Blog Entries

10. 07. 2017 Gabriele Cecco EriZone & OTRS

Keeping an eye on your EriZone process tickets

Usually, during a new EriZone implementation, we are not just implementing “simple” Incident Management, but also defining processes to standardize existing procedures within the company. Investing time now in the implementation of a standardized process will pay dividends later, especially in the case of multilevel authorizations or other workflows where the ticket needs to follow…

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05. 07. 2017 Mirko Morandini EriZone & OTRS

Towards Self-Adaptive Service Desk Systems

If you don’t work in the field of IT service management, you might suppose that a service desk, and especially an IT service desk, is something quite standard… having similar services and a similarly structured support staff structures across all companies. However, despite having (apparently) a very similar goal and trying to follow a common…

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29. 06. 2017 Gabriele Cecco EriZone & OTRS

Quick Ticket Template

“Is there any way to speed up opening new tickets?” This is a typical question new EriZone customers ask during project implementation. The reason is quite obvious: If you have a large Service Desk team that is opening several hundred tickets each day, every second counts. Especially in situations where the resolution time is critical,…

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03. 05. 2017 Patrick Zambelli EriZone & OTRS, NetEye, Release Notes, Release Notes

NetEye 3.10 and EriZone 5.1 have been released!

We are proud to announce the release of new minor versions of our IT System & Service Management solutions NetEye and EriZone. Go to the official  Release Notes of NetEye 3.10 (IT System Management solution) Go to the official Release Notes of EriZone 5.1 (IT Service Management solution)

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17. 01. 2017 Patrick Zambelli Uncategorized

EriZone 5 ist ab sofort verfügbar!

EriZone hat sich zu einer umfangreichen Service Management Lösung weiterentwickelt, deren Funktionalitäten-Spektrum den hohen Anforderungen von Unternehmen im Enterprise-Umfeld gerecht wird. Die wichtigsten Verbesserungen der neuesten Version betreffen die Bereich Service Level Management und Service Catalogue Management, sowie die Automatisierung von Prozessen und Aktivitäten. Neben technischer Erweiterungen wurde auch die grafische Benutzeroberfläche komplett neu gestaltet.

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17. 01. 2017 Patrick Zambelli EriZone & OTRS, EriZone & OTRS, EriZone & OTRS, Release Notes

EriZone 5 has been released!

EriZone has evolved over the last years, becoming a comprehensive Service Management solution to address enterprise requirements. The most significant enhancements of the latest version regard the areas of Service Level Management and Service Catalogue Management, as well as the introduction of new functionalities to automate and reuse processes and activities. Besides technical extensions, the…

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17. 01. 2017 Patrick Zambelli Uncategorized

EriZone 5 è stato rilasciato!

L’evoluzione di EriZone nel corso degli anni, ha portato il sistema a diventare una soluzione di Service Management completa che fornisce ampie possibilità per rispondere anche alle esigenze più complesse e a livello enterprise. Il rilascio della versione 5 arricchisce la soluzione con importanti funzionalità e miglioramenti soprattutto nelle aree di Service Level Management e…

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17. 01. 2017 MarinovMihail Uncategorized

EriZone 3.6 ist ab sofort verfügbar!

Enhancements Gefilterte Ticket-Ansicht für Service Owner, Manager und Service Watcher: z.B. sehen Service Owner nur jene Tickets, die einen Service betreffen, für den sie auch tatsächlich die Owner-Rolle innehaben. Einschränkung der Ansicht von Company-Tickets auf die verfügbaren Dienste: Kunden sehen nur jene Tickets ihres Unternehmens, welche einen Service betreffen, der für die jeweilige Person freigeschalten ist. [mehr…

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17. 01. 2017 MarinovMihail Uncategorized

EriZone 3.6 è stato rilasciato!

Enhancements Visualizzazione dei ticket per i service owner, manager e service watcher: i service owner possono visualizzare solamente i ticket aperti per i servizi dei quali sono gli owner. Visualizzazione ristretta dei Company ticket in base ai servizi disponibili: i clienti possono visualizzare solamente i ticket relativi ai servizi a loro abilitati Filtri sui servizi…

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17. 01. 2017 MarinovMihail EriZone & OTRS, EriZone & OTRS, EriZone & OTRS, Release Notes

EriZone 3.6 has been released!

Enhancements Filtered ticket-view for service owner, manager and service watcher: service owners can see only tickets opened of services on which they have the owner role. Restricted company-ticket-view to available services: customer can see only tickets relative to services they were enabled to. [more details here] Filter services shown to agents: realize multi-tenancy based on services….

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12. 01. 2017 Mirko Morandini Uncategorized

Effizientes Verwalten von Supportanfragen und Autorisierungen mit Kind-Tickets

Prozesse, an denen mehrere Verantwortliche und Kompetenzzentren beteiligt sind, werden in EriZone häufig mit Hilfe des Konzeptes des Kind-Tickets implementiert. Kind-Tickets sind eigenständige Tickets, die von einem Eltern-Ticket ausgehend erstellt werden und mit diesem verlinkt sind. Je nach Anwendungsfall können die Eigenschaften für das neue Kind-Tickets, wie Titel, Service, Ticket-Typ oder Antragsteller (Kunde) direkt vom Eltern-Ticket…

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12. 01. 2017 Mirko Morandini EriZone & OTRS, EriZone & OTRS, EriZone & OTRS

Efficient management of support requests and authorizations by using child tickets

In EriZone, processes that require the involvement of multiple responsible persons and different competence centers are often implemented by using the concept of child ticket. Child tickets are independent tickets that are created from and linked to their so-called parent tickets. Depending on the specific use case, it is possible to copy data and properties…

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12. 01. 2017 Mirko Morandini Uncategorized

Gestione efficiente di richieste di supporto e autorizzazioni tramite ticket figli

In EriZone i processi nei quali sono coinvolti più persone responsabili e diversi centri di competenza, vengono spesso gestiti tramite l’implementazione del concetto del ticket figlio. Ticket figli sono dei ticket autonomi che vengono creati su base del loro ticket padre, restando comunque collegati con esso. A seconda del caso di utilizzo, le caratteristiche del ticket…

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15. 12. 2016 MarinovMihail EriZone & OTRS

Preview EriZone 3.6: Reduce company ticket view to accessible services

Within EriZone, customers can visualize their own tickets (though “My Tickets” view) and all the tickets created from other employees of their company (though “Company Tickets” view) in the Customer Web Self-Service Portal. In order to restrict the view to those company tickets, which concern the available services for the logged customer, a new filter…

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09. 10. 2015 Martin Fischer EriZone & OTRS

Is a CMDB a Deciding Factor For Service-Oriented Companies?

To keep it short, I could simply answer this question with “Yes”. Regularly, one of the central requirements of service management projects is the introduction/integration of a CMDB. From my experiences gained from customer projects, I can just confirm this. What does this mean in terms of practical application? In this first article, I would…

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