Blog Entries

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… Read More

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… Read More

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…. Read More

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… Read More

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… Read More

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… Read More

30. 11. 2015 Nicola Degara EriZone & OTRS

BPM and ITIL for a Continual Improvement

The Creation of a Service Portfolio During the Service Strategy in ITIL, before starting with the redaction of a Service Portfolio it is important to obtain a wider overview of the Company Services that are recognized by the Business independently on their state of implementation: No longer offered: where do we come from? Currently active and… Read More

08. 05. 2014 Arianna Cunaccia EriZone & OTRS, NetEye

NetEye and EriZone at the Open Source Conference in Padua

Yesterday we took part in the Open Source Conference held in Padua. Andrea, during his speech, outlined the strengths of an Open Source strategy for the IT services management through the adoption of NetEye and EriZone. The IT System & Service Management solutions presented during the event represent a real opportunity for the evolution of… Read More

12. 03. 2014 Arianna Cunaccia EriZone & OTRS, NetEye, Real User Experience Monitoring

Open Source System Management: the workshops

Would you like to understand the potential of the ITIL processes implemented with EriZone/OTRS ? Or do you want to deepen your knowledge in the End User Experience monitoring? Or are you curious to know what will be the future development of Nagios as an open project ? On April 11th, at the Würth Phoenix… Read More

24. 01. 2014 NetEye Blog Admin EriZone & OTRS

“Enterprise Request Information” The launch of the new IT Service Management suite EriZone

With EriZone we are proud to present you our new IT Service Management offer based on OTRS, the leading Open Source Help Desk and Ticketing solution. EriZone develops and manages IT service processes following the best practices provided by the IT Infrastructure Library (ITIL). Cost optimization, the focus on critical business processes and on customers’ requirements are forming… Read More

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… Read More

02. 03. 2010 Andrea di Lernia NetEye, Uncategorized

Primo NetEye User Group

A grande richiesta degli utenti NetEye la settimana scorsa si è tenuto finalmente il primo NetEye User Group con l’ obiettivo di scambiarsi conoscenze, esperienze pratiche ed esempi concreti nell´applicazione della soluzione. Durante la prima fase dell´incontro è stata presentata la roadmap attuale e la release di Neteye 3.2.  Grande riscontro da parte dei partecipanti… Read More