Increased ITIL process enforcement

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Hi all.

Kayako is a great product, however it is missing some security and processes enforcements. In my company's context, part of the service has been outsourced, so we can't just give access to them without a minimum of checks:

1) Status workflow: Anyone today can pass from status Open to Closed and to Open again. In traditional ticket systems, we can determine a ticket workflow (determine all child statuses for a specific status, i.e from open to work in progress, on hold or resolved, from resolved to work in progress or closed, etc...)

2) Due times set by SLA's must not be overriden by agents, they should be enforced by the system.

3) a) Knowledgebase Articles, Troubleshooter steps, etc, must be validated by a specific role before being published, to avoid anyone writing incorrect KB informations. (note: just seen a MOD that does it) b) Also, instead of copy/paste in the reply, it should instead provide the URL to the KB article.

4) IRS within the Staff interface should look like the End User IRS, and not in the top right corner. Ideally, IRS should prompt based on a) customer mail or b) when replying to customer

I have done step 2 (rather tricky MOD) and step 3a (easy MOD), and will likely do 1) and 4) in a short while, but I would assume it'd be a great added value to the product if they were built-in the product.

Thanks to let me know if this is feasible...