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capeIT ports servicedesk KIX4OTRS into a release 6.1




Chemnitz, 08.12.2014 – 9 months after the version 6.0 of KIX4OTRS, a new release of the service management solution follows. The version 6.1 for OTRS 3.3 includes 39 new features. The majority of the new development comes from realised requirements of the customers and reported wishes from the OTRS community.

Important aspects of the new version refer to the work within the CMDB (configuration management data base). Until now, it was only possible to search OTRS for configuration items within defined CI-classes. With KIX4OTRS 6.1, the search of configuration items (CI) can be proceed within the entire CMDB. It could be set individually whether the common CI attributes or all CI attributes should be searched. Additionally, the fix selection of filter possibilities has been cancelled. In the sidebar “linked CIs”, the filter attributes can be set freely and combined with each other to complex filter rules.

The previous version included already an interactive CI graph to display the IT landscape within linked CIs. KIX4OTRS 6.1 brings the possibility to save the settings for CI graphs within chosen configuration items. It saves time for configuration of the CI graph, if fix view for a specific item should be displayed for IT administrators, who use it more intensively.

The improvement within data security comes from the extended permission concept related to the configuration items. It is possible to set permissions not only to a specific CI class, but also single components of the CMDB.

Within the context of ticket processing, it is possible to import and export ticket templates easily. It saves time to configure templates in case if more than one OTRS system is in use or in case of an upgrade. Moreover, ticket templates can be limited to specific agent groups, which was a common wish reported from the customers and community. It improves the efficiency and transparency in the service.





Posted by on 8. December 2014. Filed under Software. You can follow any responses to this entry through the RSS 2.0. You can leave a response or trackback to this entry

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