17. 09. 2020
Unified Monitoring
Major Enhancements
Advanced Service Dispatcher
The well-liked Service Dispatcher has got a new ‘Advanced’ mode. Several features have been added to enable finer filtering and allowing to take control over the execution order. This allows having the minimal possible amount of Service Dispatchers for every environment.
Filtering
- Filtering by the value of a specified Dynamic Field
- Filtering Services with Regular Expression
- Company independent Service Dispatchers
Execution Order
- Manual configuration of Service Dispatcher execution order
Compatibility
- Backwards compatibility with Classic Service Dispatcher
Configuration Item Management
- Dependency based Dynamic Fields for Configuration Items
- Two additional User Backends for Configuration Item association.
- Disabling Default values for Configuration Item Dynamic Fields
- Configuration of Service, Category and SLA for new Activity creation
General Features
- New EriZone Virtual Machine master template
- ITSM Service Advanced Module for Agents
- ITSM Service Advanced Module for Customers
Minor Enhancements
- New Events:
- Parent Ticket Close on Dynamic Field Value
- New Ticket Queue
- New Postmaster Filter: SetCustomerID based on email Domain
- Major Performance Improvement for ITSM Service Advanced Module
- Additional Column Company Name in Ticket Aggregated Statistics
- Parent Status can now be set from the Events ‘Splitted Attribute’ and ‘Notify Close State to Parent’
- Simplify configuration of CSV report from Agent Time Accounted Day View
- One click to Dashboard
- Access Management Activity auto name compilation form Service & Category
- Improvement for Filtering in Admin Area
Major Bug Fixing
- Chronological Sorting of ‘Unmanaged Tickets’
- URL processing in Customer Ticket Message module
- Image Pasting from Clipboard
Before Upgrade
- Snapshot of Virtual Machine
- Activate the repo resolution with the following parameters:
- Package::RepositoryRoot:
- Package::RepositoryList:
- KEY: http://repo.wuerth-phoenix.com/erizone/erizone-3.5/packages/
- CONTENT: erizone-3.5 packages
Upgrade Steps
The upgrading procedure must be made STRICTLY with the following sequence (by clicking the items listed in the ACTION column)
Mandatory:
- EriZone
- EriZoneCore
- EriZoneServiceDeskEnhancement
- EriZoneAccessManagement
- EriZoneDeveloper [Upgrade only if installed]
Optional:
- EriZoneInterfaces [for CMDB population: GLPI and OCS interfaces available – ]
- For NetEye-GLPI interface please refer to this post for iCMDB upgrade: PACKAGE RELEASE: erizone-plugin-glpi-1-4-4-rpm
- EriZoneChangeEvaluation
- ITSM-CIattributeCollection
- EriZoneNetEyeIntegration [if a NetEye is installed and available]
- EriZoneDocIt
Please follow these rules during the upgrade/install procedure:
- Contact our support team if you do not feel comfortable on any operation net.support@wuerth-phoenix.com or https://erizone.wuerth-phoenix.com
- The packages must be installed in sequence and individually
- The system may take longer or shorter times for each action / package so please be patient
- Action buttons must be clicked only once for the success of the operations
[box type=”info”] ATTENTION
After the upgrade execute the following action from the command line:
/opt/otrs/scripts/EriZone/erizone.global_makelink
/opt/otrs/scripts/EriZone/Permissions.sh
/opt/otrs/scripts/EriZone/RestartEriZone.sh
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Benjamin Gröber
R&D Software Architect at Wuerth Phoenix
Hi, my name is Benjamin, and I'm Software Architect in the Research & Development Team of the "IT System & Service Management Solutions" Business Unit of Würth Phoenix.
I discovered my passion for Computers and Technology when I was 7 and got my first PC. Just using computers and playing games was never enough for me, so just a few months later, started learning Visual Basic and entered the world of Software Development. Since then, my passion is keeping up with the short-lived, fast-paced, ever-evolving IT world and exploring new technologies, eventually trying to put them to good use. I'm a strong advocate for writing maintainable software, and lately I'm investing most of my free time in the exploration of the emerging Rust programming language.
Author
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