27. 02. 2015 Nicola Degara Uncategorized

Nuova versione EriZone 3.1.8

New version of EriZone (3.1.8) is now available for the download: FEATURES LIST

New Parameter to Filter on CustomerTicketSearch based on CustomerGroup: Ticket::Frontend::CompanyTicketAccessGroup
New Fields available in iCMDB for GLPI interface: Inventory – Location – Group (manual changes on the CIs definition and import procedure are needed (see notes afterwards for more information); it requires the version 1.3.9 of erizone-glpi-plugin rpm installed NetEye)
It is now possible to define the required mandatory level for Service and Categories (EriZoneCore -> Core:Categories/EriZoneCore -> Core:MultiServiceLevel)
New Datawarehouse Cube columns in eri_ticketAggregatedTime: Category – CategoryPool – CategoryExtCode – TicketID – Queue – QueueID – DWTicketOrigin – DWTicketClosure – CustomerID – CustomerUserID – Customer – ServiceManagerID – ServiceManager – AccountedTime – LastResponsible – LastOwner – Splitted – ServiceTypeID – ServiceType – ServiceCriticality – Impact – ProcessID – AccessManagement – CustomerPrivateTicket

NOTES: The new fields Inventory/Location/Groups are available for:

Computer
Phone
Printer
Network
Monitor
Device

The new field Group is available for:

Software

To activate the fields in the CI add in the ConfigurationItem configuration the following definition (for Software only the Group part): { Key => ‘Inventory’, Name => ‘Inventory’, Searchable => 1, Input => { Type => ‘Text’, Size => 50, MaxLength => 50, }, }, { Key => ‘Location’, Name => ‘Location’, Searchable => 1, Input => { Type => ‘Text’, Size => 50, MaxLength => 50, }, }, { Key => ‘Group’, Name => ‘Group’, Searchable => 1, Input => { Type => ‘Text’, Size => 50, MaxLength => 50, }, }, Change the Import/Export wizard. The new fields are at the end of the existing field list with the sequence: 1.Location 2.Inventory 3.Group

PROCEDIMENTO PER L’UPGRADE

L’ aggiornamento dei pacchetti va eseguito esattamente nella seguente sequenza (cliccando le voci elencate nella colonna ACTION) Obbligatorio:

EriZone
EriZoneCore
EriZoneServiceDeskEnhancement
EriZoneAccessManagement

Optional:

EriZoneInterfaces [per CMDB population: interfaccie GLPI e OCS disponibili]
ITSM-CIattributeCollection
EriZoneNetEyeIntegration [se NetEye è installato]
EriZoneDeveloper [non installare!]

Inoltre è da considerare che:

I pacchetti vanno installati in sequenza e singolarmente.
Il sistema potrebbe impiegarci tempi più o meno lunghi per ogni azione/pacchetto.
I pulsanti di azione vanno cliccati una sola volta per garantire il buon esito delle operazioni.

[box type=”info”] ATTENZIONE Dopo l’upgrade dovete eseguire i seguenti comandi dalla riga di comando:

/opt/otrs/scripts/EriZone/erizone.global_makelink
/opt/otrs/scripts/EriZone/Permissions.sh
/opt/otrs/scripts/EriZone/RestartEriZone.sh

[/box]

Nicola Degara

Technical Consulting and Delivery Team Manager at @ Würth Phoenix

My name is Nicola Degara and I work as Consulting and Delivery Team Leader. With a technical developer background, I am in the IT field since the nineties. After more than 6 years’ experience as director of an international software development company in Shanghai I have been embracing, once back to Europe, the dynamic NetEye experience and philosophy in combination with international Atlassian product projects. My strong conviction towards the Open Source supports and continues to influence any reasons of my daily choices and future visions

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Nicola Degara

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