Release Notes

((OTRS)) Community Edition 4 Patch Level 19

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.


November 01, 2016 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 19th 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

  • Added a new agent session limit prior warning notification (SysConfig setting ‘AgentSessionLimitPriorWarning’) and added the concurrent agent management for the OTRS Business Solution™.
  • Improved sandboxing of displayed attachments.
  • Added possibility to define Minimum and Maximum framework version in opm files (e.g. <Framework Minimum=”4.0.19″>4.0.x</Framework>).
  • Added additional positive ResponseCodes for Generic Interface transport module REST, thanks to Robert Ullrich.

 Bug Fixes

  • Bug#11766 – Ticket unlock via Generic Interface not possible.
  • Bug#12311 – Process names are listed by ID instead of by name.
  • Bug#666 – INSERTs into ‘ticket_history’ fail sometimes.
  • Bug#12284 – Precious little information regarding SMIME signatures.
  • Bug#12343 – Cache kept for ViewableLocks.
  • Bug#12351 – Multiple sort / order parameters for Ticket::Frontend::Agent::Dashboard.
  • Bug#12341 – Wrong <OTRS_TICKET_DynamicField_NameX_Value> in ProcessManagement Transition Actions.
  • Bug#12272 – Tickets in status “removed” get reopened from Junk Queue.
  • Bug#10117 – Filter in queue view for customer userID shows only customers from given backend. Thanks to S7.
  • Bug#12331 – pdf generation runs in to errors on spllited pages because of many columns.
  • Bug#12306(PR#1474) – SOAP won’t use certificates, thanks to Thorsten Eckel.
  • Bug#12283 – If Customer users <-> Groups is activated, some queues are not available in the customer interface, when starting a process ticket.
  • Bug#12305 – Incorrect charset handling in content type of SOAP messages.
  • Bug#12301 – CSV reading code is broken, thanks to Pawel Boguslawski.
  • Bug#12134 – Tag <OTRS_CUSTOMER_REALNAME> wrongly documented.
  • Bug#11922 – Notification to non RealCustomer.
  • Bug#11365 – ACLs editor shows actions where ACLs does not apply.
  • Bug#5149 – Incomplete multipart/mixed processing causes incomplete display of e-mails.
  • Bug#11250 – Param() sub calls ServiceList() without KeepChildren param.
  • Bug#12199 – ProcessManagement: Comma separated Lastnames are not shown correctly on article creation.
  • Bug#12079 – Regex in transition condition not working for empty match.
  • Bug#12280 – GenericAgent job does not send out notifications, even when the option is set to Yes. Thanks to Johannes Hoerburger.
  • Bug#7288 – Hyperlink creation cuts URLs after a closing square bracket.
  • Bug#12257 – Ticketnotification: Ticketfilter of a uncheck checkbox doesn’t work.
  • Bug#12106 – Use of uninitialized value in splice.
  • Bug#12233 – ACL for restricting services depending on queue does not work as exspected.
  • Bug#12263 – Time-related search attributes only cover last 10 years.
  • Bug#12236 – ACL – negate a role.
  • Bug#12242 – GenericInterface Dynamic Fields with multiple values not possible (TicketCreate).
  • Bug#12258 – doesn’t work with crypted passwords.
  • Bug#12212 – Pending Reminder notification not sent if pending auto states are deactivated.
  • Bug#12222 – closing curly bracket in hyperlink.
  • Bug#9460 – Under some circumstances OTRS does not join Tickets to the Customernumber.
  • Bug#12246 – HTML mail not displayed correctly.
  • Bug#12245 – Missing information for Article Dynamic Fields update event thanks to Rene (rwese).
  • Bug#12229 – Queue is not selectable if the name contains “<” or “>” characters.
  • Bug#12224 – Plain password stored in database temporarily when adding new users.
  • Bug#11981 – GenericTicketConnector ignoring “<ContentSearch>OR</ContentSearch>” in full text search.
  • Bug#12205 – Default setting for Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault incorrect.

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 19

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 19
  • Release date: November 01, 2016
  • Release type: patch level

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