This article will show you an EriZone innovation you can introduce into your process: a Transition Action for Activity Management. One of the main uses of this new feature is in the area of HR. There is no doubt that onboarding of a new employee in a company requires that multiple activities are fulfilled by…
Read MoreWelcome to the latest version of our Service Management solution EriZone version 5.4. Product: EriZone Release Number: 5.4 Release Date: April 30, 2018 Release Type: Minor Previous Release: 5.3 These release notes for EriZone 5.4 describe new features and improvements and provide information on how to upgrade. Enhancements Scalable priority management for activities in Activity Management. This feature enables organizations to…
Read MoreThe GDPR legislation that will come into force on May 25, 2018 introduces, among the various obligations of the Holder of the personal data, the reporting of Data Breach events to the privacy Guarantor within 72 hours (and in any case, without delay), where a data breach includes any event concerning the violation of personal…
Read MoreOTRS and EriZone are widely used as trouble ticketing systems. They have a rich set of standard common ticket actions used for ticket management. Some common actions are used for ticket classification – “Priority and Services”, “Additional ITSM Fields”, “Queue” – others for role assignment – “Owner”, “Customer” – still others for communication – “Note”,…
Read MoreHow important is the communication between IT and HR departments? One of the most complex situations I have to face during consultancy with our customers is the communication between the IT and the HR department. HR personnel have to manage information on new hires, resignations, reassignment and internal travel on a daily basis. Each of…
Read MoreReady to take your IT process skills beyond the traditional? Our new training offerings will help you acquire, maintain and improve your knowledge and skills around our solutions. This year’s training program contains courses for NetEye, EriZone or Alyvix customers and partners, each lasting between 2 and 4 working days. The main focus will be…
Read MoreEriZoneCore-5.3.7.opm Typo errors EriZoneServiceDeskEnhancement-5.3.7.opm Radius authentication characters accepted (EZ-743) Put ‘|’ as a separator for multi values in TicketAggregatedTime.pm and TicketAggregatedTimeOnline.pm (EZ-744) EriZoneTheme-5.3.7.opm Error text messages not readable under Ticket Notification Management (WD-546) Wrong width for Date field on customer interface (WD-551) Customer FAQ box bad style (WD-547) CustomerPanelCreateAccount not working (WD-549) Customer-side To field…
Read MoreEriZone is mainly used as an (IT) SM tool to manage incidents, service requests and changes, and to document the assignment and return of devices. However, a ticket system like EriZone can also support other processes – for example, those that need to provide structured documentation. In fact, many standards require reporting risks or other…
Read MoreEriZone 5.3 introduced new templates based on selected service and category. Those templates are used in the new Quick Ticket functionality, but can also be reused in all ticket creating masks. So once the service and category have been selected, the subject and/or the body can be pre-filled with the data of the template. In…
Read MoreA service desk system such as EriZone leads users to pursue recommended processes and is thus able to gather a large amount of structured data. In addition to EriZone’s standard dynamic statistics, which can be assembled and configured by the agents themselves on the web interface by combining the data sets provided by the API,…
Read MoreThe Generic Interface (GI) is an OTRS framework that allows EriZone5 to communicate with other systems via web service. The communication can be bidirectional: EriZone5 can act both as a service provider and/or as a service requestor. You can use the GI to define a “Webservice” and to configure its behavior as a requestor and/or…
Read MoreBe our guest on the it-sa Between the 10th and 12th of October, we welcome you at Europe’s largest IT security fair trade, the it-sa in Nuremberg-Germany. By visiting our stand located in Hall 10.1 – 520, you will get the latest insights on all new functionalities related to NetEye, EriZone and ntop – especially in…
Read MoreUsually, during a new EriZone implementation, we are not just implementing “simple” Incident Management, but also defining processes to standardize existing procedures within the company. Investing time now in the implementation of a standardized process will pay dividends later, especially in the case of multilevel authorizations or other workflows where the ticket needs to follow…
Read More“Is there any way to speed up opening new tickets?” This is a typical question new EriZone customers ask during project implementation. The reason is quite obvious: If you have a large Service Desk team that is opening several hundred tickets each day, every second counts. Especially in situations where the resolution time is critical,…
Read MoreAuf dem Agent-Interface der EriZone – OTRS Systeme wurde eine Sicherheitslücke entdeckt. Nachfolgendes gilt für alle OTRS Systeme, sowie EriZone 3.x und EriZone 5.x Der Vulnerabilität wurde Wichtigkeit “hoch” zugewiesen. Um die Sicherheit Ihres Systems zu garantieren, empfehlen wir Ihnen das Installer.pm Modul zu deaktivieren. Ändern Sie dafür das File /opt/erizone/otrs/Kernel/Config.pm und fügen Sie folgende…
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