Release Notes

((OTRS)) Community Edition 4 Patch Level 20

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.


December 13, 2016 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 20th 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.
  • Removed superfluous colons in table heading, thanks to Balázs Úr (PR#1566).

 Bug Fixes

  • Bug#12483 – YAML load problems with dynamic fields.
  • Bug#12472 – Bug in Output Filter Frontend::Output::FilterText###AAAUR: wrong FTP recognition.
  • Bug#12457 – text/html Part only E-Mails with HTML Entities are Converted to Incorrect Charset.
  • Bug#12293 – Auto response presents confidential information from internal communication to customer user. Please note that for this fix, the configuration setting “PostMaster::PostFilterModule###000-FollowUpArticleTypeCheck” was renamed to “PostMaster::PreCreateFilterModule###000-FollowUpArticleTypeCheck”. If you had customized the old setting, please also apply your customizations to the new setting.
  • Bug#1370 – Postmaster filters with 2 match conditions doesnt work.
  • Bug#12450 – Error handling with ???. Thanks to Dorothea Doerffel.
  • Bug#12461 – Chrome can not display attached PDF files since 5.0.14.
  • Fixed error when importing emails without valid address in From field, thanks to Paweł Bogusławski (PR#1559).
  • Fixed warnings when saving permissions for users and roles, thanks to Paweł Bogusławski (PR#1557).
  • Bug#12438 – Race condition in ArticleCreate.
  • Bug#12353 – DynamicField Multiselect default value is not correct on creation. Thanks to S7!
  • Bug#12418 – Blinking mechanism not working.
  • Bug#12415 – Problems with malformed utf8 chars in emails.
  • Bug#12403 – Ticketview M or L actionline in ie11 not working.
  • Bug#12410 – ACL GUI doesn not contain AgentTicketSearch.
  • Bug#12395 – Support Data Collector Plugin Table Charset incorrectly reports utf8 Problem for a Table View.
  • Bug#12408 – Missing SecretConfigOptions in TemplateGenerator.
  • Bug#12400 – Package manager does not list freely selectable features via cloud service.
  • Bug#12384 – Stats translates ticket type values.
  • Bug#12316 – No tickets found, empty lines in customer user management on () in uid. Thanks to Paweł Bogusławski (PR#1510).
  • Bug#12397 – doesn’t backup articles in special case. Thanks to Jens Pfeifer.
  • Bug#12285 – Invalid customer user still receive admin notification.
  • Bug#12391 – Base64 encoded image does not display in article.
  • Bug#12369 – Errors in deleting tickets. Thanks to S7.
  • Bug#12367 – * in CustomerID breaks all CustomerUser.CustomerIDs.
  • Follow-up fix for Bug#9460 – Under some circumstances OTRS does not join Tickets to the Customernumber.
  • Bug#11073 – Default expanded article in queue view (preview mode) should not be an autoreply.
  • Bug#12334 – Net::SSLGlue issues warnings on modern systems.

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 20

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 20
  • Release date: December 13, 2016
  • Release type: patch level