Release Notes

((OTRS)) Community Edition 4 Patch Level 17

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.


 May 17, 2016 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 17th 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

  • Updated translations, thanks to all translators.
  • Added package verification information to, use bin/ -a list -e (to show package verification information) or bin/ -a list -e -c (to show package verification information, deleting the cache before).

 Bug Fixes

  • Bug#11835 – Events Ticket Calendar disappears when EndTime before StartTime.
  • Bug#12031 – SubSelected class not applied to My Tickets in CustomerTicketOverview Navigation.
  • Bug#12049 – Encoding problems in REST transport.
  • Bug#12033 – Wrong value selected automatically for Responsible in Bulk action..
  • Bug#11430 – (Ticket )Cache won’t get updated on DynamicField ValueDelete.
  • Bug#11921 – Wrong attachment is deleted if deleting from multiple attachments from template in new ticket.
  • Bug#11917 – Generic Interface does show empty/wrong results when a space (+) is used with in the name.
  • Bug#11975 – Use of uninitialized value $NotUseTag in /opt/otrs/Kernel/System/
  • Bug#11918 – Placement of activities and other elements shifted.
  • Bug#11973 – Mapping backend “Simple” can’t get initialized multiple times. Thanks to Thorsten Eckel.
  • Bug#11353 – Not able to filter for CustomerID with brackets () at TicketViews.
  • Bug#11836 – Pending date selection impossible due ACL limitation.
  • Bug#11956 – locked tickets for invalid users are not shown in support data collector.
  • Bug#11952 – Generic Interface – TicketUpdate operation – DynamicFields not possible empty value.
  • Bug#11811 – Error processing mail with incorrectly encoded emoticons.
  • Bug#11930 – Error 500 when searching string that ends with “” in AdminCustomerUser.
  • Bug#11528 – Group Name like ‘test::Support::1st Line’ is not possible to use for group restrictions.
  • Bug#11899 – Columns are stored multiple times in preferences.
  • Bug#11324 – OTRS webservices TicketGet operation returns always all articles.
  • Bug#11840 – Inline images not displayed after ticket create via ProcessManagement.
  • Bug#11913 – Description in SysConfig breakes when you click ‘more’.
  • Bug#11791 – Can’t use FullTextSearch with Russian words.
  • Bug#11754 – OwnerOnly is not respected in Dashboard Widget for Upcoming Events.
  • Bug#6795 – Useless/confusing message “ERROR: Need write permission in OTRS home”
  • Bug#8188 – Disabled skins are still used.
  • Bug#6492 – Saving Search Templates.
  • Bug#7542 – Results of HistoryTicketStatusGet() are slightly wrong (and don’t take time zones into account)
  • Bug#11249 – EventsTicketCalendar: dynamic fields’ value isn’t translated for dropdown dynamic field type.
  • Bug#11810 – <OTRS_TICKET_State> not translated to spanish when answering from AgentTicketZoom screen.
  • Bug#11839 – Generic Agent does not filter a value int text DF.
  • Bug#11745 – apostrophe in email can’t be searched.
  • Bug#8154 – Uninstall button can be pressed twice.
  • Bug#11866 – Customer history destroys the customer information.
  • Bug#11168 – Lost condition in AgentTicketSearch.
  • Bug#11886 – ACL Action missing.
  • Bug#11888 – Customer Information center closed ticket counter includes merged and removed.
  • Bug#11897 – Text in the Queue View is not translateable.
  • Bug#11901 – Process Configuration ist destroyed in IE11 if changing data in e.g. Activity popup.
  • Bug#11116 – No Loading symbol while searching for customer.
  • Bug#11220 – Highlighting broken for holiday dates in Calendar Datepicker.
  • Bug#11858 – Queues can just choose between 50 Calendar.
  • Bug#11875 – Printed timestamp is shown with GMT, thanks to S7.
  • Bug#11874 – Restrict service based on state when posting a note.
  • Bug#11821 – Invisible fields are validated in ActivityDialogs.
  • Bug#10303 – Created Date Not Available as a Dashboard Column.
  • Bug#11891 – Unit Tests fail if MIME::EncWords is installed.
  • Bug#11882 – Untraslatable string.
  • Bug#11179 – InformUser and InvolvedUser can be injected even if they are disabled in SysConfig.
  • Bug#11870 – Missing quoting in Layout::AgentQueueListOption().

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 17

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 17
  • Release date: May 17, 2016
  • Release type: patch level