Release Notes

((OTRS)) Community Edition 4 beta1

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.

September 09, 2014 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the first beta release of OTRS 4.

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What’s New

1. PRODUCTIVITY

  • A new cleaner flat design has been implemented.

    Screenshot - Flat - 1_EN

    Screenshot - Flat - 3_EN

    Screenshot - Flat - 2_EN

  • Agents can now reply directly to a ticket note. The original notes body is quoted in the new note.

    otrs-note-reply

    Internal_reply

  • Agents can now make use of templates in all screens with internal notes.
  • Ticket action screens (such as note, owner etc.) now allow to do actions without always creating an article (configurable).

    TicketActions_without_Articles

    TicketActions_without_Articles_2

    My_Services

  • New ticket overview based on “my services” that an agent can subscribe to. Notification options for new tickets and follow-ups can now be based on “my queues”, “my services” or combinations of both.
  • OTRS can now display tickets with thousands of articles.
  • Customer online list in Dashboard now links directly to CustomerInformationCenter page for the customer.
  • Agents can now persistently reorder their main menu with drag&drop.
  • Agents and customers can now search tickets by attachment name.

    AttachmentName-Agent-Interface

  • New Dashboard Widget for running process tickets.

    ProcessManagement-Dashboard-Widget

2. SCALABILITY & PERFORMANCE 

  • OTRS 4 can handle more concurrent users/requests on the same hardware, and response times for single requests are shorter as well, especially for pages with lots of data.

3. WORKING WITH EXTERNAL SYSTEMS

  • The GenericInterface now also supports HTTP REST as network transport protocol.

4. INSTALLATION & ADMINISTRATION

  • Postmaster filters are no longer limited to 4 match/set fields. They can now have a configurable amount of fields (default 12, up to 99).
  • A new configuration option Ticket::MergeDynamicFields makes it possible to specify which dynamic fields should also be merged when a ticket is merged to another ticket.
  • Added new options to check dynamic fields of type text on patterns relating to error messages (translated), if they do not match.
  • Added new options to restrict dynamic fields of type date/datetime on future or past dates.
  • OTRS can be configured to automatically unlock a ticket if articles are added and the owner is out of office.
  • Linked tickets of a specific type (e.g. merged or removed) can now be hidden via SysConfig option.
  • ACL handling has been improved, made more consistent and easier to debug.
    • Added new ACL option PossibleAdd to add items to a possible list without resetting (like Possible does).
    • Added new ACL value modifiers [Not], [NotRegExp], [Notregexp], for all ACLs parts.
  • Process handling has been improved, made more consistent and easier to debug.
    • A new GUID-based entity naming scheme for the OTRS Process configuration makes it possible to safely transfer processes from one system to another without duplicating the entities.
    • Added new Transition Action to create a new ticket.
    • Added possibility to define variable Transition Action attributes based on current process ticket values.
  • The possibility to schedule System Maintenance periods is available from the System Administration panel in the Admin interface.
    • A notification about an incoming System Maintenance period will be shown with some (configurable) time in advance.
    • If a System Maintenance is active, a notification about it will be shown on the Agent and Customer interface, and only admin users can log on to the system.
    • An overview screen informs admins about active sessions, which can be ended all on one click or one by one.

5. DEVELOPMENT

  • New powerful template engine based on Template::Toolkit.
  • A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
  • The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation on package installation or update.
  • Caching was centralized in one global cache object which also performs in-memory caching for all data.

Important for Upgrading

  •  From OTRS 3.3.x: Please consult our admin manual for detailed instructions.

Bug Fixes

  • Bug#10208 – Added additional checks to see if something has changed and invalidates a spell check which had already been done, thanks to S7.
  • Bug#10128 – WorkingTime/DestinationTime roundtrip exposes calculation errors.
  • Bug#10682 – Customers are able to search in non customer articles.
  • Bug#8244 – QueueView hides queues that do not have at least one unlocked ticket.
  • Bug#10644 – Module parameters in GenericAgent are copied to ticket parameters
  • Bug#10623 – Ticket owner is not shown regardless what is configured, thanks to Renee Bäcker.
  • Bug#7531 – Queue and Service delimiter ‘::’ should be replaced in the output by ‘: :’ to allow browsers a line break.
  • Bug#10581 – wrong underline color in ivory slim menu module links..
  • Bug#10396 – OTRS, MySQL, utf8 charset and non-BMP characters problem(thanks to ib.pl).
  • Bug#10522 – HTTP 500 error when uploading attachments to ticket on Windows.
  • Bug#10549 – SelectAllCheckboxes doesn’t work as expected.
  • Bug#10519 – Opening and closing popups in ProcessManagement leads to performance issues.
  • Bug#10371 – Missing Note and NoteMandatory options for AgentTicketMove.
  • Bug#10320 – PostMaster Filter // possibility to Set more Email Headers.
  • Bug#10400 – AgentTicketProccess will not use error messages of dynamic field drivers.
  • Bug#10141 – invalid agents can’t be selected in search form.
  • Bug#10208 – NeedSpellCheck does not work.
  • Bug#10385 – Wrong Queue ID for Errors and FormUpdate in AgentTicketActionCommon.
  • Bug#4224 – Unused variable $From, thanks to Bernhard Schmalhofer.
  • Bug#5114 – No Rich Text Editor on Notification (Event).
  • Bug#8903 – Forward Email – not inline attachments with Content-ID.
  • Bug#10244 – No mouseover popup for fields in ActivityDialogs.
  • Bug#10295 – DateInFuture / DateNotInFuture validation.
  • Bug#10093 – Dyn Field not used in auto-reply subject
  • Bug#10258 – yellow color for UnreadArticles.
  • Follow-up for Bug#6802 – Consider window resize properly.
  • Bug#10177 – Missing sources in tarball.
  • Bug#9616 – Too long activities and transitions are not displayed correctly.
  • Bug#7440 – Ticket overviews don’t show column headers for priority and unread articles in small mode.
  • Bug#6802 – Navigation broken if many modules installed.
  • Bug#4512 – HTMLUtils ToAscii forces line breake on fixed line-length 78.
  • Bug#6671 – GenericAgent – Ticket-Action should be renamed to Ticket-Attribute.
  • Bug#6742 – Move mask in new window: Note is not required.
  • Bug#10145 – %A is not correctly substituted in Language::Time().
  • Bug#10090 – Problems with special characters in Kernel/System/WebUserAgent.pm.

The detailed ChangeLog can be found at: https://github.com/OTRS/otrs/blob/rel-4_0_0_beta1/CHANGES.md.

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 to use 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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Professional Services

OTRS Group, the source code owner, provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service.

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Release Name:

((OTRS)) Community Edition 4 beta1

Release Details

  • Release name: ((OTRS)) Community Edition 4 beta1
  • Release type: beta
  • Release date: September 09, 2014

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