Release Notes

((OTRS)) Community Edition 4 Patch Level 18

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.


August 09, 2016 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 18th 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 Hungarian translation, thanks to Ur Balazs.

 Bug Fixes

    • Bug#8671 – Can not link to an archived ticket.
    • Follow-up for Bug#12090 – 2-second sleep between email fetching causes bad performance on systems with high email traffic.
    • Bug#11757 – Maint::Stats::Generate – language option not working.
    • Bug#12105 – “Create summation row” and “Create summation column” are transposed.
    • Bug#12118 – Text Area filter doesn’t work for Statistic.
    • Bug#12189 – ACL beginning with @ results in 500 internal server error.
    • Bug#12182 – CIC – Customer Login still shows merged tickets as closed tickets.
    • Bug#12181 – Object StateAction -> Names are not readable.
    • Bug#11934 – GenericAgent – not possible to uncheck a checkbox.
    • Bug#12179 – Wrong OTRS tags conversion in transition actions called by Generic Agent over multiple tickets.
    • Bug#8640 – Article bounce does not conform to rfc 2822.
    • Bug#12141 – Wrong check for needed objects.
    • Bug#12147 – Transition Action – to set Service and SLA.
    • Bug#11986 – Wrong class parameter for Admin Menu in Navbar.
    • Bug#12097 – Ticket responses with non-breaking whitespace cause PostgreSQL database error.
    • Bug#11596 – Invalid byte sequence for encoding “UTF8”: 0xa0 PostgreSQL.
    • Bug#10970 – byte sequence errors on notifications.
    • Bug#12100 – Error Premature end of script headers: when using long URL.
    • Bug#12132 – Order of columns in Queue view broken when more than 9 columns are selected.
    • Bug#12129 – Process Management: Ticket locks even when is not needed, thanks to Thorsten Eckel.
    • Bug#12128 – Can not store 0 in Admin Customer screen, thanks to Renée Bäcker.
    • Bug#11990 – Kernel/Config/ files matching regex .pm may throw an error while loading.
    • Bug#12122 – Wrong offset in substr function, ForeignKeyCreate function.
    • Bug#12020 – Option CaseSensitive has no impact on the external customer database.
    • Bug#12110 – ACL Queue limitation not working in CustomerTicketProcess, thanks to Thorsten Eckel.
    • Bug#12085 – CIC search links don’t work when customer login contains parentheses.
    • Bug#12074 – Redundant and confusing code in Kernel/System/
    • Bug#12018 – HTML body not retrieved on by GI operation TicketGet (Added HTMLBodyAsAttachment parameter to retrieve is as an attachment).
    • Bug#12090 – 2-second sleep between email fetching causes bad performance on systems with high email traffic.
    • Bug#12012 – JSON Response contains all Dynamic Fields in Article response.
    • Bug#12069 – enabling/disabling Article Filter show wrong article.
    • Bug#8153 – When configuration area is not activated, it is still editable.
    • Follow-up for Bug#9950 – Ticket Split takes uses system address as the customer.
    • Bug#12045 – Not possible to create a Ticket using TransitionAction::TicketCreate with Owner instead of OwnerID.
    • Bug#9345 – OTRS exceeds 998 character limit in References Line of E-Mail Header.

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 18

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 18
  • Release date: August 09, 2016
  • Release type: patch level