Release Notes

((OTRS)) Community Edition 4 beta2

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 23, 2014 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the second beta release of OTRS 4.


What’s New in OTRS 4 beta


  • Added possibility to disable sysconfig import via configuration.
  • Updated translations, thanks to all translators.
  • Added Apache MD5 as a new password hashing backend, thanks to Norihiro Tanaka.
  • Make KeepChildren in service lists configurable, thanks to Peter Krall.



  • 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


  • 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



  • 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


  • 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.


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


  • 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.


  • 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 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.

Bug Fixes

  • Bug#10736 – Wrong update behavior for the proccess change time by the scheduler, when a time zone is used.
  • Added dependency check for Perl module Time::Piece.
  • Bug#10724 – Sorting of DynamicField object types based on its Prio does not work.
  • Bug#5189 – Queue name not updated in QueueView after rename for StaticDB.
  • Bug#10718 – Typo in Kernel/System/Ticket/
  • Bug#10582 – Adding templates with same name in AdminTemplate leads to SQL error message.
  • Bug#8008 – Session ID should not be visible in the address bar after logging in if cookies are used.
  • Bug#10717 – Incomplete error message creating CryptObject.
  • Bug#10715 – Wrong object name in
  • Bug#10714 – Wrong Object call in TicketUpdate Operation.
  • Followup fix for Bug#9418 – Incorrect decoding email subject and From token
  • Bug#10708 – ProcessManagement: ActivityDialog Description short and long are not displaying.

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 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

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Release Name:

((OTRS)) Community Edition 4 beta2

Release Details

  • Release name: ((OTRS)) Community Edition 4 beta2
  • Release type: beta
  • Release date: September 23, 2014