EriZone 5.3 Release Notes
Welcome to the latest version of our Service Management solution EriZone version 5.3.
Product: EriZone
Release Number: 5.3
Release Date: December 31, 2017
Release Type: Minor
Previous Release: 5.2
These release notes for EriZone 5.3 describe new features and improvements and provide information on how to upgrade.
Enhancements
Quick ticket creation by image toolbar
Customers can now open a ticket with only a few clicks. The new ticket creation process is based on intuitive images, which should quickly guide the customer to finishing the process in just a few steps (details here).
Ticket Template based on the selected service and category
New templates based on selected service and category have been introduced. Once you select the service and category, the subject and/or body of the response can be pre-filled with data from the template.
Dynamic Fields in TicketAggregatedTime statistics
Running the EriZone statistics TicketAggregatedTime and TicketAggregatedTimeOnline now you can also select additional Dynamic Fields to add. You can get more details in this article.
Major Bug Fixes
- Incorrect UTF-8 characters in an email cause “Error 500” in AgentTicketZoom
- Customer Interface: A ticket in a search list displays the content of an internal article
- Fixed the filter in the Service – Category view
- Interface fixes for the Public Approval user interface
Preparations before upgrading from EriZone 5.2 to EriZone 5.3 1
- Take a snapshot of the current Virtual Machine
- Activate repository resolution with the following parameters in
Admin>>SysConfigPackage::RepositoryRoot: repo.wuerth-phoenix.com/erizone/erizone-5.3/repository.xml Package::RepositoryList: KEY: repo.wuerth-phoenix.com/erizone/erizone-5.3/packages/ VALUE: erizone-5.3 packages
Upgrade steps
- Upgrade the OTRS Framework to version 5.0.25:
- yum update ftp.otrs.org/pub/otrs/RPMS/rhel/6/otrs-5.0.25-02.noarch.rpm
- /opt/otrs/scripts/EriZone/Permissions.sh
- /opt/otrs/scripts/EriZone/RestartEriZone.sh
- Upgrade packages via Admin >> Package Manager. The upgrade procedure must be done STRICTLY in the following sequence:
1. ITSM
2. FAQ
3. Survey
4. OTRSMasterSlave
5. OTRSTicketMaskExtension
6. OTRSAdvancedEscalations
7. OTRSAppointmentCalendar
8. EriZone
9. EriZone Core
10. EriZoneServiceDeskEnhancement
11. EriZoneTheme
12. Update all remaining EriZone packages
Please follow these rules during the upgrade/install procedure:
- Contact our support team if you do not feel comfortable with any of these operations: net.support@wuerth-phoenix.com or https://erizone.wuerth-phoenix.com
- The packages must be installed in sequence and individually
- The time needed by the system may vary for each action/package, so please be patient
- The action buttons must be clicked only once
- ATTENTION After the upgrade has completed, execute the following actions from the command line:
- /opt/otrs/scripts/EriZone/erizone.global_makelink
- /opt/otrs/scripts/EriZone/Permissions.sh
- /opt/otrs/scripts/EriZone/RestartEriZone.sh
Patrick Zambelli
Author
Your upgrade procedure is not working. I cannot
Upgrade the OTRS Framework to version 5.0.25:
> yum update http://ftp.otrs.org/pub/otrs/RPMS/rhel/6/otrs-5.0.25-02.noarch.rpm
I Need to download this package with wget (or whatever) and update it manually with
rpm -Uvh otrs-5.0.25-02.noarch.rpm
Preparing… ########################################### [100%]
Check OTRS user … otrs exists.
usermod: no changes
1:otrs warning: /opt/otrs/Kernel/Config.pm created as /opt/otrs/Kernel/Config.pm.rpmnew
########################################### [100%]
Rebuilding the system configuration…
Done.
Deleting cache…
Done.
Next steps:
[httpd services]
Restart httpd ‘service httpd restart’
[install the OTRS database]
Make sure your database server is running.
Use a web browser and open this link:
http://servicedesk/otrs/installer.pl
((enjoy))
Your OTRS Team
————————————————————-
I am pretty unsure whether I should the original Config.pm that is located under /opt/erizone/src/Kernel/Config.pm
Guten Tag Herr Nosse,
aus der Dokumentation ist leider keine Fehlermeldung des Yum-Aufrufes ersichtlich, welcher beschreibt warum der automatische Download via yum nicht erfolgreich war. Eine Möglichkeit wären Proxy-Einstellungen im /etc/yum.conf. Für eine bessere Diagnose können sie sich gerne an unser Support-Team (net.support@wuerth-phoenix.com) wenden.
vielen Dank,
Patrick Zambelli