Blog Entries

23. 08. 2022 Mirko Morandini Service Management

Should I Implement a Complex or a Lightweight Service Catalogue?

Creating a “Service Catalogue” What do you do all the day in your IT department? You provide services, in this case IT-related services, to the employees of your company. This includes the personal services for each employee, depending on his/her position and tasks (computers, software, internet connection, etc.) and all the strategic services for running…

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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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22. 12. 2021 Mirko Morandini Asset Management, Unified Monitoring

IPTool: The Fastest Way to Answer Any Question about IPs and Hostnames in Your Network!

Or: a Tool for Collecting, Browsing and Analyzing IP and Hostname Data Available Across Your Organization Take any discretely large, organically grown company network, and you’ll find an interplay of heterogeneous servers, network devices, computers, printers, virtual machines, embedded devices and more. Do you have documentation on all the assets in the network, both the…

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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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14. 06. 2021 Mirko Morandini Asset Management, Service Management

GLPI: the “Swiss army knife” of IT Management

A knife, a saw, a pair of scissors, two screwdrivers, … Having specialized tools at hand when you need them can be convenient. But all these tools together are heavy, bulky and don’t suit everyone’s pocket (budget as well as size!). That’s why the Swiss knife has had and still has such success: you get…

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11. 01. 2021 Mirko Morandini Downloads / Release Notes, Service Management

EriZone 5.9 Release Notes

Welcome to the latest version of our Service Management solution EriZone version 5.9. Product: EriZoneRelease Number: 5.9Release Date: January 7, 2021Release Type: MinorPrevious Release: 5.8 These release notes for EriZone 5.9 describe changes and improvements, and provide information on how to upgrade. Enhancements Upgrade of OTRS to 5.0.42 including security updates and improved translations. Postmaster filter AttachmentsToXField.pm:…

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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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17. 09. 2020 Mirko Morandini Unified Monitoring

EriZone: CentOS 6 EOL: Plan Your Migration to CentOS 7 Now!

Dear EriZone customers! Some of your EriZone VMs are still working on CentOS 6, which will reach its End of Life on November 30th, 2020. This means that no new security or bugfix updates will be released after this date. You can check this by running the command: rpm -q centos-release which will tell you…

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25. 03. 2020 Mirko Morandini Service Management

Informing Customers on the EriZone Web Interface

Your web shop is down, a fact that was already reported by your monitoring system.  After two minutes the first customer sends in a ticket, asking if you’re aware of the problem.  And then another 12 customers after him, resulting in 13 quite useless tickets. Or perhaps you have a planned ERP downtime, and you’ve…

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28. 12. 2019 Mirko Morandini Log-SIEM, Service Management

EriZone ISMS: The Tool for ISO 27001 Documentation

As a Christmas gift, my dear friend and colleague Gabriele presented the EriZone ISMS tool, a specifically customized and configured EriZone to support the documentation of a company’s Information Security Management System based on ISO/IEC 27001. Follow this link to read his post first: https://www.neteye-blog.com/2019/12/use-erizone-to-maintain-and-improve-an-isms-based-on-iso-27001/. In this post I will give more technical details about…

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17. 12. 2019 Mirko Morandini Service Management

Fast & Simple: Use the Browser Search Bar to Search in EriZone!

Today I’ll present you a hidden gem in EriZone and OTRS: With a few clicks, your favorite browser’s search bar will be able to search for ticket numbers or full text in EriZone. The browsers’ search and address bar fields come with some predefined search engines, but can also be extended with your own searches….

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02. 10. 2019 Mirko Morandini Service Management

Integrating EriZone with Monitoring Tools

Two screens for monitoring, ticketing, event management, CRM, project management and Outlook, and at least another two screens for all the applications that you need to manage… that often seems to be the minimum for working efficiently. However, you probably don’t want your office to look like a NASA flight control room… To organize the…

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25. 06. 2019 Mirko Morandini Service Management

Kanban Boards 看板 in EriZone

These whiteboards with handdrawn swimlanes and lots of apparently randomly placed sticky notes are present nowadays in most developers’ offices. Kanban (Japanese for “signboard”) is however not just a visualization strategy. It originated as a method for production planning, first used at Toyota, and its ideas were adopted for software development 15 years ago. A…

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29. 03. 2019 Mirko Morandini Service Management

Importing and Exporting Data

A service management system collects an enormous amount of ticketing data, which often needs to be used for statistical evaluation, accounting purposes, monitoring the involvement of 3rd party companies, etc.  EriZone provides several different means to extract this data: On the web interface, you can save search results as CSV or Excel files, and then run…

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28. 12. 2018 Mirko Morandini Service Management

Tickets, Tickets, Tickets, Tickets! (or, How to Create “Good” Tickets)

Tickets, ticket tickets. Tickets tickets ticket (tickets), tickets tickets. Stop! I don’t want to paraphrase Doug Zongker’s celebrated “Chicken” paper and speech (you can find it here https://www.youtube.com/watch?v=yL_-1d9OSdk) that probably had a bigger influence to science than Hugo Ball’s Dadaism poems to culture… Ok, let’s come back to our topic! …Tickets, tickets, tickets! Of course,…

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