Blog Entries

07. 03. 2018 MarinovMihail Downloads / Release Notes, Service Management

EriZone 5.3 packages Updates

EriZoneCore-5.3.7.opm Typo errors EriZoneServiceDeskEnhancement-5.3.7.opm Radius authentication characters accepted (EZ-743) Put ‘|’ as a separator for multi values in TicketAggregatedTime.pm and TicketAggregatedTimeOnline.pm (EZ-744) EriZoneTheme-5.3.7.opm Error text messages not readable under Ticket Notification Management (WD-546) Wrong width for Date field on customer interface (WD-551) Customer FAQ box bad style (WD-547) CustomerPanelCreateAccount not working (WD-549) Customer-side To field…

Read More
26. 02. 2018 NetEye Blog Admin Events, NetEye, Service Management

NetEye & EriZone User Group

The coming NetEye & EriZone User Group will take place on April the 18th in Munich. As in the past editions attendees will have the opportunity to get involved, share and be inspired, gaining insights from NetEye and EriZone customers and learn how to best use an integrated IT Service and System Management approach. The…

Read More
14. 02. 2018 Valentina Da Rold NetEye, Service Management, Unified Monitoring

How to debug web app on iOS devices using a Windows PC

Both EriZone and NetEye 4 are capable to work on Android or iOS mobile devices. As many of you already known, mobile browsers work differently from their desktop version and could happen that your application works flawlessly on desktop, but something is broken on mobile. What can you do in this case to understand the…

Read More
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…

Read More
22. 01. 2018 MarinovMihail Service Management

Ticket Templates Based on Selected Service and Category

EriZone 5.3 introduced new templates based on selected service and category. Those templates are used in the new Quick Ticket functionality, but can also be reused in all ticket creating masks. So once the service and category have been selected, the subject and/or the body can be pre-filled with the data of the template. In…

Read More
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,…

Read More
04. 01. 2018 Patrick Zambelli Downloads / Release Notes, Service Management

EriZone 5.3 Release Notes

Welcome to the latest version of our Service Management solution EriZone version 5.3. Product: EriZone Release Number: 5.3 Release Date: December 31, 2017 Release Type: Minor Previous Release: 5.2 These release notes for EriZone 5.3 describe new features and improvements and provide information on how to upgrade. Enhancements Quick ticket creation by image toolbar Customers…

Read More
02. 01. 2018 Patrick Zambelli Downloads / Release Notes, NetEye, Service Management

NetEye 3.12 and EriZone 5.3 have been released!

We are proud to announce the release of new minor versions of our IT System & Service Management solutions NetEye and EriZone. The latest version of our NetEye Unified Monitoring Solution introduces new Business Priority management, and improvements to asset management, NetEye API, Grafana and GLPI contact integration. On the other hand, EriZone 5.3 includes…

Read More
29. 12. 2017 Mirko Morandini Service Management

Efficient Service Desk Configurations with EriZone

In a previous blog post, Towards Self-Adaptive Service Desk Systems, I identified three basic service desk configurations for the practical management of service requests and incidents. In this article, you will find an overview and further details about these service desk configurations, including recommendations on how to work effectively with them in EriZone. I also…

Read More
22. 12. 2017 Gabriele Cecco Service Management

An Underestimated Indicator: AccountedTime

The realization of an effective Service Desk should be considered a success.  On the other hand, the possibility of increasing efficiency is a necessary benefit for containing infrastructure costs, or for invoicing them to users with a pay-per-use model. The metrics and KPIs that we already use help us to measure service desk tasks, user…

Read More
21. 12. 2017 Giuseppe Di Garbo NetEye, Service Management

The Role of IT Asset Management in GDPR Compliance (Part II)

In my previous article I introduced what GDPR (General Data Protections Regulations) is, what measures it introduces, and how IT asset management (ITAM) can support it. In this second post we’ll see which IT asset management modules are available in NetEye, our IT System Management solution. Introduction Within ITSM (IT Service Management), ITIL defines the…

Read More
20. 12. 2017 Gabriele Cecco Service Management

How to Integrate the EriZone Customer Database with Web Services

One of the key points in the EriZone configuration is the connection to the database that contains information on the users of the system. A database without information on users has a negative effect on the incident management process. Let’s imagine that you are a Service Desk operator who has to work on an urgent…

Read More
27. 11. 2017 Luca Franzoi Service Management

EriZone – Security Advisory

A vulnerability has been detected on the agent interface of the EriZone – OTRS system. The following is valid for all OTRS 3.3.x, Erizone 3.x and EriZone 5.x systems. This vulnerability takes advantage of a Code injection in Kernel/System/Spelling.pm and is classified with a severity of 8.6 (high). To guarantee the security of your system,…

Read More
27. 11. 2017 Luca Franzoi Service Management

EriZone – Security Advisory

A vulnerability has been detected on the agent interface of the EriZone – OTRS system. The following is valid for all OTRS 3.3.x, Erizone 3.x and EriZone 5.x systems. This vulnerability takes advantage of a Code injection in Kernel/System/Spelling.pm and is classified with a severity of 8.6 (high). To guarantee the security of your system,…

Read More
27. 11. 2017 Luca Franzoi Service Management

EriZone – Security Advisory

A vulnerability has been detected on the agent interface of the EriZone – OTRS system. The following is valid for all OTRS 3.3.x, Erizone 3.x and EriZone 5.x systems. This vulnerability takes advantage of a Code injection in Kernel/System/Spelling.pm and is classified with a severity of 8.6 (high). To guarantee the security of your system,…

Read More

Search by technology

Contact

Contact us
Serviceportal

Archive