Blog Entries

15. 10. 2018 NetEye Blog Admin EriZone & OTRS, NetEye

A review of our it-sa presence

From the 9th to the 11th of October, we presented NetEye and EriZone at Europe’s largest IT security fair trade, the it-sa in Nuremberg, Germany.  In recent years, this trade show has underscored its role as one of the world’s most important IT security exhibitions in Europe. 700 exhibitors from 27 countries, and 14,290 trade… Read More

27. 09. 2018 Mirko Morandini EriZone & OTRS

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… Read More

25. 09. 2018 Gabriele Cecco EriZone & OTRS

Be Like Bill. Talk To Your EriZone Consultant.

It’s 16:00 on the first Friday in April Jeff is sitting in his office chair, and responds at the first ring of his CISCO VoIP phone. Bob’s screams come out of the receiver and Jeff instinctively pulls it away from his ear. Bob isn’t satisfied that the tickets opened by his group are always resolved… Read More

21. 09. 2018 Susanne Greiner EriZone & OTRS, NetEye

HackTheAlps Challenge with Würth Phoenix

We are proud to participate as HackTheAlps PlatinSponsor and really curious about what you are going to do to our data! Visual Synthetic Monitoring with Alyvix – User Experience – Enjoy Your Holiday! Most people hate being away from the Internet even when they are on holiday. Many of them might choose a location where… Read More

24. 08. 2018 Karlis Upitis EriZone & OTRS

Images in EriZone notification emails

Images in scalable vector graphics format (SVG) are wonderful!  They’re crispy on retina displays, resizable without losing image quality, and usually take less space.  That means a faster loading time for the web page. But what about SVG in email?  Although web technologies have developed rapidly, HTML-enhanced email is struggling to keep up.  Using SVG… Read More

21. 08. 2018 MarinovMihail EriZone Updates

EriZone 5.5 packages Updates

EriZoneCore-5.5.2.opm EriZoneServiceDeskEnhancement-5.5.2.opm Ticket template based on selected service and category – check template change on new service selection has been enabled EriZoneTheme-5.5.2.opm Logo can be shown in external email notifications with Outlook client. In order to enable that feature create a png/jpeg logo and set Framework >> Frontend::Agent >> AgentLogoEmail config item via Admin >>… Read More

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 NetEye Blog 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

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