Blog Entries

07. 08. 2018 MarinovMihail EriZone & OTRS, EriZone Security Advisories

EriZone – Security Advisory

A vulnerability has been detected on EriZone – OTRS systems. This vulnerability is classified with a severity of 7.2 (high). Further information regarding this topic can be found at https://community.otrs.com/security-advisory-2018-03-security-update-for-otrs-framework/ To guarantee the security of your system, we recommend applying last released patches for EriZone 5.5.x, 5.4.x and 5.3.x Via Admin >> Package Manager Click on… Read More

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… Read More

25. 06. 2018 MarinovMihail EriZone & OTRS

Signatures on Mobile Devices

Beginning with EriZone 5.5 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. We have provided a new agent… Read More

20. 06. 2018 Mirko Morandini EriZone & OTRS

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… Read More

19. 06. 2018 Gabriele Cecco EriZone & OTRS

A New Transition Action for Activity Management

This article will show you an EriZone innovation you can introduce into your process: a Transition Action for Activity Management. One of the main uses of this new feature is in the area of HR. There is no doubt that onboarding of a new employee in a company requires that multiple activities are fulfilled by… Read More

01. 06. 2018 MarinovMihail EriZone Updates

EriZone 5.4 packages Updates

EriZoneCore-5.4.4.opm Configuration for CC customer search field has been added EriZoneTheme-5.4.4.opm Maintenance message layout problem Label issue on DynamicField on AgenTicketZoom Customer view: symbol “::after” not displayed correctly RichText in QuickTicket view wrong on mobile EriZoneJIRA-5.4.1.opm DoNotSplitJIRATicket parameter is not passed to Daemon task EriZoneActivityManagement-5.4.1.opm Priority is not mandatory for AMActivities, so null should be… Read More

22. 05. 2018 MarinovMihail EriZone Updates

EriZone 5.4 packages Updates

EriZoneCore-5.4.2.opm EriZoneServiceDeskEnhancement-5.4.2.opm EriZoneTheme-5.4.2.opm QuickTicket Template erroneous warning popup message when templete is disabled for service/categoryUpgrade packages via Admin >> Package Manager. The upgrade procedure must be done STRICTLY in the following sequence: EriZoneCore EriZoneServiceDeskEnhancement EriZoneTheme Remaining EriZone packages

18. 05. 2018 admin EriZone & OTRS, NetEye

NetEye customer “beegy” awarded as “Innovator of the year”

The renowned German economic magazine “brand eins” recently honored the most innovative companies in Germany. In the energy and environment sector long lasting NetEye customer “beegy” headquartered in Mannheim is listed on top of the podium. beegy has created a suite of remote-controlled photovoltaic panels, Tesla Powerwalls, and charging points for electric vehicles. These services… Read More

17. 05. 2018 Paolo Lioni EriZone & OTRS, NetEye

Our first “Stay tuned” NetEye & EriZone meeting

Sharing inspiring experiences and exciting news on NetEye and EriZone:  These were the two main ingredients that made our first Stay Tuned meeting a success. With the idea of always keeping our customers up to date on the latest innovations in the IT Service management and monitoring fields, we have organized a roundtable for a… Read More

02. 05. 2018 Charles Callaway EriZone & OTRS, Release Notes

EriZone 5.4 Release Notes

Welcome to the latest version of our Service Management solution EriZone version 5.4. Product: EriZone Release Number: 5.4 Release Date: April 30, 2018 Release Type: Minor Previous Release: 5.3 These release notes for EriZone 5.4 describe new features and improvements and provide information on how to upgrade. Enhancements Scalable priority management for activities in Activity Management. This feature enables organizations to… Read More

26. 04. 2018 admin EriZone & OTRS, NetEye

NetEye & EriZone User Group: Presentation review

On the 18th April in Munich the second edition of our German NetEye & EriZone User Group took place at the Microsoft HQ in Munich. The yearly customer event also in its German edition proved to be an important sharing platform for the definition of our solutions’ new evolution phase. What resulted from the presentations and dedicated… Read More

20. 04. 2018 admin EriZone & OTRS, NetEye

Impressions NetEye & EriZone User Group

A big thank you to all participants of this year´s German edition of the NetEye & EriZone user Group.
Find here some first pictures of the event….

13. 04. 2018 MarinovMihail EriZone Updates

EriZone 5.3 packages Updates

EriZoneCore-5.3.9.opm PrivateTicket on CustomerUserUpdate Event not working correctly (EZ-753) The “possible for” for closed tickets is not considered for email followups EriZoneServiceDeskEnhancement-5.3.9.opm TicketToProcess Event customer process criteria (EZ-751) EriZoneTheme-5.3.8.opm Upgrade packages via Admin >> Package Manager. The upgrade procedure must be done STRICTLY in the following sequence: EriZone Core EriZoneServiceDeskEnhancement EriZoneTheme Remaining EriZone packages

04. 04. 2018 admin EriZone & OTRS, NetEye

Don’t miss the upcoming User Group!

Don’t miss your chance to join the coming NetEye & EriZone User Group on April 18th in Munich. It’s our central customer meeting to discuss important issues on new solution developments, to learn about experiences in the adoption of the solutions and to find best practices that suit your business needs. See here the agenda with the… Read More

01. 04. 2018 Gabriele Cecco EriZone & OTRS

Easily Connect EriZone with Power BI Desktop to Create Effective Dashboards

It is said that a picture is worth a thousand words; in the case of data representation, this is even more true. Let’s take a step back and focus on the data. When analyzing or reviewing a ticketing system, it may be that simple questions do not have easy answers.  For example: What are the most… Read More

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