04. 01. 2018 Patrick Zambelli EriZone & OTRS, Release Notes

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

Try it now!

All new features and enhancements are also available on our EriZone Online Demo.

Preparations before upgrading from EriZone 5.2 to EriZone 5.3 1

  1. Take a snapshot of the current Virtual Machine
  2. 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

  1. Upgrade the OTRS Framework to version 5.0.25:
  2. 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

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Patrick Zambelli

Patrick Zambelli

Product Manager at Würth Phoenix
After my graduation in Applied Computer Science at the Free University of Bolzano I decided to start my professional career outside the province. With a bit of good timing and good luck I went into the booming IT-Dept. of Geox in the shoe district of Montebelluna, where I realized how a big IT infrastructure has to grow and adapt to quickly changing requirements. During this experience I had also the nice possibility to travel the world, while setting up the various production and retail areas of this company. Arrived at Würth Phoenix I started developing on our monitoring solution NetEye. Today, in my position as Product Manager, I aim to continuously improve our solutions and to adapt them to actual market requirements.

Author

Patrick Zambelli

After my graduation in Applied Computer Science at the Free University of Bolzano I decided to start my professional career outside the province. With a bit of good timing and good luck I went into the booming IT-Dept. of Geox in the shoe district of Montebelluna, where I realized how a big IT infrastructure has to grow and adapt to quickly changing requirements. During this experience I had also the nice possibility to travel the world, while setting up the various production and retail areas of this company. Arrived at Würth Phoenix I started developing on our monitoring solution NetEye. Today, in my position as Product Manager, I aim to continuously improve our solutions and to adapt them to actual market requirements.

2 Replies to “EriZone 5.3 Release Notes”

  1. Sven Nosse says:

    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

    1. Patrick Zambelli says:

      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

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