New Version of EriZone (3.1.8)

Posted by on Feb 27, 2015 in EriZone & OTRS, Uncategorized | 0 comments

New version of EriZone (3.1.8) is now available for the download:

FEATURES LIST

  • New Parameter to Filter on CustomerTicketSearch based on CustomerGroup: Ticket::Frontend::CompanyTicketAccessGroup
  • New Fields available in iCMDB for GLPI interface: Inventory – Location – Group (manual changes on the CIs definition and import procedure are needed (see notes afterwards for more information); it requires the version 1.3.9 of erizone-glpi-plugin rpm installed NetEye)       
  • It is now possible to define the required manadatory level for Service and Categories (EriZoneCore -> Core:Categories/EriZoneCore -> Core:MultiServiceLevel)
  • New Datawarehouse Cube columns in eri_ticketAggregatedTime: Category – CategoryPool – CategoryExtCode – TicketID – Queue – QueueID – DWTicketOrigin – DWTicketClosure – CustomerID – CustomerUserID – Customer – ServiceManagerID – ServiceManager – AccountedTime – LastResponsible – LastOwner – Splitted – ServiceTypeID – ServiceType – ServiceCriticality – Impact – ProcessID – AccessManagement – CustomerPrivateTicket

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Open Source Conference in Rome

Posted by on Feb 27, 2015 in EriZone & OTRS, NetEye | 0 comments

Also this year Würth Phoenix invites you to the Open Source Conference in Rome, which will be held March 31st at the convention center of the Barcelo Aran Mantegna Hotel.

At this year’s conference our keynote will be:

Log Management & related: more and more we are inundated with requests from the privacy guarantor, new laws and requirements related to data security that are requiring the management and storage of millions of logs. How is it possible to make sense of this information?

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Multi-Channel Management of your Help Desk Processes

Posted by on Feb 24, 2015 in EriZone & OTRS, Uncategorized | 0 comments

Integratione of EriZone and TVox Contact Center

This post is to communicate our new partnership with the Italian Software House Telenia Software S.r.l.. Founded in 1994 the company is dedicated to develop and market Contact Management Solutions. To improve the service delivered to their customers, Telenia Software shortly decided to integrate our IT-Service Management solution EriZone into their VoIP software plattform TVox Contact Center. TVox Contact Center is Telenia’s flagship product for the managing of evolved phone services. Thanks to the integration of EriZone the range of functionalities has been significantly increased.

In the following I will quickly introduce you the most important advantages of the integration of the two solutions:

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End User Experience Training in Padua

Posted by on Feb 24, 2015 in NetEye, Real User Experience Monitoring | 0 comments

It often happens that users complain of IT services, especially aout performance and response time. With a traditional monitoring strategy it is not always so immediate to identify the cause of these problems. The proactive identification of potential bottlenecks is therefore a must for a company that wants to increase the usability of the various applications by implementing an effective control aligned to the needs of the end users.

To satisfy this need we invite you to participate in the advanced End User Experience Training, that will take place in Padua from March 31st to April 2nd.

The agenda is focusing on the End User Experience monitoring through the adoption of Open Source tools as SAHI and Al’exa and their integration in NetEye. The seminar includes three days of training, educational materials and coffee break. The course is addressed to all IT administrators who want to adopt a monitoring strategy of the End User Experience or who have already implemented it.

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Save the Date: 7th Edition of Open Source System Management Conference

Posted by on Feb 16, 2015 in Open Source System Management Conference, Uncategorized | 0 comments

Exciting talks, extensive networking possibilities, international speakers – also in 2015 the Open Source System Management Conference comes up with an impressive program! Some highlights at a glance: ITSM-Mastermind Colin Rudd, Ami DeMartine from Forrester and Open Source visionary Jan Wildeboer from Red Hat

Open Source System Managment Conference

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