EriZone to EriZone communication via web services

Posted by on Nov 14, 2017 in EriZone & OTRS | 0 comments

EriZone_GI

The 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 a provider. “Operations” can be defined and configured in order to perform the requested actions internally. In the other case, when a request should be performed by a remote system, “Invokers” can be defined and configured to forward the request. Inside both the Operations and the Invokers it is possible to define, when required, a data mapping between the communicating systems in order to receive/send formatted data.
For both the provider and the requestor you can define the “Network transport” which is the protocol over which OTRS/EriZone5 will communicate with the remote systems (e.g. another EriZone5 server).

A simple example of a webservice where EriZone5 is acting as a requestor

A simple example of a webservice where EriZone5 is acting as a requestor

Read More

EriZone 5.1: Improved ticket printing functionality

Posted by on May 10, 2017 in EriZone & OTRS | 0 comments

The PDF printing functionality has been improved with the last version of EriZone 5.1. It is now possible to print to PDF all images and html included in the ticket. In this way the generated / printed PDF becomes a true copy of the original ticket that can be used in different offline scenarios.  For instance, sometimes it’s useful to have a hard (printed) copy of the ticket to hand in a report to meeting participants.

Here is a simple example of a welcome ticket composed of tree articles:

Improved Printing functionality in EriZone 5.1

Read More

EriZone 5.1: Service Catalogue Translation

Posted by on May 10, 2017 in EriZone & OTRS | 0 comments

The service catalogue is a focal point in ITIL, and often it is even the starting point for ITSM implementation. EriZone is an ITSM tool that fully supports Service Catalogue Management. With the recently released verion 5.1 of EriZone the service catalogue has become multilingual to face the requirements of multinational service providers and their customers.

EriZone 5.1 - Service Catalogue Translation 1

Fig.1. Multilingual Service Catalogue

Read More

EriZone 3.6 has been released!

Posted by on Jan 17, 2017 in EriZone & OTRS | 0 comments

service management and process automation

Enhancements

  • Filtered ticket-view for service owner, manager and service watcher: service owners can see only tickets opened of services on which they have the owner role.
  • Restricted company-ticket-view to available services: customer can see only tickets relative to services they were enabled to. [more details here]
  • Filter services shown to agents: realize multi-tenancy based on services.
  • Add service link to CIs in CMDB.
  • Activity Sequence Management: it is possible to link activities to each other creating activity sequences [more details here]
  • Budget Management Enhancements: budget templates have been introduced in order to allow fast budget structure creation. [more details here]
  • Enhanced approval process with simple approval from mobile device.
  • Mechanism to propagate dynamic field values from parent- to child-tickets and vice-versa
  • TicketAggregatedTime report enhancement: now it is possible to select opening or closure date and to restrict the report to selected queues.
  • CMDB interface enhancements: SIM Card interface.
  • Dynamic ACL to hide activities for processes with open children.
  • Allow follow-ups for closed tickets for a certain time period.
  • Agent notification follow-up article type: follow-ups sent from agents by email can be set as internal and not visible to customers. [more details here]
  • Tickets created from a follow-up of a closed ticket can now have the same queue, service and type set.
  • Change the customer of a ticket depending on a dynamic field value.
  • JIRA interface: now it is possible to create JIRA issues starting from EriZone tickets. All changes to a JIRA issue will be tracked in the corresponding EriZone ticket.
  • New generic agent that notifies for tickets created outside of working time
  • New generic agent that sets the priority of tickets for customers in selected groups (VIPs)
  • New process transition action “ChildTicketCreate” to create child tickets with a variety of parameters to change customer, create specific articles, copy fields from the parent ticket, start a process, etc. It allows e.g. a simpler creation of authorization processes.
  • New process transition actions useful for process management:
    • Set ticket creator as owner
    • Lock and set owner
    • Copy dynamic fields from a child ticket to its parent
  • Enhancements for dynamic fields from DB and ITSM dynamic fields
  • New dashboard for parent tickets with closed children and a counter of open children.
  • Possibility to translate services on the customer web portal

Read More