OTRS

This release supports the ITIL processes: incident, problem, and configuration management, including an integrated configuration management database (CMDB).

The system's performance when calculating escalations while having huge amounts of open tickets (> 2000) has been enhanced. Improvements have been achieved using the agent notifications: salutation is now using the real name of recipients instead of the real name of current ticket owners.

Definition and administration of BP related services and SLAs. Enhanced classification of service and support requests by native ticket types. Flexible and sequential authentication against multiple sources (LDAP/SQL). Optimization of internal customer data administration. Enhanced PostMaster administration allows a system search for headers, strings, or regular expressions within the mail. Fully automated actions can be executed on the search results. Flexible password encryption [unix_crypt(), md5(), and plain()]. OTRS 2.2 is the underlying framework to run the ITIL compliant ITSM solution OTRS::ITSM.

New 'Service' and 'Service Level Agreements (SLA)' attributes have been added. Ticket classification can now be managed by the admin interface. Multiple authentication sources are supported for agent and customer login. CustomerUser has been split into "CustomerCompany" and "CustomerUser" (contact). Online help has been added. A more detailled definition of email adresses which have to be matched by the PostMaster filter has been realised.