Release Notes

((OTRS)) Community Edition 4 Patch Level 12

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 15, 2015 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 12th patch level release of OTRS 4.

Please note, that from now on we will only officially support versions OTRS 3.3 , OTRS 4 and following versions.





What’s New


Bug Fixes

  • Followup for Bug#11367 – timezone in time stamps of outgoing mails is always UTC.
  • Bug#11321 – Translate is called twice on Months of Year.
  • Bug#11264 – Reducing article dropdown dynamic fields via ACL does not work.
  • Bug#11398 – Selecting a template in AgentTicketPhone (and likely other components) silently overrides existing content, losing data.
  • Bug#11216 – Links in Admin Overview not always clickable in IE8.
  • Bug#11460 – CustomerSearch fails for searches containing ‘_’.
  • Bug#8146 – Generate report in Chinese from command line.
  • Followup for Bug#9460 – Under some circumstances OTRS does not join Tickets to the Customernumber.
  • Bug#11302 – Out of office data incorrect.
  • Bug#11405 – AgentTicketForward not possible to hide by ACL.
  • Bug#11440 – TransitionAction TicketLockSet typo, thanks to Torsten Thau (c.a.p.e. IT).
  • Bug#11279 – auto reply with DynamicFields from webservice.
  • Bug#11416 – incoming tickets might be assigned to wrong customer due to fuzzy e-mail address matching.

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 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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Release Name:

((OTRS)) Community Edition 4 Patch Level 12

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 12
  • Release date: September 15, 2015
  • Release type: patch level