New to Change Management

RT Users
1

I am trying to set up a basic Change Management workflow for a smaller Unit it RT. We installed the Change Management Extension but I am unsure how this relates to the Approval Queue as outlined in: Customizing/Approvals - RT 6.0.2 Documentation - Best Practical

Does the Approval Queue need the Change Management Extension or is it unrelated to that?

Thanks

Axel

2

Hey Axel,

I believe that RT::Extension::ChangeManagement - Change Management configuration for RT - metacpan.org is intended to simplify the process of setting up Change Management. It looks like the extension will create a queue called “Change Management”.

3

Think of the Approvals queue as the great, great grand father of what happens with the ChangeManagement plugin. You had to witie your own code to implement your workflow. There are some Actions and Conditions that you can use to help with the automation.
You could do things like:
A ticket created in a queue - say “new hardware” would create an approval ticket owned by the appropriate person. Original ticket gets stalled.
Approval could unstall the ticket, add a comment with - for example - billing and/or order info.
Dis-approval could close or reject the ticket with a comment as to why.
You could still have SLAs on everything, the approval people stayed out of the tech conversations, and vice versa.