Blog Entries

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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07. 03. 2019 Patrick Zambelli NetEye

Monitoring Maps to Support Your IT Incident Management

Integration of NagVis monitoring maps into the monitoring details view of NetEye 3 with Thruk

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05. 08. 2016 Gabriele Cecco EriZone & OTRS

Process Automation with EriZone

As an EriZone consultant I stand at our customers’ side during phases of process changes. Mostly, it is not to change the fundamentals of the workflows, since the companies usually have them already clearly defined and well described in many documents. The challenge is to translate the processes by using a tool that allows to…

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02. 07. 2014 MarinovMihail EriZone & OTRS, Uncategorized

Incident Management and Functional Escalation with EriZone powered by OTRS

Within organizations that implement ITIL processes and have a well-defined Service Desk, second and third level support, functional escalations are required when support of a higher-level specialist is requested. (Img 1)

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26. 02. 2014 MarinovMihail EriZone & OTRS

Incident Management with EriZone/OTRS

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…

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28. 11. 2012 Oreste Attanasio EriZone & OTRS

OTRS 3.2 beta

The OTRS AG group released a new beta version of OTRS 3.2. We will try out and review the new beta version very soon; for now, we will briefly introduce the main functionalities  offered by this new major update, whose final release is planned for the end of January.Customer Information Center In order to improve the…

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