31. 07. 2018 Charles Callaway EriZone & OTRS, Release Notes

EriZone 5.5 Release Notes

Welcome to the latest version of our Service Management solution EriZone version 5.5.

Product: EriZone
Release Number: 5.5
Release Date: July 31, 2018
Release Type: Minor
Previous Release: 5.4

These release notes for EriZone 5.5 describe new features and improvements and provide information on how to upgrade.

Enhancements

Signatures on Mobile Devices – we have integrated human signatures on mobile devices. It’s now possible for the agents to obtain a digital signature and store it as an included image for the last ticket article. After that, the full content of the article – including the signature – can be printed. For more details see https://www.neteye-blog.com/2018/06/signatures-on-mobile-devices/

Major Bug Fixes

All fixes for OTRS 5.0.28 and all OTRS packages
Printing of articles with charset iso-8859-1 set in meta data
TicketToProcess event makes available additional Dynamic Fields for subsequent process transitions

Try it now!

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

Preparations before upgrading from EriZone 5.4 to EriZone 5.5

Take a snapshot of the current Virtual Machine
Activate repository resolution with the following parameters in Admin>>SysConfig
- Package::RepositoryRoot: repo.wuerth-phoenix.com/erizone/erizone-5.5/repository.xml
- Package::RepositoryList:
  KEY: http://repo.wuerth-phoenix.com/erizone/erizone-5.5/packages/
  VALUE: erizone-5.5 packages

Upgrade steps

1. Upgrade the OTRS Framework to version 5.0.28:

yum update http://ftp.otrs.org/pub/otrs/RPMS/rhel/6/otrs-5.0.28-01.noarch.rpm
/opt/otrs/scripts/EriZone/Permissions.sh
/opt/otrs/scripts/EriZone/RestartEriZone.sh

2. Upgrade packages via Admin >> Package Manager. The upgrade procedure must be done STRICTLY in the following sequence:

ITSM
FAQ
Survey
OTRSMasterSlave
OTRSTicketMaskExtension
OTRSAdvancedEscalations
OTRSAppointmentCalendar
EriZone
EriZone Core
EriZoneServiceDeskEnhancement
EriZoneTheme
Update all remaining EriZone packages

Please follow these rules during the upgrade/install procedure:

Contact our support team if you do not feel comfortable with any of these operations: net.support@wuerth-phoenix.com or https://erizone.wuerth-phoenix.com
The packages must be installed in sequence and individually
The time needed by the system may vary for each action/package, so please be patient
The action buttons must be clicked only once

ATTENTION After the upgrade has completed, execute the following actions from the command line:

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