Release Notes

((OTRS)) Community Edition 5s Patch Level 20

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 20th patch level release of OTRS 5s.


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

    What’s New

    • Updated translations, thanks to all translators.

    Important for Upgrading

    • From a previous version of OTRS 5:
      • Make sure you run bin/ Maint::Config::Rebuild after the upgrade so that the configuration is refreshed. Otherwise, the system may not work.
      • If you upgrade from OTRS 5 Patch Level 2 or earlier, please run scripts/ once during the upgrade to fix possible issues with dysfunctional notification tags.
      • If you upgrade from OTRS 5 Beta 5 or earlier, you should manually update all ticket notifications that are set to be shown in agent preferences. In the ticket notification management admin screen for each notification, scroll down to “Notification Methods” and check the “Send by default” checkbox from the “Email” section on each notification.
        • Background information: “Send by default” is a new feature introduced in OTRS 5 RC1 that adds a new layer of control to administrators to decide if an enabled notification method is used by default or not if an agent has not directly specified this preference. This option is now set by default on new systems or upgrades.
    • From OTRS 4.x: Please consult our admin manual for detailed instructions.

    Bug Fixes

    • Improved SecureMode detection in Installer.
    • Bug#12765 – Show page buttons of dynamic fields are not displayed in the mobile view.
    • Bug#12740 – Notification to customer of the ticket is send more than once.
    • Bug#12745 – AgentTicketSearch missing ‚Extended‘ param in Article and Ticket get methods.
    • Bug#12819 – Unable to select queue if it contains two spaces.
    • 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#12735 – OTRS console does not allow adding of sub-services when their name exists as a service.
    • Bug#12838 – Typo in SysConfig Frontend::NavBarModule###7-AgentTicketService.
    • Follow-up fix for Bug#9723 – TicketAccountedTime stat does not run on Oracle with many tickets.
    • Bug#12762 – Missing information in the process ticket (follow up Bug 12443).
    • Bug#12482 – Show link URL of DF doesn’t work in CustomerTicketZoom.
    • 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#11243 – Wrong escalation time if response time set to 60 or fewer minutes.
    • Bug#12797 – Unknown Customer is not displayed in a Process Dialog.
    • Bug#12801 – Set Role validity state to invalid, doesn’t affect permissions.
    • 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#12749 – Logo doesn’t scale well on mobile view.
    • Bug#12743 – ACLs with ticket conditions are not matching on process list in AgentTicketProcess.
    • Bug#12832 – Sort options for SOAP will not be saved.
    • 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#4424 – Package Manager rebuild() creates invalid XML packages.
    • 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#12417 – Missing CustomerCompanyName column from LinkObject.
    • Bug#9972 – Spelling check unit test is not working correctly.
    • Bug#12086 – Labels overflows for some languages.
    • Bug#12697 – Ticket menu in customer interface doesn’t expand on touchscreen devices.
    • 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#8249 – System addresses should be unique.
    • 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#11508 – Change Date has a confusing label in the ticket list statistic result.
    • Bug#12791 – ArticleSend Documentation is incorrect.

    The detailed ChangeLog can be found at:

    Browser Support

    • JavaScript is required to use OTRS.

    These browsers are not supported:

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

    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 5s Patch Level 20

    Release Details

    • Release name: ((OTRS)) Community Edition 5s Patch Level 20
    • Release date: June 06, 2017
    • Release type: patch level

    Security Issues