17. 01. 2017 MarinovMihail Downloads / Release Notes, Service Management

EriZone 3.6 has been released!

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


Major Bug Fixes

  • Access Management children lose HTML and attachments
  • Service multiselect displays errors if one service is not translated
  • Missing service field was not highlighted properly
  • TicketAggregatedTime report: blackslash as last character for title causes problems in date export
  • Attachments are lost during email forwarding

Before Upgrade

  1. Snapshot of the Virtual Machine
  2. Activate the repo resolution with the following parameters:

Upgrade Steps

The upgrading procedure must be made STRICTLY with the following sequence (by clicking the items listed in the ACTION column)

Mandatory:
  1. EriZone
  2. EriZoneCore
  3. EriZoneServiceDeskEnhancement
  4. EriZoneAccessManagement
  5. EriZoneDeveloper [Upgrade only if installed]
Optional:
  1. EriZoneInterfaces [for CMDB population: GLPI and OCS interfaces available – ]
  2. For NetEye-GLPI interface please refer to this post for iCMDB upgrade: PACKAGE RELEASE: erizone-plugin-glpi-1-4-4-rpm
  3. EriZoneChangeEvaluation
  4. ITSM-CIattributeCollection
  5. EriZoneNetEyeIntegration [if a NetEye is installed and available]
  6. EriZoneDocIt
Please follow these rules during the upgrade/install procedure:
  • Contact our support team if you do not feel comfortable on any operation net.support@wuerth-phoenix.com or https://erizone.wuerth-phoenix.com
  • The packages must be installed in sequence and individually
  • The system may take longer or shorter times for each action / package so please be patient
  • Action buttons must be clicked only once for the success of the operations

[box type=”info”] ATTENTION
After the upgrade execute the following action from the command line:
/opt/otrs/scripts/EriZone/erizone.global_makelink
/opt/otrs/scripts/EriZone/Permissions.sh
/opt/otrs/scripts/EriZone/RestartEriZone.sh

[/box]

MarinovMihail

MarinovMihail

Developer at Würth Phoenix
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

Author

MarinovMihail

“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

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