Hi,

A Change Request is a ticket.
You just have to define the ticket type to have it work !

No quite - there is no link to the document unfortunately and it actually required a task already created to link it with...
Regards,
Evgueni

Sorry, I don't understand...

Ok, Change Request document need to be created and approved - this can be done using documents approval process which I believe is coming soon.
When we create a Change Request (Ticket?) it need to be linked to this document as a source/reason or have it own approval system (less satisfactory). CR document should have not only pure request but an information, analysys, and approved by designated people.
Ideally Change Request (Ticket?) should become a task in the project or need to generate the task which need to have resources, etc.
Hope this make it more clear.
Regards,
Evgueni

One of the possible solution is to add a document to the type of origin, so document can be origin for ticket or/and task

Evgeni,

we have following:

Change request is defined by us as a change on existing system or new request -- but not a indicent. We put in the requestor and attach if available a document. Changes always handled with Activities, because we have to have a estimation on time, costs and qualtiy before approval -- which is not available on Tickets. Approval is done by status. Date and work is entered in validated. In the case, an incident or a risk is source of change request, we link the Ticket or Risk, Action, Meeting, Decision, ... as origin.

Klaus

Thanks Klaus, but I would say this is kind of way around rather than solution. Change request can be raised by different ways and it need to be dealt with in consistent way - Initial CR document itself with description, estimates, etc. need to lead to a Ticket wich should have an aproval process by the different people before Activity will be created (can be rejected as well). Actually Ticket needed to link CR document to the Activity (if approved) or just keep it (in case of deferred) for future, or close it if rejected.
Regards,
Evgueni

Maybe V2.1 will help :
- A document can be an Origin
- Planned Work for ticket

Regards.

Thanks - this definitely will help
Regards,
Evgueni

Hi Babynus,

if you add planned work, it would be welcome, if it is in the same manner as on Activities - requested, validated, planned, real -- for Date and work.

Klaus

Yes, I think everybody would like it this way! Will become very useful feature!
Regards,
Evgueni

Hi,

I did not plan it this way, for one sinple reason : tickets are not planned elements.
If you wish to have tickets planned, then just use Activities (new activity type for instance).

I plan to add (well in fact it is already done) : "estimated work" and "real work".

Fine with me.

Klaus

As soon as it can be originated from the CR document and have a link to task - fine with me as well
Regards,
Evgueni