The new package FAQ 2.3.6 has been published in the EriZone repositories to overcome the OSA-2016-01 Information Disclosure Vulnerability. The package has been published for the EriZone releases 3.3, 3.4 and 3.5 You can update the FAQ package if you are using it following the sequence: Update the Package Manager repository information and upgrade the…
Read MoreEnhancements New postmaster filter for unknown emails: it is possible to assign a CustomerID for unknown emails based on the email domain, and fully configurable. Optionally, also a new customer could be created representing this email address. New Transition action that enables process tickets to copy dynamic field values to a child and back is…
Read MoreSometimes it is required to trace login/logoff activities of the administrator in order to be compliant with legal guidelines or simply for security reasons (see also our article “What to do with all those logs“). The Safed agent for Windows can be easily configured to collect administrator’s login/logoff. The agent is deployed with some administrator discovery commands,…
Read MoreThe new EriZone 3.4 version supports the Change Evaluation process according to ITIL v3 rev.2011. Let’s see briefly what Change Evaluation process is and how it is supported in EriZone. ITIL defines a change as “the addition, modification or removal of anything that could have an effect on an IT service” and the Change Management…
Read MoreMajor Enhancements Change Evaluation Module A new bunch of features to provide a consistent and standardized means of determining the performance of a service change in the context of likely impacts on business outcomes, and on existing and proposed services and IT infrastructure. Budgeting Budget information in terms of operating and capital expenses. Evaluation Evaluation…
Read MoreTwo new packages have been published to overcome the following two vulnerabilities of the OTRS framework on which EriZone is based: Security Advisory 2015-02: Scheduler Process ID File Access Security Advisory 2015-01: Vulnerability in OTRS iPhoneHandle interface allows user with valid session privilege escalation The packages have been published for the EriZone releases 3.1, 3.2 and 3.3…
Read MoreThe new 1.8.0 version of Safed enables the collection of log events from Applications and Services Logs (custom EventLogs). An example of custom log collection configuration is shown in the following screenshot. In the custom dropdown list the registered Applications and Services Logs are shown. The same list can be seen using the Windows Event…
Read MoreSometimes, especially for security reasons, it is important to know if the USB ports of a server have been used and what kind of operation has been carried out. Well, with the new version 1.7.0 of the Safed agent it is possible to monitor the USB ports for Windows Vista 2008 and later versions. Now…
Read MoreWithin 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)
Read MoreOTRS 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…
Read MoreIn this post I would like to introduce you an interesting feature of EriZone (powered by OTRS) – named Ticket CC. Briefly, EriZone agents and customers are now able to select through the customer and agent web portals other customers with the same CustomerID as the customer of the ticket and/or agents with ‘wr’ permissions…
Read MoreIncident 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,…
Read MoreOTRS is a Help Desk and ITSM system, ITIL v3 certified by Pink Elephant. Indeed it makes available the basics for most of the ITIL Service Operation (and Transition) processes and combines them with a customer centric communication model. All ITSM features are described by OTRS except how processes are defined. For this reason I…
Read MoreAs well known, the Safed agent for Windows can collect events from the event log, filters them and forward the matched records to a centralized syslog server. There are some preconfigured set of events concerning basic activities that have to be tracked. The first one, and probably the most famous due to existing law conformity…
Read MoreThe new version of Safed 1.6.7 comes with a new system administrator discovery executable based on .Net. This version is compatible with old version configurations ( < 1.6.5). Pay attention, the 1.6.6 version that came few days ago had had the same feature but when upgrading an old installation, the system admnistrator discovery configuration of…
Read More