OTRS is capable, to the best of my knowledge of all of your requirements. I believe for the most part that the settings are enabled by default however some will need to be enabled or changed to function the way you ask. Connectivity to the remote database would likely mandate that you can create an LDAP connection to that database(ro). Some of your advance desires may necessitate that you perform (or pay for) some coding of your ours. gl, LQ
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