Blog Entries

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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19. 06. 2014 Oreste Attanasio EriZone & OTRS

Register working hours: Interface EriZone/ERP system

On one hand, service companies use ticketing systems (as OTRS, EriZone etc.) to handle customer requests in a comprehensible way, on the other hand, contracts and cost centers are managed in the company’s ERP system (as SAP, MS Dynamics AX, NAV, Infor). In such cases, one might ask where employees of the service desk should…

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