Release Notes

((OTRS)) Community Edition 4 Patch Level 21

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.


January 24, 2017 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 21st 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

  • Improved the support data collection to work without an internal web request.

 Bug Fixes

  • Bug#12421 – Wrong out of office state in statistics.
  • Bug#12516 – Error when next state is not set and state is disabled in AgentTicketPhoneCommon.
  • Bug#12512 – https RSS feeds don’t use the proxy.
  • Bug#12471 – out of office time calculation wrong if user time zone differs from OTRS default.
  • Bug#12480 – Bulk function ignores queues <-> agent/role permissions. Thanks to S7 (PR#1590).
  • Bug#12486 – Return-path is set to “<>” instead of having SMTP-From identical to Mailheader-From.
  • Bug#12464 – Customer History table is still visible even though no selected customer users.
  • Bug#12473 – Banner cannot be disabled in the customer interface.

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 using 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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 Community Support

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Release Name:

((OTRS)) Community Edition 4 Patch Level 21

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 21
  • Release date: January 24, 2017
  • Release type: patch level