Blog Entries

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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17. 12. 2018 Mirko Morandini Service Management

I’ll show you “my Assets”!

“Alexa, please tell me all the devices assigned to me!” – This may not be a frequent request in the life of a service manager (yet). However, giving your customers visibility of the assets registered in their name is a sign of transparency, trust and good organization. But let’s start from the beginning of the…

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27. 09. 2018 Mirko Morandini Service Management

Creating Tickets from QR-Codes and Asset Numbers

You need to print some training material, but after a few pages the color printer stops and just shows some error code… so what happens next? You phone the IT department, telling them who you are and where you are, guessing which printer it is… possibly the color printer on 3rd floor of the North…

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20. 06. 2018 Mirko Morandini Service Management

Managing 3rd Level Support with EriZone

I often get asked to explain the “best way” to involve partners that provide external (3rd level) support. In IT service management, 3rd level support is commonly defined as the external providers that need to be involved when the first level support and the specialists in 2nd level support cannot provide, or are not able…

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07. 02. 2018 Mirko Morandini Service Management

Reporting, Document Management and Risk Evaluation with EriZone

EriZone is mainly used as an (IT) SM tool to manage incidents, service requests and changes, and to document the assignment and return of devices. However, a ticket system like EriZone can also support other processes – for example, those that need to provide structured documentation. In fact, many standards require reporting risks or other…

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08. 01. 2018 Mirko Morandini Service Management

Enhanced Statistics in EriZone

A service desk system such as EriZone leads users to pursue recommended processes and is thus able to gather a large amount of structured data. In addition to EriZone’s standard dynamic statistics, which can be assembled and configured by the agents themselves on the web interface by combining the data sets provided by the API,…

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