Blog Entries

03. 10. 2019 Gabriele Cecco EriZone & OTRS

How to Reduce the Open Tickets Number in an IT Service Desk and Live Peacefully

If you think you don’t need to reduce the open tickets number in your Service Desk, ask your Service Desk Manager how many they are. Take care that Open Tickets are all those not closed (in all queues), no cheating! Did you do it? Did the answer surprise you? Then keep reading because this article…

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02. 10. 2019 Mirko Morandini EriZone & OTRS

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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31. 07. 2019 MarinovMihail EriZone & OTRS, Release Notes

EriZone 5.7 Release Notes

Welcome to the latest version of our Service Management solution EriZone version 5.7. Product: EriZoneRelease Number: 5.7Release Date: July 31, 2019Release Type: MinorPrevious Release: 5.6 These release notes for EriZone 5.7 describe new features and improvements, and provide information on how to upgrade. Enhancements ACL can now be applied for Categories in customer ITSM Advanced (EZPROD-18) Addition…

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24. 07. 2019 Luca Buonocunto EriZone & OTRS, NetEye, Security

5 Bullet Points for Information Security Incident Management

Modern society has continued its increasing use of digital solutions, and today large amounts of sensitive data are stored digitally.  As the value and sensitivity of this information increases, the number of potential threats will increase accordingly. Verizon Enterprise’s RISK team recently published a report in cooperation with the United States Secret Service (USSS), the…

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25. 06. 2019 Mirko Morandini EriZone & OTRS

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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25. 06. 2019 Gabriele Cecco EriZone & OTRS

EriZone: A Simpler Way to Make Your Processes Simple

Dozens of new toy ideas arrive every day at Kenner Toys. Each of them must be evaluated and approved by all three partners: the brothers Huey (the Marketing Manager), Dewey (the Sales Manager) and Louie (the Finance Manager). They often travel to remote places around the world so it is Uncle Donald who must verify…

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15. 04. 2019 NetEye Blog Admin EriZone & OTRS

The NetEye User Group

Imagine sitting in this 1929 racing Bugatti and risking an accident – well, you’d better not do that. But the good news is: Predictive analytics with NetEye will usher in a new era of accident-free pipeline monitoring. This year´s German NetEye User Group perfectly combined the fascinating world of vintage race and sports cars with…

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29. 03. 2019 Mirko Morandini EriZone & OTRS

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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26. 03. 2019 Gabriele Cecco EriZone & OTRS

Add Some Style to Your Notifications

Some time ago, a customer told me about his need to produce, via EriZone, a summary document containing the data collected in the ticket dynamic fields. One way to do this is to take advantage of the EriZone Ticket Notification Module. Using the native editor in the notification module, I created an HTML table and…

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26. 02. 2019 MarinovMihail EriZone & OTRS, EriZone Updates

EriZone 5.6 packages Updates

EriZone-5.6.6.opm EriZoneCore-5.6.6.opm EriZoneTheme-5.6.6.opm Fixes:– Submenus cannot be selected due to previous fix (EZ-717) Upgrade packages via Admin >> Package Manager.The upgrade procedure must be done STRICTLY in the following sequence:EriZoneEriZoneCore(EriZoneServiceDeskEnhancement)EriZoneTheme

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20. 02. 2019 MarinovMihail EriZone & OTRS, EriZone Updates

EriZone 5.6 packages Updates

EriZone-5.6.5.opm EriZoneCore-5.6.5.opm Fixes: – Pressing ‘enter’ after editing a field will Delete Note contact (EZ-791) – Ticket Attributes are automatically populated on GA insert (EZ-790) – DropdownFromDB field not working on AgentTicketMove (EZ-789) – Select does not disappear automatically after choice (EZ-717) – Time units position not uniform between action windows (EZ-788) – Link to…

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18. 02. 2019 NetEye Blog Admin EriZone & OTRS, NetEye

Defining the program oft this year´s SFScon

At last week´s Stakeholder meeting, we defined the concept and content of the coming SFScon conference. Practicing innovation with Rust and AI for the further enhancement of NetEye, stirring new strategies in monitoring software with Alyvix, Speed dating career opportunities addressing young IT top talents to get in front of top tech development trends, foto…

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31. 01. 2019 Arianna Cunaccia EriZone & OTRS, NetEye, ntop

Upskill Your Expertise!  Our 2019 Training Program Is Out Now!

Explore advanced monitoring techniques and approaches, gain a thorough grounding in Service Management strategies and achieve advanced skills in Performance Management. Our commitment is to provide the best expertise and training practices for you as NetEye, EriZone or ntop user. Join the program that individually fits to your personal needs and get in-depth knowledge on…

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23. 01. 2019 MarinovMihail EriZone & OTRS, EriZone Updates

EriZone 5.6 packages Updates

EriZone-5.6.4.opm EriZoneCore-5.6.4.opm Fixes: – Edit a note with html comment code in the text don’t work correctly (EZ-784) – CC field emptied on wrong name writing (EZ-785) EriZoneTheme-5.6.4.opm – Empty body quick ticket are not created and no error is displayed (EZ-786) Upgrade packages via Admin >> Package Manager. The upgrade procedure must be done…

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28. 12. 2018 Mirko Morandini EriZone & OTRS

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 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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