Also this year we took part in the new edition of the Open Source Conference, which takes place today in Rome. At the convention for the Open Source world of the central Italy, Andrea Lernia in collaboration with Alessio Cuppari, ICT Services and User Assistance Manager at DigiCamere, will present the Open Source IT Service…
Read MoreIn this post I would like to introduce you an interesting feature of EriZone (powered by OTRS) – named Ticket CC. Briefly, EriZone agents and customers are now able to select through the customer and agent web portals other customers with the same CustomerID as the customer of the ticket and/or agents with ‘wr’ permissions…
Read MoreWould you like to understand the potential of the ITIL processes implemented with EriZone/OTRS ? Or do you want to deepen your knowledge in the End User Experience monitoring? Or are you curious to know what will be the future development of Nagios as an open project ? On April 11th, at the Würth Phoenix…
Read MoreIncident Management Process in accordance with ITIL® v3 deals with restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…
Read MoreWith EriZone we are proud to present you our new IT Service Management offer based on OTRS, the leading Open Source Help Desk and Ticketing solution. EriZone develops and manages IT service processes following the best practices provided by the IT Infrastructure Library (ITIL). Cost optimization, the focus on critical business processes and on customers’ requirements are forming…
Read MoreOTRS is a Help Desk and ITSM system, ITIL v3 certified by Pink Elephant. Indeed it makes available the basics for most of the ITIL Service Operation (and Transition) processes and combines them with a customer centric communication model. All ITSM features are described by OTRS except how processes are defined. For this reason I…
Read MoreThe fourth edition of the NetEye User Group has been held last week in Bologna. The event, with the aim of experience exchanging on specific application areas, proved to become an important meeting occasion for the users. Cineca, who hosted the User Group, presented the introduction of NetEye for a comprehensive monitoring strategy in a…
Read MoreCame Group, already NetEye customer for years, is a proper example of a company that – starting with the need to monitor their infrastructure – has optimized their IT services by adopting a comprehensive IT Service Management strategy based on the NetEye offer. The initial requirements Initially, with the introduction of NetEye, Came was able to…
Read MoreOTRS is getting more and more popular. The Open Source based Helpdesk and IT Service Management solution automates support processes, with the common objective for company´s to improve the quality of their customer service. Alessio Cuppari in his presentation at the Open Source System Management will highlight the experiences of the introduction of OTRS at…
Read MoreThe OTRS AG group released a new beta version of OTRS 3.2. We will try out and review the new beta version very soon; for now, we will briefly introduce the main functionalities offered by this new major update, whose final release is planned for the end of January.Customer Information Center In order to improve the…
Read MoreIn OTRS it is not possible to retrieve data from external DB, for this reason I have recently developed two new add-ons able to query directly on a database at runtime to fill in “possible values”. These add-ons are two new instances of dynamic fields in OTRS 3.1.x: a drop down from DB and a…
Read MoreWith OTRS you can define different customers backends even choosing to integrate data from an LDAP server. To keep track of customers’ service subscriptions, you can define a relationship between single customers and groups and services. This allows customer users just to see services they subscribed. OTRS comes with 2 administration panels which allow to…
Read MoreThe new version of WÜRTHPHOENIX NetEye has been released. Among the various newly introduced modules, one of the most significant features is Real User Monitoring. The Real User Monitoring is an innovative approach that checks the availability, reliability and response time of the services from the end user perspective allowing to discover if the cause of…
Read MoreThe ITIL driven ticketing system OTRS, included in NetEye, comes with a variety of features which alone suite most customers’ needs: the flexibility of the queues system, the user management and the integration possibilities, together with the ITSM Module makes it an easy-to-adopt product out of the box. Sometimes, though, when the basic features are…
Read MoreJens Oliver Bothe, ITIL®-certified Senior Consultant at OTRS Group since 2006, will present the new OTRS ITSM 3.0 during the Nagios World Conference Europe™. Jens has long lasting experience in managing technical support teams and in his role as project manager he signed responsible for hundreds of successful OTRS Help Desk and OTRS ITSM implementations….
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