Importing Tickets in EriZone

Posted by on Jul 7, 2017 in EriZone & OTRS | 0 comments

Ticket_Import

Service desk systems are of great importance to most IT departments. They are used to manage not only incidents and service requests, but also for authorizations and the management of internal projects. Moreover, data obtained from an ITSM system can be used for time accounting, invoicing and cost estimates. Finally, yet importantly, tickets and their metadata build a structured and searchable request history and knowledge base.

In the event a ticketing system needs to be merged with another system or has to be completely shut down, it is important that this precious data be preserved.

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Towards Self-Adaptive Service Desk Systems

Posted by on Jul 5, 2017 in EriZone & OTRS | 0 comments

Self-Adaptive Service Desk Systems

If you don’t work in the field of IT service management, you might suppose that a service desk, and especially an IT service desk, is something quite standard… having similar services and a similarly structured support staff structures across all companies.

However, despite having (apparently) a very similar goal and trying to follow a common terminology and guidelines such as the ITIL standard for IT service management, each company has its own specific demands and processes put into practice for providing service to both their internal and external customers. These processes differ on the type of service given, the number of service requests, their distribution among services, the complexity of requests, etc.  In addition, the level of expertise of the support staff members, the internal organization of the (IT-)department, and the concepts and architecture of the supporting tools have a decisive influence on the service processes being implemented.

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Efficient management of support requests and authorizations by using child tickets

Posted by on Jan 12, 2017 in EriZone & OTRS | 0 comments

Parent Child Tickets EriZone_new

In EriZone, processes that require the involvement of multiple responsible persons and different competence centers are often implemented by using the concept of child ticket.

Child tickets are independent tickets that are created from and linked to their so-called parent tickets. Depending on the specific use case, it is possible to copy data and properties (as for example title, service, ticket type or customer) from the parent ticket, or to newly set them for the child ticket. The special linking guarantees that the parent ticket cannot be closed before the closure of all linked child tickets.

Why using child tickets, if it were possible to move a ticket back and forth among the queues of the involved competence centers until it can be closed?

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Using EriZone for Access Management and Provisioning

Posted by on Aug 31, 2016 in EriZone & OTRS | 0 comments

Access Management1

A critical part of IT Service Management is the management of access to all kinds of IT-related resources, including not only the access to IT systems, networks and software, but also the provisioning of devices such as phones and laptops, contracts (e.g. phone or data contracts with 3rd party operators) and often also items regarding facility management, such as badges and transponders for access to restricted areas.

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