zammad

[enyedit]

Hello, We have started the ticketing usage in Zammad. This is good product for helpdesk activities - to record and handle issues. My question is: based on ITIL recommendation we need to separate the Incident/problem and change process. Do you have any best practice / ideas in Zammad to handle this workflows? Thanks for sharing your toughts, Tamas

[sebschremser]

Hi.

We are using Zammad to take track on our change requests.
In our company, there are 4 people who can approve or decline changes.

First we created a new group “change management”.
Second we created some ticket objects. eg “person1_approval”.
- it is a “single selections field” with the keys “approved” or “declined”
- permissions untick everything. no shown, no required
After that you need to create some core workflow
the first core workflow has the following conditions:
group is “change management”
action: person1_approval “show”
action: person1_approval “set readonly”

Now you need another core workflow:
condition is:
group is “change management”
login is “person1” (just an example)
action:
person1_approval “unset readonly”

Now every person in our company can create a “change management” ticket, but only person1 is able to approve or decline the change.

Hope this helps.

kind regards
Basti

[enyedit]

Thank you, we will try this solution!