Blog Entries

21. 12. 2018 Gabriele Cecco EriZone & OTRS

Facilities? Make Them Organized!

Speed is not enough Japan, Chiba Prefecture:  A blue van with a mustachioed little man on board speeds quickly through the area of the Makuhari Messe I.C. Complex. From a distance, the clerk at the gate, even though already warned via Telegram about the urgency, recognizes him immediately: a bit from the screech of the… Read More

17. 12. 2018 Mirko Morandini EriZone & OTRS

I’ll show you “my Assets”!

“Alexa, please tell me all the devices assigned to me!” – This may not be a frequent request in the life of a service manager (yet). However, giving your customers visibility of the assets registered in their name is a sign of transparency, trust and good organization. But let’s start from the beginning of the… Read More

06. 11. 2018 Luca Buonocunto EriZone & OTRS, NetEye

NetEye/EriZone as Enterprise Service Management Governance Enablers

Enterprise service management deals not only with IT processes, but also with interrelated end-to-end business processes.  Its main goal is to put into motion policies crafted by senior management in accordance with a specific governance framework in order to bring value and cost savings across the enterprise.  It is important to note that these policies… Read More

05. 11. 2018 Charles Callaway EriZone & OTRS, Release Notes

EriZone 5.6 Release Notes

Welcome to the latest version of our Service Management solution EriZone version 5.6. Product: EriZone Release Number: 5.6 Release Date: October 31, 2018 Release Type: Minor Previous Release: 5.5 These release notes for EriZone 5.6 describe new features and improvements, and provide information on how to upgrade.Enhancements Upgrade OTRS from 5.0.28 to 5.0.30. Upgrade Grafana… 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

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

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

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

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

01. 04. 2018 Luca Buonocunto EriZone & OTRS

Data Breach vs. ITIL Incident and Problem Management Processes

The GDPR legislation that will come into force on May 25, 2018 introduces, among the various obligations of the Holder of the personal data, the reporting of Data Breach events to the privacy Guarantor within 72 hours (and in any case, without delay), where a data breach includes any event concerning the violation of personal… Read More

21. 03. 2018 MarinovMihail EriZone & OTRS

Process Activity Dialog Links for Common Ticket Actions

OTRS and EriZone are widely used as trouble ticketing systems. They have a rich set of standard common ticket actions used for ticket management. Some common actions are used for ticket classification – “Priority and Services”, “Additional ITSM Fields”, “Queue” – others for role assignment – “Owner”, “Customer” – still others for communication – “Note”,… Read More

15. 03. 2018 Giuseppe Di Garbo EriZone & OTRS

EriZone for the Optimization of IT and HR Communication

How important is the communication between IT and HR departments? One of the most complex situations I have to face during consultancy with our customers is the communication between the IT and the HR department. HR personnel have to manage information on new hires, resignations, reassignment and internal travel on a daily basis. Each of… Read More

13. 03. 2018 Arianna Cunaccia Application Performance Management, Asset Management, EriZone & OTRS, Log Auditing, NetEye, NetEye ITOA

Out Now – The New NetEye & EriZone Training Program

Ready to take your IT process skills beyond the traditional?  Our new training offerings will help you acquire, maintain and improve your knowledge and skills around our solutions.  This year’s training program contains courses for NetEye, EriZone or Alyvix customers and partners, each lasting between 2 and 4 working days. The main focus will be… Read More

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