Chemnitz, 27th July 2010. Today, the c.a.p.e. IT GmbH published the release 3.3 of the Open Source module KIX4OTRS compatible with the OTRS::ITSM 2.0. With this application, you can work on change processes within IT-Service Management in accordance with ITIL. The new version offers more functions, features and layout improvements that makes it more user-friendly.

The adaptation of the OTRS::ITSM 2.0 into the KIX-product line makes it possible to record, categorise, plan and control changes in an IT-infrastructure in a standardised way. The integrated Change Management module builds a reliable basement for all adaptations of the IT processes and IT-infrastructure. KIX4OTRS documents and administrates relationships between changes, work-orders, tickets, services, CIs and FAQ-items. It improves the transparency of the current processing within an IT-organisation.

c.a.p.e. IT extended automatisms in the input fields of the KIX4OTRS. It reduces time needed for ticket processing. Moreover, an automatic completion and matching of a searched data set within a ticket search or customer matching in a ticket are possible. Additionally, c.a.p.e. IT improved the ticket-state-workflow and integrated workflow-configurator in the administrator's area functionally.

The Agent-Frontend and the Customer-Frontend were customized. A customer can use text tempates and it speeds up and simplifies input of requests and incidents. User saves time and gets a kind of guideline, therefore no required data is forgotten within a manual entry. The configuration of text tempates corresponds to queues and ticket types.

The new KIX4OTRS improves working on service processes in a daily routine and it is user-friendly and easy to manage. The current version is available for free here: http://www.cape-it.de/download.

About c.a.p.e. IT GmbH:

The company was founded in 2006 in Chemnitz and has been developing products within Service Management and IT infrastructure. It has been maintaining solutions from commercial and Open Source area. The variety allows cost-efficient extensions and modernization of existing IT environments. Users and customers of the c.a.p.e. IT solutions and services are small and medium-sized companies, groups and public institutions.
Based on the long-term and extended project experinces, certified c.a.p.e. IT consultants and developers offer products and services with high quality that were kept back only for bigger companies. The company is specialized in implementation and maintenance of products and services that combine advantages of costly service management solutions and IT infrastructers and customer's requirements.