Blog entries by technology: otrs

23. 05. 2022 Mirko Morandini Cloud, Service Management

Office365/Google Mail Users: Migrate Your EriZone/OTRS Mail Accounts to OAuth2 Authentication NOW!

Both Microsoft and Google will terminate within summer/autumn 2022 the possibility of accessing POP and IMAP mailboxes using usernames and passwords! In the course of the year 2022 Microsoft and Google will terminate support for Basic Auth (the authentication with username and password) for some web services and pass to a more secure method, often…

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06. 12. 2021 Mirko Morandini Service Management

JIRA: Importing Issues from OTRS/EriZone and Other Ticketing Systems

More and more companies are adopting the now “quasi-standard” JIRA Software issue tracking and software project management tool, and the emerging ticketing tool JIRA Service Management. For most of them, when transitioning from their previous system, it is essential to preserve the recent ticket history and to migrate open bugs and issues to the new…

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17. 12. 2020 Mirko Morandini Cloud, Unified Monitoring

EriZone/OTRS: Single Sign On with (Multiple) AzureAD Using Shibboleth

More and more enterprises rely on Microsoft Azure Active Directory as a company-wide identity provider for Office365, Teams, Sharepoint and other Microsoft and various non-Microsoft services. It provides Single Sign-On (SSO), so when opening any of these applications, if an authorization is needed, you will always be redirected to the same, trusted, company-wide login page….

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08. 09. 2014 NetEye Blog Admin EriZone & OTRS, Non categorizzato

EriZone meets OTRS

Giovedì scorso avevamo la possibilità di visitare il nostro partner OTRS presso la sua sede a Bad Homburg in Germania. Una ottima occasione per scambiarsi relativamente alle nuove funzionalità di WÜRTHPHOENIX EriZone e OTRS. Grazie per la vostra ospitalità e speriamo di rivedervi presto!

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08. 09. 2014 NetEye Blog Admin Asset Management, Service Management

EriZone meets OTRS

Last Thursday we had the possibility to visit our partner OTRS with headquarter in Bad Homburg. A great occasion to talk about new functionalities of WÜRTHPHOENIX EriZone and OTRS. In this way: Thanks for the hospitality and see you again soon!

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08. 09. 2014 NetEye Blog Admin EriZone & OTRS, Unkategorisiert

EriZone meets OTRS

Am Mittwoch waren wir bei unserem Partner OTRS in Bad Homburg zu Besuch. Eine perfekte Gelegenheit um uns über die Situation am Markt und neue Funktionen von WÜRTHPHOENIX EriZone und OTRS auszutauschen. Auf diesem Weg vielen Dank für die Gastfreundschaft und die tollen Gespräche =)

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02. 07. 2014 MarinovMihail Uncategorized

Incident Management und funktionelles Eskalieren mit EriZone powered by OTRS

Unternehmen welche nach ITIL Standards arbeiten, also über einen gut organisierten Service Desk mit 1st, 2nd und 3rd-Level-Support verfügen, benötigen die Möglichkeit Tickets an Spezialisten eines jeweils höheren Service-Levels weiterzuleiten (zu eskalieren). Siehe dazu Img 1

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02. 07. 2014 MarinovMihail Service Management

Incident Management and Functional Escalation with EriZone powered by OTRS

Within organizations that implement ITIL processes and have a well-defined Service Desk, second and third level support, functional escalations are required when support of a higher-level specialist is requested. (Img 1)

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02. 07. 2014 MarinovMihail Uncategorized

Incident Management ed escalation funzionale con EriZone powered by OTRS

Le organizzazioni che seguono gli standard ITIL e quindi gestiscono un Service Desk che permette supporto di primo, secondo e terzo livello, devono avere la possibilità di inoltrare (escalare) un ticket ad un specialista di un livello superiore. (Img 1)

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14. 05. 2014 MarinovMihail Asset Management

Integrazione tra OTRS e OCS Inventory

OTRS è un configuration management system (CSM), compatibile con gli standard descritti in ITIL© v3, che possiede un proprio CMDB per la gestione dei configuration Items (CI) coinvolti nei processi ITIL. OTRS implementa i processi di Service Asset e Configuration Management per garantire che gli asset necessari per erogare i servizi vengano propriamente controllati e…

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14. 05. 2014 MarinovMihail Asset Management, Service Management

CMDB integration between OTRS and OCS Inventory

OTRS is a configuration management system (CSM), ITIL© v3 compliant that has its own CMDB in order to manage configuration Items (CI) involved in ITIL processes. It implements the Service Asset & Configuration Management process to ensure that the assets required to deliver services are properly controlled, and that reliable information about those assets is…

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14. 05. 2014 MarinovMihail Asset Management

CMDB integration between OTRS and OCS Inventory

OTRS is a configuration management system (CSM), ITIL© v3 compliant that has its own CMDB in order to manage configuration Items (CI) involved in ITIL processes. It implements the Service Asset & Configuration Management process to ensure that the assets required to deliver services are properly controlled, and that reliable information about those assets is…

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26. 02. 2014 MarinovMihail Service Management

Incident Management with EriZone/OTRS

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…

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26. 02. 2014 MarinovMihail Uncategorized

Incident Management with EriZone/OTRS

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…

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26. 02. 2014 MarinovMihail Uncategorized

Incident Management with EriZone/OTRS

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…

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