17. 01. 2017 MarinovMihail EriZone & OTRS, Release Notes

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

All new features and enhancements are available also on our EriZone Online Demo.

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

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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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