Release Notes

((OTRS)) Community Edition 4 Patch Level 24

OTRS Group, the world’s leading provider of the OTRS service management suite, including the fully managed OTRS solution and the ITIL® V3-compliant IT service management software OTRS::ITSM.


June 06, 2017 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 24th patch level release of OTRS 4.


Please note, that from now on we will only officially support versions OTRS 4 and OTRS 5 and following versions.




What’s New


  • Added a web timeout config option for the support data collection and suppress the log message, if the internal web request for the support data collection doesn’t work.

 Bug Fixes

  • Improved SecureMode detection in Installer.
  • Bug#12745 – AgentTicketSearch missing ‚Extended‘ param in Article and Ticket get methods.
  • Bug#12855 – Webservice HTTPBasicAuth User and Password Field are not escaped correctly.
  • Bug#12785 – Wrong convert for CustomerUser with ‚&‘ (amp) in address book in cc or bcc.
  • Bug#12838 – Typo in SysConfig Frontend::NavBarModule###7-AgentTicketService.
  • Bug#12762 – Missing information in the process ticket (follow up Bug 12443).
  • Bug#12853 – Notification tags like OTRS_CUSTOMER_DATA_* not working in AgentTicketEmail signature field.
  • Bug#12849 – Default entry sorting broken for e.g. AgentTicketPhone if ‚Ticket::Frontend::ListType‘ set to ‚list‘.
  • Bug#12797 – Wrong escalation time if response time set to 60 or fewer minutes.
  • Bug#12797 – Unknown Customer is not displayed in a Process Dialog.
  • Follow-up fix for Bug#12701 – Default values of „Owner“ and „Responsible“ fields placed in the activity dialogs in the process tickets cannot be settled.
  • Bug#12834 – NotificationTag of a Date field displays a time-stamp „00:00“.
  • Bug#12743 – ACLs with ticket conditions are not matching on process list in AgentTicketProcess.
  • Bug#12796 – GenericInterface only works with FastCGI for GET requests.
  • Bug#12216 – Inconsistent behavior in pop-ups which lock tickets.
  • Bug#12809 – Unable to select queue if queue comment is empty (with modified Ticket::Frontend::NewQueueSelectionString).
  • Bug#10685 – Removing an agent’s access to a ticket while he is viewing the ticket leads to interface issues on the agent’s side.
  • Bug#12572 – Non-process tickets generate error messages in the Syslog if process data are allowed to be displayed.
  • Bug#10569 – DynamicField of type date resets after ticket split.
  • Bug#6144 – Invalid System Email Address Problem.
  • Bug#7913 – Incorrect parsing of Content-Type with additional attributes.
  • Bug#12613 – Accents are missing from accented letters.
  • Bug#12498 – An invalid date used in a search attribute returns a wrong result.
  • Bug#4424 – Package Manager rebuild() creates invalid XML packages.
  • Bug#8249 – System addresses should be unique.
  • Bug#9972 – Spelling check unit test is not working correctly.
  • Bug#12389 – Attachments with alias charsets are not properly processed in GenericInterface.
  • Bug#8249 – system addresses should be unique.
  • Bug#6751 – Problem if service name gets too long, or if service has too many sub services.
  • Bug#11508 – Change Date has a confusing label in the ticket list statistic result.
  • Bug#12286 – Article body with non-allowed characters breaks SOAP response.
  • Bug#12193 – Article never decrypted when StoreDecryptedData set to no.
  • Bug#12347 – Error message „No such TicketID“ on ticket delete.
  • Bug#12791 – ArticleSend Documentation is incorrect.
  • Bug#10556(PR#1737) – Missing library used in IMAP authentication mechanism. Thanks to S7!
  • Bug#12783 – Display of Dynamic Field Date/Time values changed.
  • Follow-up fix for Bug#12118 – Unified the search from text and text area dynamic fields.
  • Bug#12736(PR#1709) – Malformed pgp-signed multipart mail can cause an error in Thanks to Michael and S7!
  • Bug#7811(PR#1710) – GenericAgent Search produces inconsistent results. Thanks to S7!
  • Bug#12649(PR#1669) – The long and short description of the process ticket are not displayed at the first activity. Thanks to S7!
  • Bug#12753 – Function „SystemDataGroupGet“ has problems with empty values in Oracle.
  • Bug#12627 – ACL value with brackets is not shown in ACL Editor.
  • Follow-up fix for Bug#12334 – Net::SSLGlue issues warnings on modern systems.
  • Bug#12746 – ACL ignores checks on dynamic fields.
  • Bug#10825(PR#936) – – <OTRS_CUSTOMER_Body> in Reply-Template, thanks to S7.
  • Follow-up fix: Activity dialog doesn’t check process status before submitting (bug#12443), thanks to Balázs Úr.
  • Bug#12614 – PopUpAction doesn’t work on the Create Phone Ticket or Create e-mail ticket widgets.
  • Bug#12719(PR#1671) – The result of SQL box displays the unique column headers, not with the right character encoding. Thanks to S7!
  • Bug#12718(PR#1668) – There is no check for the similar names when creating a mail filter. Thanks to S7!
  • Bug#12724 – OTRS generates cron error messages on incoming mails with broken encoding.
  • Bug#12703(PR#1663) – dynamic list and dynamic matrix interpret agent/user Userfirstname. Thanks to S7!
  • Bug#12723 – TicketNumber generators uses TicketCheckNumber() in a wrong way.
  • Bug#12701(PR#1666) – Default values of „Owner“ and „Responsible“ fields placed in the activity dialogs in the process tickets cannot be settled. Thanks to S7!
  • Bug#12702 – TicketTypeUpdate not seen in Ticket history.

The detailed ChangeLog can be found at:


 Important for Upgrading

  • From a previous version of OTRS 4:
    • Make sure you run bin/ after the upgrade so that the configuration is refreshed. Otherwise, the system may not work.
  • From OTRS 3.3.x: Please consult our admin manual for detailed instructions.


Browser Support

  • JavaScript is required to use OTRS.

These browsers are not supported:

  • Microsoft Internet Explorer before version 8
  • Firefox before version 10
  • Safari before version 5

Please note that OTRS 5 will not support Internet Explorer 8 and 9.

We recommend using the latest version of your browser because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.



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Release Name:

((OTRS)) Community Edition 4 Patch Level 24

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 24
  • Release date: June 06, 2017
  • Release type: patch level

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