Save the date! – NetEye & EriZone User Group 2017

Posted by on Aug 3, 2017 in EriZone & OTRS, NetEye | 0 comments

UserGroup

NetEye & EriZone User Group

Challenges and opportunities in the IT Management 4.0

Connectbay, Mantova, October 19, 11:00 – 17:00

We are glad to invite you to attend the NetEye & EriZone User Group. The yearly event for our customers will offer you the possibility to discover the innovations in the IT Service Management field, to identify modern approaches for the Performance Monitoring and to participate in the definition of our solution roadmap.

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Keeping an eye on your EriZone process tickets

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

ProcessOverview

Usually, during a new EriZone implementation, we are not just implementing “simple” Incident Management, but also defining processes to standardize existing procedures within the company.

Investing time now in the implementation of a standardized process will pay dividends later, especially in the case of multilevel authorizations or other workflows where the ticket needs to follow a predefined path.

Thanks to EriZone’s “process bundle”, tickets that have a given service and category automatically trigger a predefined process flow. Thus a new ticket automatically enters the appropriate pipeline defined in the standardization process.

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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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Quick Ticket Template

Posted by on Jun 29, 2017 in EriZone & OTRS | 0 comments

“Is there any way to speed up opening new tickets?”

This is a typical question new EriZone customers ask during project implementation. The reason is quite obvious: If you have a large Service Desk team that is opening several hundred tickets each day, every second counts. Especially in situations where the resolution time is critical, a shortcut for quickly selecting service, category, and potentially other fields may be of great advantage.

Thanks to an additional configuration which will be available starting with EriZone 5.2, you will be able to add the menu item “Ticket Template”. This new option will allow you to add and configure this item within the webpage itself. Once a template has been created, the agent will be able to use that template to create a new ticket. The form that appears will contain the predefined content inside the corresponding fields. Then the agent just has to fill in the remaining fields in order to create the new ticket.

Depending on the groups an agent belongs to, he will see a different set of templates. For example, agents in the group “ServiceDesk_Template_G” will see templates different from those available for members of the group “Network”.

Below you can see an example of a ticket regarding a malfunction of the email service.

new ticket email malfunction

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EriZone – Security Advise

Posted by on May 31, 2017 in EriZone & OTRS | 0 comments

It was detected a vulnerability on the agent interface of the EriZone – OTRS system. The following is valid for all OTRS, Erizone 3.x and EriZone 5.x systems

The severity of this vulnerability has been categorized with “high”.

To guarantee the security of your system, we recommend to disable the Installer.pm module.
Modify the file /opt/erizone/otrs/Kernel/Config.pm and insert following lines:

# Security FIX # WP 31.05.2017
delete $Self->{'Frontend::Module'}->{Installer};

This lines has to be inserted directly after the following code block:

# ----------------------------------------------- #
# fs root directory
# ----------------------------------------------- #

$Self->{Home} = '/opt/otrs';

Further information regarding this topic can be found on http://www.cvedetails.com/cve/CVE-2014-9324/

 


 

Technical details:

  • Date: 2017-05-30
  • Title: Installer Routine Vulnerability
  • Severity: High
  • Product: OTRS 3.2.* EriZone 3.* and EriZone 5.*
  • References: CVE-2017-9324
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