Blog Entries

30. 01. 2018 Nicola Degara Application Performance Management, NetEye

IT Strategy (R)evolution: The Changing Role of IT in the Future of Business

End User Experience Monitoring allows for a “sensorial” analysis of the ways users consume IT services delivered within an organization and, increasingly often, from outside it as well. Everyone knows that IT services only generate value if they are available when needed and if they can achieve the target for which they were designed. Today… Read More

29. 01. 2018 Roberto Palmarin NetEye

From Software Inventory to Vulnerabilities!

Now that your company has invested time and resources in gathering information about your entire installed base of software and equipment, how can we analyze and measure its level of security protection?  Can we identify the vulnerabilities in your company’s software?  Can we create a scoring function that measures security and how it changes over… Read More

22. 01. 2018 MarinovMihail EriZone & OTRS

Ticket Templates Based on Selected Service and Category

EriZone 5.3 introduced new templates based on selected service and category. Those templates are used in the new Quick Ticket functionality, but can also be reused in all ticket creating masks. So once the service and category have been selected, the subject and/or the body can be pre-filled with the data of the template. In… Read More

08. 01. 2018 Mirko Morandini EriZone & OTRS

Enhanced Statistics in EriZone

A service desk system such as EriZone leads users to pursue recommended processes and is thus able to gather a large amount of structured data. In addition to EriZone’s standard dynamic statistics, which can be assembled and configured by the agents themselves on the web interface by combining the data sets provided by the API,… Read More

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… Read More

04. 01. 2018 Patrick Zambelli NetEye, Release Notes

NetEye 3.12 Release Notes

Welcome to the latest version of our NetEye Unified Monitoring Solution that introduces new Business Priority management, and improvements to asset management, NetEye API, Grafana and GLPI contact integration. Product: NetEye Release Number: 3.12 Release Date: December 31, 2017 Release Type: Minor Previous Release: 3.11 System Requirements: NetEye 3.6 installation or higher These release notes for NetEye 3.12 describe new… Read More

02. 01. 2018 Patrick Zambelli EriZone & OTRS, NetEye, Release Notes, Release Notes

NetEye 3.12 and EriZone 5.3 have been released!

We are proud to announce the release of new minor versions of our IT System & Service Management solutions NetEye and EriZone. The latest version of our NetEye Unified Monitoring Solution introduces new Business Priority management, and improvements to asset management, NetEye API, Grafana and GLPI contact integration. On the other hand, EriZone 5.3 includes… Read More

29. 12. 2017 Mirko Morandini EriZone & OTRS

Efficient Service Desk Configurations with EriZone

In a previous blog post, Towards Self-Adaptive Service Desk Systems, I identified three basic service desk configurations for the practical management of service requests and incidents. In this article, you will find an overview and further details about these service desk configurations, including recommendations on how to work effectively with them in EriZone. I also… Read More

22. 12. 2017 Gabriele Cecco EriZone & OTRS

An Underestimated Indicator: AccountedTime

The realization of an effective Service Desk should be considered a success.  On the other hand, the possibility of increasing efficiency is a necessary benefit for containing infrastructure costs, or for invoicing them to users with a pay-per-use model. The metrics and KPIs that we already use help us to measure service desk tasks, user… Read More

21. 12. 2017 Massimiliano De Luca NetEye

GROK: Instructions for Use

Grok is a plug-in installed by default in Logstash, which is supplied with the Elastic package (the ELK – Elasticsearch, Logstash and Kibana), one of the integrated modules in our NetEye Unified Monitoring solution.What is this plug-in for? First of all, Grok is an English neologism that means  “to understand profoundly, intuitively or by empathy,… Read More

21. 12. 2017 Giuseppe Di Garbo EriZone & OTRS, NetEye

The Role of IT Asset Management in GDPR Compliance (Part II)

In my previous article I introduced what GDPR (General Data Protections Regulations) is, what measures it introduces, and how IT asset management (ITAM) can support it. In this second post we’ll see which IT asset management modules are available in NetEye, our IT System Management solution. Introduction Within ITSM (IT Service Management), ITIL defines the… Read More

21. 12. 2017 Massimiliano De Luca NetEye

The Importance of Naming Convention in NetEye

Imagine that you need to change offices quite often. In each of these offices, you’ll need to use a different PC. Each computer obviously has a different keyboard. And every time you change offices, you’d need to learn the new keyboard layout. What a waste of time! Although the example may be trivial, it should… Read More

20. 12. 2017 Gabriele Cecco EriZone & OTRS

How to Integrate the EriZone Customer Database with Web Services

One of the key points in the EriZone configuration is the connection to the database that contains information on the users of the system. A database without information on users has a negative effect on the incident management process. Let’s imagine that you are a Service Desk operator who has to work on an urgent… Read More

20. 12. 2017 Valentina Da Rold NetEye

How to create time-based dashboard with Plotly

Plotly is a useful and complete open source tool that allow you to compose, edit and share interactive data visualizations.  Built atop D3.js, Plotly is one of the most common libraries used for browser-based graphing. My aim was to create a nice-looking dashboard with four time-based graphs.  I was searching for a complete, easy-to-implement and free-to-license JavaScript… Read More

07. 12. 2017 Valentina Da Rold NetEye

How to Customize Your Grafana Theme

Grafana is an open source dashboard tool that helps users to easily create and edit dashboards. Grafana uses Golang as a backend and Angular as frontend. It is quite a large codebase and supports a large number of options for its components (data sources, options, panels, etc.). Grafana’s stylesheet is written using the Sass CSS extension… Read More